Scaling Service Operations - Publications - Faculty & Research

10 Aug 2022
News

Operations Service Management: Transforming Campus Through Digital Workflows

01 Dec 2011
News

At Your Service

Frei and Morriss: No heroics, please—partner with customers to make strategic service choices instead of trying to be the best at everything. In their new book, Uncommon Service: How to Win by Putting Customers at the Core of Your... View Details

07 May 2025
News

Scaling New Heights

Brown discusses the experience of working with HBS to scale City Fresh Foods. City Fresh Foods video Brown discusses the experience of working with HBS to scale City Fresh Foods. City Fresh Foods is one of... View Details

Keywords: Jennifer Gillespie

01 Apr 2002
News

Charting the Luminary Leadership in Professional Service Firms

Charting the Luminary Leadership in Professional Service Firms In their new book Aligning the Stars: How to Succeed When Professionals Drive Results (Harvard Business School Press), HBS professor Jay W. Lorsch and former Bain & Company... View Details

Keywords: professional service firms; Publishing Industries (except Internet); Information

07 Aug 2012
News

Scaling Is Hard. Here's How Akamai Did It.

06 Jul 2017
News

Leadership on a Global Scale

When the inaugural West Point All-Academies Asia Summit opened in Singapore in June 2015, Ray Jefferson (MBA 2000) celebrated a personal moment of triumph. For the Summit’s point person, this first-ever gathering in Asia for graduates of US View Details

01 Jun 2018
News

Case Study: Tip the Scale

over speed in the fulfillment process. Walden aims to build a community of home cooks who are connected to local farms in a meaningful way, not simply a transactional purchase. The Question: With year-over-year growth at 75 to 100 percent, Cummings’s question is how to... View Details

01 Mar 2006
News

Scaling Peaks for Cancer Research

MOUNTAIN CLIMBING TRIO: Bishop, Murphy, and Serafini stay in shape. Three HBS students are out to set a world record by scaling the seven tallest mountains on seven continents in seven months — all to raise $5 million to help fight... View Details

Keywords: pediatric cancer research; Personal Services; Personal Services

05 Dec 2016
News

Scaling Up at Five Below

(photo by Jane M. Von Bergen / Philadelphia Inquirer) (photo by Jane M. Von Bergen / Philadelphia Inquirer) It’s the holiday season and emoji merchandise is flying off the shelves—especially poop emoji (sorry). Chalk it up to the whimsical tastes of the teen and... View Details

Keywords: Miscellaneous Store Retailers; Retail Trade

01 Sep 2003
News

Incentives and Operational Excellence

Operational problems can be the cause of an organization’s demise. Often they can be traced to poor controls in interorganizational settings, according to HBS associate professor V.G. Narayanan, a specialist in measurement systems and... View Details

Keywords: Educational Services; Educational Services; Educational Services

25 Jun 2011
News

It's Africa calling for mobile operators

12 Dec 2022
News

Why Some Startups Fail to Scale

14 Sep 2015
News

Rewriting the Rules of Service Competition

01 Feb 2000
News

Financial Services 24/7

Already, Crane asserts, "you can't talk about banking without talking about trading." Thus the "bank" of the future is likely to be a multifaceted online financial services operation that will make today's... View Details

Keywords: Susan Young

01 Sep 2022
News

Selling with Service

23 Apr 2015
News

Why Tesla Won't Be Able to Scale

Keywords: Tesla; innovation; competition; auto industry; strategy; Manufacturing

09 Mar 2021
News

A Family Business at a Crossroads: Scaling and Succession

28 Jun 2022
News

Scaling a Fintech Startup for the Greater Good

06 Mar 2018
News

A Voice for Diversity and Impact at Scale

scaling local knowledge. Back in the United States, that realization led Hunt to explore other aspects of the health care industry’s value chain, from billing to insurance to product development. “I loved the sense that I was working in... View Details

01 Mar 2003
News

Service with a Smile

data from 111 workers — college students who labored in service jobs — the pair measured job satisfaction and its relationship to whether workers were being asked to hide or exaggerate emotions. Their study, “A Longitudinal Analysis of... View Details

Keywords: Laura Morgan Roberts; Stephane Cote; Publishing Industries (except Internet); Information

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