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- All HBS Web
(2,821)
- People (18)
- News (1,159)
- Research (1,031)
- Events (1)
- Multimedia (2)
- Faculty Publications (430)
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- March 1998 (Revised July 1998)
- Case
United Way Community Services
Describes in detail the fund development and distribution system of United Way Community Services. A key question is how to measure the outcome/impact of the work done by the agencies that receive United Way funding. A follow-on question is how to reinvent the... View Details
Keywords: Capital; Management Systems; Measurement and Metrics; Distribution Channels; Organizational Change and Adaptation; Outcome or Result; Nonprofit Organizations
Rangan, V. Kasturi. "United Way Community Services." Harvard Business School Case 598-138, March 1998. (Revised July 1998.)
- October 2014 (Revised May 2015)
- Case
HandsOn Bay Area: Scaling Up Community Service
By: James Heskett
HandsOn Bay Area, an organization devoted to the performance of (and development of leaders for) community service, is undergoing a significant (and internally controversial) shift in its business model from "retail" projects involving individual volunteers to... View Details
Heskett, James. "HandsOn Bay Area: Scaling Up Community Service." Harvard Business School Case 915-404, October 2014. (Revised May 2015.)
- 2024
- Working Paper
Operational Impact of Communication Channels: Evidence from Last-Mile Delivery Services
By: Natalie Epstein, Santiago Gallino and Antonio Moreno
Communication channels are often used to improve customer satisfaction and behavior. This paper studies
how they can be used to enhance operational performance.
We partner with a last-mile delivery company and, through natural and field experiments, explore... View Details
We partner with a last-mile delivery company and, through natural and field experiments, explore... View Details
Epstein, Natalie, Santiago Gallino, and Antonio Moreno. "Operational Impact of Communication Channels: Evidence from Last-Mile Delivery Services." Working Paper, August 2024.
- October 2014
- Supplement
HandsOn Bay Area: Scaling Up Community Service (B)
By: James Heskett
Heskett, James. "HandsOn Bay Area: Scaling Up Community Service (B)." Harvard Business School Supplement 915-406, October 2014.
- 1997
- Working Paper
Social Enterprise Series No. 2: Making Business Sense of Community Service
By: James E. Austin
- August 2010 (Revised November 2011)
- Case
MindTree: A Community of Communities
By: David A. Garvin and Rachna Tahilyani
MindTree is a mid-sized Indian IT services company known for its knowledge management practices, its collaborative communities, and its strong culture and values. The CEO has set a goal of becoming a $1 billion company by 2014; to reach that goal, employees must create... View Details
Keywords: Learning; Corporate Entrepreneurship; Employee Relationship Management; Innovation and Invention; Knowledge Management; Leadership; Organizational Culture; Social and Collaborative Networks; Information Technology Industry; India
Garvin, David A., and Rachna Tahilyani. "MindTree: A Community of Communities." Harvard Business School Case 311-049, August 2010. (Revised November 2011.)
- May 1996 (Revised August 2001)
- Case
Timberland and Community Involvement
By: James E. Austin and Jaan Elias
The Timberland Co., a manufacturer and retailer of footwear, outdoor apparel, and accessories, committed itself to instituting and communicating a core set of values to its employees, stockholders, and consumers. The system of beliefs emphasized community service.... View Details
Keywords: Ethics; Values and Beliefs; Business and Community Relations; Social Enterprise; Corporate Strategy; Apparel and Accessories Industry
Austin, James E., and Jaan Elias. "Timberland and Community Involvement." Harvard Business School Case 796-156, May 1996. (Revised August 2001.)
- August 2003 (Revised December 2004)
- Case
Peninsula Community Foundation
By: James E. Austin, Jane Wei-Skillern and Alison Berkley Wagonfeld
After leading the Peninsula Community Foundation (PCF) through a period of tremendous growth, its president, Sterling Speirn, is facing the prospect of a decline in the foundation's asset base for the first time in the foundation's history. In addition, the fact that... View Details
Keywords: Philanthropy and Charitable Giving; Product Positioning; Planning; Alliances; Opportunities; Nonprofit Organizations; Valuation; Financial Services Industry
Austin, James E., Jane Wei-Skillern, and Alison Berkley Wagonfeld. "Peninsula Community Foundation." Harvard Business School Case 304-015, August 2003. (Revised December 2004.)
- March 2011
- Case
Insight Communications
By: Rajiv Lal and Natalie Kindred
After undertaking a multi-year, metrics-driven operational and cultural overhaul, in April 2010 Insight Communications was planning the next phase of its development. Insight was a New York-based provider of cable, landline phone, and high-speed Internet service to... View Details
- March 1993 (Revised April 1995)
- Case
IBM After-Sales Service
IBM has established a service delivery system to provide service and maintenance parts for its installed base of computers. The case outlines the competitive pressures IBM faces from alternative providers of maintenance services (e.g. other OEMs, third-party... View Details
Keywords: Service Delivery; Service Operations; Supply Chain; Supply Chain Management; Logistics; Operations; Distribution; Customer Focus and Relationships; Competitive Strategy; Computer Industry
Hammond, Janice H. "IBM After-Sales Service." Harvard Business School Case 693-001, March 1993. (Revised April 1995.)
- September 2000 (Revised April 2001)
- Case
Kana Communications
Kana is a young Internet software company wondering how it should react to the rapid emergence of Application Service Providers (ASPs), firms that host software applications for customers who can reach those via the Internet. ASPs may be a new channel of distribution... View Details
Keywords: Change Management; Internet and the Web; Applications and Software; Distribution Channels; Web Services Industry
Sarvary, Miklos. "Kana Communications." Harvard Business School Case 501-003, September 2000. (Revised April 2001.)
- January 2004 (Revised February 2005)
- Case
Timberland and Community Involvement (Abridged Version)
By: James E. Austin and James Quinn
When Jeffrey Swartz became the third generation in his family to lead the Timberland Co., he made community involvement an integral part of the company's strategy. Under Swartz's leadership, Timberland formed a close partnership with City Year, the national corps of... View Details
Keywords: Philanthropy and Charitable Giving; Business and Community Relations; Business and Stakeholder Relations; Corporate Strategy; Manufacturing Industry
Austin, James E., and James Quinn. "Timberland and Community Involvement (Abridged Version)." Harvard Business School Case 304-086, January 2004. (Revised February 2005.)
- July 2002 (Revised March 2003)
- Case
North East Medical Services
By: Thomas J. DeLong and Wendy Carter
Sophie Wong, president and CEO of North East Medical Services, a health care organization dedicated to serving the underprivileged Asian American community in San Francisco, must decide how to reposition the organization to serve patients from multiple income levels... View Details
Keywords: Health Care and Treatment; Human Resources; Leadership; Business and Stakeholder Relations; Health Industry; San Francisco
DeLong, Thomas J., and Wendy Carter. "North East Medical Services." Harvard Business School Case 403-002, July 2002. (Revised March 2003.)
- Forthcoming
- Article
You've Got Mail! The Late 19th-Century U.S. Postal Service Expansion, Firm Creation, and Firm Performance
By: Astrid Marinoni and Maria P. Roche
This paper examines the impact of the expansion of the US Postal Service in the late 19th century
on firm creation and performance. Utilizing newly digitized archival data on historic business establishments,
post office locations, and road networks in California,... View Details
Keywords: Institutional Innovation; Knowledge Exchange; US Postal Service; Firm Performance; Infrastructure; Expansion; Government Administration; Communication; Business History; Entrepreneurship; Public Administration Industry; California
Marinoni, Astrid, and Maria P. Roche. "You've Got Mail! The Late 19th-Century U.S. Postal Service Expansion, Firm Creation, and Firm Performance." Management Science (forthcoming). (Pre-published online January 15, 2025.)
- December 1994
- Supplement
Prodigy Services Company (A)-- Supplement
By: Lynn S. Paine
Allows students to record their personal evaluations of the communications which gave rise to the controversy detailed in Prodigy Services Co. (A). View Details
Keywords: Information Technology Industry
Paine, Lynn S. "Prodigy Services Company (A)-- Supplement." Harvard Business School Supplement 395-129, December 1994.
- April 2006 (Revised March 2007)
- Case
Southern States Communications
By: Constance E. Bagley and Michael B. Keating
Managers receiving letters claiming that their products or services violate the intellectual property rights of another sometimes have a tendency to ignore them after their technical staff advises them that the claims have no merit. Illustrates the perils of that... View Details
Bagley, Constance E., and Michael B. Keating. "Southern States Communications." Harvard Business School Case 806-170, April 2006. (Revised March 2007.)
- March 1988 (Revised September 1993)
- Case
United Services Automobile Association (USAA)
Under the leadership of Robert F. McDermott, USAA has been transformed from a property and casualty insurance company with $200 million in assets in the late 1960s to a $11 billion financial services empire in 1988. The case illustrates the value of having a CEO drive... View Details
Keywords: Business or Company Management; Leadership; Information Technology; Financial Services Industry; Financial Services Industry; United States
Vitale, Michael R. "United Services Automobile Association (USAA)." Harvard Business School Case 188-102, March 1988. (Revised September 1993.)
- April 2006 (Revised March 2007)
- Case
PayPal Merchant Services
By: Thomas R. Eisenmann and Lauren Barley
In early 2006, PayPal management is deciding how to respond to Google's entry into online payments. PayPal, owned by eBay, has targeted online merchants outside eBay's auction community for its next wave of expansion. Google represents a potential threat to PayPal's... View Details
Keywords: Internet and the Web; Competition; Expansion; Service Operations; Auctions; Web Services Industry; Web Services Industry
Eisenmann, Thomas R., and Lauren Barley. "PayPal Merchant Services." Harvard Business School Case 806-188, April 2006. (Revised March 2007.)
- July 1998 (Revised August 1998)
- Case
Community Wealth Ventures, Inc.
By: James E. Austin and Meredith D. Pearson
Share Our Strength, a successful anti-hunger nonprofit organization, created a for-profit subsidiary--Community Wealth Ventures (CWV)--to provide advisory services to companies and nonprofits on collaboration. Management is reviewing CWV's start-up experience. View Details
Keywords: Business Subsidiaries; For-Profit Firms; Governing and Advisory Boards; Management Analysis, Tools, and Techniques; Partners and Partnerships; Nonprofit Organizations; Consulting Industry
Austin, James E., and Meredith D. Pearson. "Community Wealth Ventures, Inc." Harvard Business School Case 399-023, July 1998. (Revised August 1998.)