Publications

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June 1998 (Revised August 2001)
Case

Wells Fargo Online Financial Services (A)

By: Robert S. Kaplan and Nicole Tempest

Wells Fargo, the industry leader in electronic banking, has implemented a Balanced Scorecard in its online financial services group (OFS) to track and measure performance. The OFS group develops and supports services that allow existing and future banking customers to... View Details

Keywords: Balanced Scorecard; Internet and the Web; Corporate Entrepreneurship; Corporate Strategy; Performance Evaluation; Finance; Change; Situation or Environment; Measurement and Metrics; Financial Services Industry; Financial Services Industry

May 2000 (Revised August 2000)
Case

Service and Value in e-Commerce

This collection of readings illustrates the importance of service and logistics in e-commerce, focusing on e-Toys' disastrous 1999 holiday season. View Details

Keywords: Valuation; Internet and the Web; Service Operations; Logistics; Consumer Products Industry; Retail Industry; Entertainment and Recreation Industry

Article

Health Care Providers Need a Value Management Office

By: Robert S. Kaplan, Catherine H. MacLean, Alexander Dresner, Derek A. Haas and Thomas W. Feeley

Many health care organizations are striving to implement a value agenda that delivers better patient outcomes at lower cost, medical condition by medical condition. To accelerate the dissemination and adoption of the value agenda, across many more medical conditions,... View Details

Keywords: Service Delivery; Value; Health Care and Treatment; Health Industry

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November 2003 (Revised January 2004)
Case

eBay Inc.: Internet Success or Fairy Tale?

By: David F. Hawkins and Jacob Cohen

A well-known financial analyst claims that eBay has never been profitable and currently does not generate any "unfettered" cash flow. View Details

Keywords: Cash Flow; Accounting; Web Services Industry

24 Apr 2014
News

Building a business that provides opportunities for others

Patrick O'Connor (MBA 1983), who heads a family-owned real eastate service company, discusses the responsibility of building a company that employs a large number of people. (Published April 2014) View Details

March 2020 (Revised January 2022)
Case

Michelin: Building a Digital Service Platform

By: Sunil Gupta and Christian Godwin

Michelin, a tire company with over a century of experience, attempts to develop a digital service platform for its fleet and dealer customers. The case focuses on the challenges of bringing a large, well-established company into the digital age. Concerned about the... View Details

Keywords: Change; Transformation; Customer Focus and Relationships; Decision Making; Leading Change; Growth and Development; Strategy; Digital Platforms; Internet and the Web; Auto Industry; Travel Industry; Transportation Industry; United States; France

December 1998
Case

Retail Financial Services in 1998: Merrill Lynch

By: Stephen P. Bradley and Takia Mahmood

Provides an overview of Merrill Lynch's current strategy for retail financial services. Retail Financial Services in 1998 should be given to all students as background material. The class should then be split into groups, with each group receiving one of the following... View Details

Keywords: Investment Funds; Management Analysis, Tools, and Techniques; Industry Structures; Competition; Competitive Strategy; Financial Services Industry

December 1998
Case

Retail Financial Services in 1998: Fidelity Investments

By: Stephen P. Bradley and Takia Mahmood

Provides an overview of Fidelity Investment's current strategy for retail financial services. Retail Financial Services in 1998 should be given to all students as background material. The class should then be split into groups, with each group receiving one of the... View Details

Keywords: Investment Funds; Management Analysis, Tools, and Techniques; Industry Structures; Competition; Competitive Strategy; Financial Services Industry

December 1998
Case

Retail Financial Services in 1998: Charles Schwab

By: Stephen P. Bradley and Takia Mahmood

Provides an overview of Charles Schwab's current strategy for retail financial services. Retail Financial Services in 1998 should be given to all students as background material. The class should then be split into groups, with each group receiving one of the following... View Details

Keywords: Investment Funds; Management Analysis, Tools, and Techniques; Industry Structures; Competition; Competitive Strategy; Financial Services Industry

November 1999 (Revised November 2000)
Background Note

Overview of the Professional Services Course, An

By: Thomas J. DeLong and Ashish Nanda

Provides an overview of the HBS MBA Professional Services Course. Presents a structure and an outline intended to serve as a reference and provide orientation to students as the course progresses. View Details

Keywords: Business Education; Curriculum and Courses; Personal Development and Career

December 1998
Case

Retail Financial Services in 1998: First Union

By: Stephen P. Bradley and Takia Mahmood

Provides an overview of First Union's current strategy for retail financial services. Retail Financial Services in 1998 should be given to all students as background material. The class should then be split into groups, with each group receiving one of the following... View Details

Keywords: Investment Funds; Management Analysis, Tools, and Techniques; Industry Structures; Competition; Competitive Strategy; Financial Services Industry

31 Mar 2022
News

Navigating the ‘Bermuda Triangle’ in Professional Services

Fast Answer

Managing Service Operations: Research resources for new service design

Where can I begin begin my research for the new service design exercise? The following are highly selected resources for MSO New Service Design exercise. Please contact Baker Library View Details

14 Dec 2009
News

Salman Khan, Math Master of the Internet

Keywords: online education; Educational Services; Educational Services; Educational Services

October 2001 (Revised November 2001)
Case

Provident Life and Accident Insurance: The Acquisition of Paul Revere

By: Mihir A. Desai, Frank Williamson, Mark Veblen and Yuming Zou

Provident Life & Accident Insurance Co. has made an initial bid to acquire a primary competitor, Paul Revere, from conglomerate, Textron. The due diligence process uncovers a significant block of problematic disability insurance policies. Provident is forced to assess... View Details

Keywords: Insurance; Financial Management; Mergers and Acquisitions; Policy; Investment; Business Strategy; Cash Flow; Price; Bids and Bidding; Financial Reporting; Business Conglomerates; Service Industry; Service Industry

25 Mar 2021
Blog Post

Meet the Student Academic Services Support Team at HBS!

the myriad social and co-curricular opportunities available during their time here. So how can they help? The MBA Student & Academic Services Support Services team provides... View Details

01 Aug 2002
News

Service Leadership Fellows

The School's inaugural group of Service Leadership Fellows gathered for a Class Day breakfast celebration. For students interested in working in social enterprises after graduation, the new program matches them with nonprofit and... View Details

January 2009 (Revised February 2009)
Case

F-Secure Corporation: Software as a Service (SaaS) in the Security Solutions Market

By: Lynda M. Applegate, Robert D. Austin, Kalle Lyytinen, Esko Penttinen and Timo Saarinen

Describes the development of a business model based on "software as a service" (SaaS) for security solution distributed through Internet Service Providers (ISPs). F-Secure disruptively entered a mature business with dominant players by executing an innovative new... View Details

Keywords: Business Growth and Maturation; Business Model; Disruptive Innovation; Service Delivery; Internet; Information Technology Industry