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- Faculty Publications (170)
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- All HBS Web (544)
- Faculty Publications (170)
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- March 1999 (Revised February 2000)
- Case
Patient Care Delivery Model at the Massachusetts General Hospital, The
By: Amy C. Edmondson, Richard M.J. Bohmer and Emily Heaphy
Examines the implementation of a new patient care delivery model at Massachusetts General Hospital. Uses clinical and financial data to examine different choices for staffing non-physician health care professionals and to understand the challenges of managing change...
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Keywords:
Change Management;
Service Delivery;
Health Care and Treatment;
Health Industry;
Massachusetts
Edmondson, Amy C., Richard M.J. Bohmer, and Emily Heaphy. "Patient Care Delivery Model at the Massachusetts General Hospital, The." Harvard Business School Case 699-154, March 1999. (Revised February 2000.)
- 2002
- Other Unpublished Work
Legal Management: The Case for a Managed Model for the Delivery of Legal Services
This essay takes a brief look at the innovations in the delivery of legal services made due to the expansion of the pre-paid sector and uses those changes in the power dynamics of the industry to make a compelling case for a more widespread, managed model. The managed...
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Bernstein, Ethan S. "Legal Management: The Case for a Managed Model for the Delivery of Legal Services." December 2002. (Harvard Law School: Bellow-Sacks Access to Civil Legal Services Project.)
- April 2000
- Teaching Note
Patient Care Delivery Model at the Massachusetts General Hospital, The TN
By: Amy C. Edmondson, Richard M.J. Bohmer and Emily Heaphy
Teaching Note for (9-699-154).
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- June 2006 (Revised June 2007)
- Background Note
The Challenge Facing the U.S. Healthcare Delivery System
By: Richard M.J. Bohmer and Carin-Isabel Knoop
Discusses the challenges currently facing the U.S. health care delivery system. These challenges frame the problems managers of delivery organizations are currently facing. They include a burgeoning gap between demand and supply. Demand for health care services is...
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Bohmer, Richard M.J., and Carin-Isabel Knoop. "The Challenge Facing the U.S. Healthcare Delivery System." Harvard Business School Background Note 606-096, June 2006. (Revised June 2007.)
- September 2009 (Revised April 2011)
- Supplement
Integrated Project Delivery at Autodesk, Inc. (C)
By: Amy C. Edmondson and Faaiza Rashid
Describes Autodesk's engagement in Integrated Project Delivery—a new model of risk management, inter-firm teamwork, and multi-objective (aesthetic, cost, and sustainability) optimization in building projects. In 2008, Autodesk, Inc. the world's largest design software...
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Keywords:
Risk Management;
Groups and Teams;
Goals and Objectives;
Collaborative Innovation and Invention;
Integration;
Construction Industry
Edmondson, Amy C., and Faaiza Rashid. "Integrated Project Delivery at Autodesk, Inc. (C)." Harvard Business School Supplement 610-018, September 2009. (Revised April 2011.)
- September 2009 (Revised April 2011)
- Supplement
Integrated Project Delivery at Autodesk, Inc. (B)
By: Amy C. Edmondson and Faaiza Rashid
Describes Autodesk's engagement in Integrated Project Delivery—a new model of risk management, inter-firm teamwork, and multi-objective (aesthetic, cost, and sustainability) optimization in building projects. In 2008, Autodesk, Inc. the world's largest design software...
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Keywords:
Risk Management;
Groups and Teams;
Goals and Objectives;
Collaborative Innovation and Invention;
Integration;
Construction Industry
Edmondson, Amy C., and Faaiza Rashid. "Integrated Project Delivery at Autodesk, Inc. (B)." Harvard Business School Supplement 610-017, September 2009. (Revised April 2011.)
- September 2009 (Revised April 2011)
- Case
Integrated Project Delivery at Autodesk, Inc. (A)
By: Amy C. Edmondson and Faaiza Rashid
Describes Autodesk's engagement in Integrated Project Delivery—a new model of risk management, inter-firm teamwork, and multi-objective (aesthetic, cost, and sustainability) optimization in building projects. In 2008, Autodesk, Inc., the world's largest design software...
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Keywords:
Buildings and Facilities;
Business Headquarters;
Design;
Risk Management;
Business Processes;
Projects;
Groups and Teams;
Partners and Partnerships;
Cooperation;
Construction Industry;
Service Industry
Edmondson, Amy C., and Faaiza Rashid. "Integrated Project Delivery at Autodesk, Inc. (A)." Harvard Business School Case 610-016, September 2009. (Revised April 2011.)
- October 2005
- Case
Wipro Technologies: The Factory Model
Based in Bangalore, Wipro Technologies is a rapidly growing software services company. Wipro is experimenting with a new software service delivery model that draws on the principles of the Toyota production system and "lean" manufacturing. Addresses the advantages and...
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Keywords:
Job Cuts and Outsourcing;
Service Operations;
Applications and Software;
Standards;
Information Technology Industry;
Bangalore
Upton, David M., and Virginia Fuller. "Wipro Technologies: The Factory Model." Harvard Business School Case 606-021, October 2005.
- 2021
- Working Paper
An Empirical Study of Time Allotment and Delays in E-commerce Delivery
By: M. Balakrishnan, MoonSoo Choi and Natalie Epstein
Problem definition: We study how having more time allotted to deliver an order affects the speed of the delivery process. Furthermore, we seek to predict orders that are likely to be delayed early in the delivery process so that actions can be taken to avoid delays....
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Keywords:
Logistics;
E-commerce;
Mathematical Methods;
AI and Machine Learning;
Performance Productivity
Balakrishnan, M., MoonSoo Choi, and Natalie Epstein. "An Empirical Study of Time Allotment and Delays in E-commerce Delivery." Working Paper, December 2021.
- 15 Jan 2018
- Research & Ideas
A Better Business Model for Fighting Cancer
system to speed delivery of targeted therapies to the marketplace. “Early on, people would ask us why the (Harvard) business school, and not the medical school, was the recipient of this gift,” says accelerator co-chair and HBS senior...
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- March 2019 (Revised May 2019)
- Case
Fetchr: A New Way of Last Mile Delivery
By: V.G. Narayanan and Eren Kuzucu
By mid-2016, five years of aggressive growth had transformed Fetchr from a small logistics startup to a 1,000-employee, full-fledged last-mile delivery company operating across four countries in the Middle East and North Africa (MENA). Already beneficiaries of the...
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Keywords:
Startup;
Decision;
Financial Strategy;
UAE;
KSA;
MENA;
Cost Accounting;
Business Model;
Business Startups;
Transformation;
Cost Management;
Strategy;
Disruptive Innovation;
Technological Innovation;
Growth and Development Strategy;
Growth Management;
Logistics;
Service Delivery;
Supply Chain Management;
Performance Evaluation;
Mathematical Methods;
Mobile and Wireless Technology;
Transportation Networks;
Middle East;
United Arab Emirates;
Dubai;
Bahrain;
Egypt;
Saudi Arabia;
North Africa
Narayanan, V.G., and Eren Kuzucu. "Fetchr: A New Way of Last Mile Delivery." Harvard Business School Case 119-018, March 2019. (Revised May 2019.)
- December 2015 (Revised February 2016)
- Case
Ocado
By: José Alvarez, David E. Bell and Damien McLoughlin
In 2015, U.K.-based Ocado was the world's largest pure player in the online home-delivery grocery business and was gaining a growing share of the highly competitive U.K. grocery market. Ocado had made heavy investments in technology, including a highly automated...
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Keywords:
Ocado;
Grocery;
Retail;
Online Grocery;
Supermarket;
Delivery Models;
Service Models;
United Kingdom;
Technology;
Operations Management;
Digital Platforms;
Competition;
Internet and the Web;
Service Operations;
Service Delivery;
Supply Chain;
Marketing;
Retail Industry;
Food and Beverage Industry;
United Kingdom
- January 1988 (Revised January 1997)
- Case
Digital Equipment Corp.: The Endpoint Model (A)
By: David A. Garvin
Describes a comprehensive manufacturing strategy designed to reduce substantially the cycle time of orders (i.e. the time between the placement of an order by a customer and its delivery to the customer). To launch the strategy Digital has adopted manufacturing...
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Keywords:
Business Plan;
Information;
Time Management;
Production;
Strategic Planning;
Strategy;
Manufacturing Industry
Garvin, David A. "Digital Equipment Corp.: The Endpoint Model (A)." Harvard Business School Case 688-059, January 1988. (Revised January 1997.)
- January–February 2024
- Article
Shared Service Delivery Can Increase Client Engagement: A Study of Shared Medical Appointments
By: Ryan W. Buell, Kamalini Ramdas, Nazlı Sönmez, Kavitha Srinivasan and Rengaraj Venkatesh
Problem Definition: Clients and service providers alike often consider one-on-one service delivery to be ideal, assuming – perhaps unquestioningly – that devoting individualized attention best improves client outcomes. In contrast, in shared service delivery, clients...
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Keywords:
Health Care and Treatment;
Customer Satisfaction;
Outcome or Result;
Performance Improvement
Buell, Ryan W., Kamalini Ramdas, Nazlı Sönmez, Kavitha Srinivasan, and Rengaraj Venkatesh. "Shared Service Delivery Can Increase Client Engagement: A Study of Shared Medical Appointments." Manufacturing & Service Operations Management 26, no. 1 (January–February 2024): 154–166.
- October 22, 2015
- Article
The Mayo Clinic Model for Running a Value-Improvement Program
By: Robert S. Kaplan, Derek A. Haas, Richard A. Helmers, March Rucci and Meredith Brady
Applying time-driven activity-based costing (TDABC) in health care cannot be delegated to the finance function. The most successful implementations have had strong executive support, exceptional clinical leaders, and dedicated, multi-disciplinary project teams. The...
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Keywords:
Service Delivery;
Activity Based Costing and Management;
Health Care and Treatment;
Health Industry
Kaplan, Robert S., Derek A. Haas, Richard A. Helmers, March Rucci, and Meredith Brady. "The Mayo Clinic Model for Running a Value-Improvement Program." Harvard Business Review (website) (October 22, 2015). (A collaboration of the editors of Harvard Business Review and the New England Journal of Medicine.)
- November–December 2010
- Article
A Method for Defining Value in Healthcare Using Cancer Care as a Model
By: Thomas W. Feeley, Heidi Albright, Ronald Walters and Thomas W. Burke
Value-based healthcare delivery is being discussed in a variety of healthcare forums. This concept is of great importance in the reform of the US healthcare delivery system. Defining and applying the principles of value-based competition in healthcare delivery models...
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Keywords:
Value Creation;
Cancer Care In The U.S.;
Healthcare;
Health;
Management;
Measurement and Metrics;
Health Industry;
North and Central America
Feeley, Thomas W., Heidi Albright, Ronald Walters, and Thomas W. Burke. "A Method for Defining Value in Healthcare Using Cancer Care as a Model." Journal of Healthcare Management 55, no. 6 (November–December 2010): 399–412. (This article won the Edgar C. Hayhow Award from the American College of Healthcare Executive in 2012 as the article of the year in the Journal of Healthcare Management.)
- June 15, 2021
- Article
Cutting the Gordian Knot of Employee Health Care Benefits and Costs: A Corporate Model Built on Employee Choice
By: Regina E. Herzlinger and Barak D. Richman
President Joe Biden’s promise to give every American access to affordable health insurance is well-intentioned, but his plan’s policy elements—a public option, a permanent expanded tax credit—require congressional approval and would expend significant political and...
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Keywords:
Health Insurance;
Health Insurance Marketplaces;
Health Care Delivery;
Health Care Financing;
Health Care Industry;
Health Care and Treatment;
Insurance;
Service Delivery;
Cost Management;
Health Industry;
United States
Herzlinger, Regina E., and Barak D. Richman. "Cutting the Gordian Knot of Employee Health Care Benefits and Costs: A Corporate Model Built on Employee Choice." Health Affairs Blog (June 15, 2021).
- Teaching Interest
Managing Service Operations - MBA Elective Curriculum
By: Ryan W. Buell
World-class service organizations deeply understand the needs and behaviors of their customers, and design, manage, and improve their operating models accordingly. This course investigates the distinct challenges inherent in leading service operations, which make up... View Details
- February 2017
- Case
Yemeksepeti: Growing and Expanding the Business Model through Data
By: William R. Kerr, Gamze Yucaoglu and Eren Kuzucu
In October 2016, Nevzat Aydin, co-founder and CEO of Yemeksepeti, the Turkish online food-ordering company, was looking over the company's quarterly results and projections for the upcoming year with his management team. It had been almost a year and a half since Aydin...
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Keywords:
Entrepreneurial Management;
Entrepreneurial Ventures;
Turkey;
Big Data;
Customer Focused Organization;
Service Management;
Continuous Improvement;
Data Analysis;
Internet;
Growth Strategy;
Technological Change;
Information Systems;
Entrepreneurship;
Corporate Strategy;
Analytics and Data Science;
Analysis;
Customer Focus and Relationships;
Emerging Markets;
Service Operations;
Competitive Advantage;
Performance Improvement;
Internet and the Web;
Growth and Development Strategy;
Information Technology;
Value Creation;
Food and Beverage Industry;
Turkey
Kerr, William R., Gamze Yucaoglu, and Eren Kuzucu. "Yemeksepeti: Growing and Expanding the Business Model through Data." Harvard Business School Case 817-095, February 2017.
- 01 Jun 2020
- What Do You Think?
Will Challenged Amazon Tweak Its Retail Model Post-Pandemic?
organization and prepared to challenge its own doctrines about how it operates to drive more resilient features into the entire platform (e.g. supplier partnerships and sourcing under duress, prime membership adjustments) that supplement the unique View Details