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Show Results For
-
All HBS Web
(2,077)
- People (3)
- News (356)
- Research (1,316)
- Events (3)
- Multimedia (4)
- Faculty Publications (575)
- 14 Nov 2013
- Working Paper Summaries
What Shapes the Gatekeepers? Evidence from Global Supply Chain Auditors
- September 2010 (Revised January 2012)
- Case
Emergia: Driving Profitability on Help Desk Contracts
Emergia wants to keep its customer happy with its contact center service, but the margins on the help desk contract are dangerously low. Can Miguel Neira, the COO, increase margins while preserving the customer relationship?
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Keywords:
Customer Relationship Management;
Customer Satisfaction;
Profit;
Job Cuts and Outsourcing;
Management Analysis, Tools, and Techniques;
Service Operations;
Performance Capacity;
Performance Evaluation;
Mathematical Methods;
Service Industry
Martinez Jerez, F. Asis, and Lisa Brem. "Emergia: Driving Profitability on Help Desk Contracts." Harvard Business School Case 111-048, September 2010. (Revised January 2012.)
- October 1998 (Revised December 1999)
- Case
Lockheed Martin IMS: Making a Contribution and a Profit
By: Rosabeth M. Kanter and Courtney Purrington
Examines Lockheed Martin's attempt to move from its traditional reliance on defense/aerospace contracts into providing outsourced government services in the social sector. The protagonist reflects on the past 24 years of rapid growth in the company and the myriad...
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Keywords:
Social Enterprise;
Partners and Partnerships;
Diversification;
Performance Effectiveness;
Job Cuts and Outsourcing;
Welfare;
Private Ownership;
Public Ownership;
Privatization;
Strategic Planning;
United States
Kanter, Rosabeth M., and Courtney Purrington. "Lockheed Martin IMS: Making a Contribution and a Profit." Harvard Business School Case 399-018, October 1998. (Revised December 1999.)
- November 1999 (Revised July 2001)
- Case
New Profit Inc.: Governing the Nonprofit Enterprise
By: Robert S. Kaplan
New Profit, Inc. (NPI) is an innovative venture philanthropy fund. Founded by social entrepreneur Venessa Kirsch, NPI intends to raise large donations from individuals who wish to invest in nonprofit enterprises that could have a significant social impact and the...
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Keywords:
Balanced Scorecard;
Nonprofit Organizations;
Venture Capital;
Social Entrepreneurship;
Corporate Governance;
Performance Evaluation;
Financial Statements;
Philanthropy and Charitable Giving;
Service Industry
Kaplan, Robert S. "New Profit Inc.: Governing the Nonprofit Enterprise." Harvard Business School Case 100-052, November 1999. (Revised July 2001.)
- Research Summary
Profitable Souls: Foreign Investment and the Fate of Human Rights
By: Debora L. Spar
This is a project about foreign investment, about what happens when big multinational firms invest in small, poor, and often nasty places. Typically, most observers assume that this is a largely negative relationship: that multinationals exploit the local population,...
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- January 2003 (Revised March 2005)
- Case
Planning in Professional Service Firms
By: Ashish Nanda
In this case, four consultants discuss business planning issues that they are each having within their respective consulting firms. The case addresses how professional compensation, project staffing, hours worked, overhead costs, and billing rates impact profitability.
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Nanda, Ashish, and Kelley Elizabeth Morrell. "Planning in Professional Service Firms." Harvard Business School Case 903-085, January 2003. (Revised March 2005.)
- 06 Jul 2020
- Research & Ideas
The Right Way to Manage Customer Churn for Maximum Profit
responsiveness seems to have an even bigger impact on profitability,” Gupta says. Don’t change customers, change algorithms Applying both factors to data from a European television service company, for example, the researchers were able...
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Best-selling and New Cases by Ben Esty
Best-Selling (MOST POPULAR) Cases:
1) Eaton: Portfolio Transformation & Cost of... View Details
- October 2017
- Case
Still Leading (B1): Hon. Bob McDonald – Profiting from Purpose
By: Rosabeth Moss Kanter and Marcus Millen
Robert (Bob) A. McDonald just completed his service as the 8th United States Secretary of Veterans Affairs (VA), successfully leading the beginnings of a transformation for one of the nation’s most scrutinized departments. Reflecting back, McDonald looked to the...
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Kanter, Rosabeth Moss, and Marcus Millen. "Still Leading (B1): Hon. Bob McDonald – Profiting from Purpose." Harvard Business School Case 318-050, October 2017.
What Professional Service Firms Must Do to Thrive
During times of economic turbulence, consulting, law, and accounting firms often start offering services and taking on clients they really shouldn’t, just to keep the lights on. This path is perilous. If a firm’s practices have a diffuse mix of clients and unclear... View Details
- Research Summary
How to Manage Customers for Increased Profits and Customer Satisfaction
By: Frances X. Frei
For many service firms, the customer plays an important role in contributing to the cost and/or quality of the service. This is very different than many manufacturing contexts, for example, where the firm has virtually complete control over product cost and quality. ...
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- 08 Dec 2017
- News
Harvard Business Grads Are Putting Politics Above Profits
After a tumultuous year in US politics, more than a dozen recent alumni have thrown their hats into the ring to launch careers in public service. “More and more people are feeling they need to step up and that they can, because they have the right skills to solve the...
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Keywords:
politics
- 01 Sep 2017
- News
Read All About It: Journalism Can Be Profitable
(above: photo by Mary Rajkumar/Mint/Getty Images) When the New York Times introduced its paywall in 2011, few people believed that readers would pay for the news online. Today, the newspaper has more than 1.6 million digital subscribers—a number that is growing rapidly...
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- April 2011
- Teaching Note
Emergia: Driving Profitability on Help Desk Contracts (TN)
By: Francisco de Asis Martinez-Jerez
Teaching Note for#111-048.
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- 2016
- Working Paper
Operations in the On-Demand Economy: Staffing Services with Self-Scheduling Capacity
By: Itai Gurvich, Martin Lariviere and Antonio Moreno
Motivated by recent innovations in service delivery such as ride-sharing services and work-from-home call centers, we study capacity management when workers self-schedule. Our service provider chooses capacity to maximize its profit (revenue from served customers minus...
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Keywords:
Strategic Servers;
On-demand Economy;
Independent Capacity;
Distributed Systems;
Uber;
Service Operations;
Performance Capacity
Gurvich, Itai, Martin Lariviere, and Antonio Moreno. "Operations in the On-Demand Economy: Staffing Services with Self-Scheduling Capacity." Working Paper, June 2016.
- 12 Jan 2011
- News
To Groupon or Not To Groupon: New Research on Voucher Profitability
- 24 Apr 2014
- News
Ensuring a business’s profitability enables it to serve society
company is having in India, for example, embodies founder Henry Ford’s mantra that it is “in Ford’s DNA to give back to communities.” Said Fields, “Only a profitable business can be of service to society,...
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- 17 Jan 2020
- News
She's Pushing the World's Largest Hotel Chain to Be More Like Airbnb
- Fall 2016
- Article
The Impact of Supplier Inventory Service Level on Retailer Demand
By: Nathan Craig, Nicole DeHoratius and Ananth Raman
To set inventory service levels, suppliers must understand how changes in inventory service level affect demand. We build on prior research, which uses analytical models and laboratory experiments to study the impact of a supplier’s service level on demand from...
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Keywords:
Demand and Consumers;
Service Delivery;
Supply Chain;
Order Taking and Fulfillment;
Retail Industry
Craig, Nathan, Nicole DeHoratius, and Ananth Raman. "The Impact of Supplier Inventory Service Level on Retailer Demand." Manufacturing & Service Operations Management 18, no. 4 (Fall 2016): 461–474.
- December 2021
- Case
Bunge: Building a Sustainable Future?
By: Forest Reinhardt, David E. Bell, Pedro Levindo and Ruth Costas
Bunge, one of the world’s leading agribusiness traders and processors, strives to comply with its commitment to having a deforestation-free value chain by 2025 while it considers potential new business growth areas. After a complex turnaround, which involved one of the...
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Keywords:
Deforestation;
Value Chain;
Agribusiness;
Values and Beliefs;
Growth and Development Strategy;
Corporate Social Responsibility and Impact;
Environmental Sustainability;
Financial Strategy;
Agriculture and Agribusiness Industry
Reinhardt, Forest, David E. Bell, Pedro Levindo, and Ruth Costas. "Bunge: Building a Sustainable Future?" Harvard Business School Case 522-007, December 2021.