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- All HBS Web (384)
- Faculty Publications (98)
- Career Coach
Jessica Mbaeliachi
to the Board of Directors, and key Enterprise Level strategic initiatives. She previously served as the company’s Head of Strategy and Operations for Intercontinental Markets, driving commercial strategy, brand planning and business... View Details
- 09 Apr 2016
- News
Introducing Panera 2.0
As Panera Bread opens its 2,000 location, founder and CEO Ron Shaich (MBA 1978) is preparing to launch Panera 2.0, the company’s ambitious plan to use technology to speed up the ordering process and enhance View Details
- Web
IT Strategy: Improving Service to Support Innovation | Information Technology
IT Strategy: Improving Service to Support Innovation By Kellyn Eaddy on September 20, 2024 Strategic Initiative: 1.05 Service Delivery Improvement Plan Share via Facebook Share via LinkedIn Print Share via... View Details
- 01 Jun 1998
- News
Devtosh Khare
a business plan to solicit venture capital and helped with strategic planning for a new Web-based product launch. To further expand his knowledge of India's thriving entrepreneurial landscape, Khare also did... View Details
Keywords: Orna Feldman photograph by Webb Chappell
- 10 AM – 11 AM EDT, 22 Oct 2015
- Webinars: Trending@HBS
Collective Impact: An Innovative Approach to Improving Public Education
In this webinar, Professor Grossman will describe an innovative approach to improving public education Collective Impact and how you can get involved to help transform public education in the communities you care about. View Details
- Web
Policymakers - Institute For Strategy And Competitiveness
HBS ISC Health Care Health Care Value-Based Health Care Health Care Courses Fast Facts Value-Based Health Care Value-Based Health Care Cases & Teaching Notes Key Concepts Key Stakeholders Publications Team Work With Us Presentations Key Stakeholders Key Stakeholders... View Details
- Web
MBA Registrar Services | MBA
MBA Registrar Services MBA Registrar Services supports delivery of key elements in the MBA Program including curriculum coordination, support for cross-registration, academic records maintenance for current students and alumni, and... View Details
- Web
Patients - Institute For Strategy And Competitiveness
Employers Suppliers Policymakers Patients Patients Consumers, as health plan subscribers and patients, should be the ultimate beneficiaries of a value-based health care delivery system. They can and should... View Details
- 01 Jun 2016
- News
Case Study: On the Table
furniture design but in a warehouse, a fleet of trucks, and a staff of drivers—the type of capital-intensive vertical integration he planned for later on, after Gaia Design had established its reputation as a source for well-designed,... View Details
- Web
Books - Institute For Strategy And Competitiveness
Health Delivery Project The Institute for Cancer Care Innovation MOC Network ICIC U.S. Cluster Mapping Project U.S. Competitiveness Project FSG Shared Value Initiative Social Progress Imperative AllWorld Network VBHCD Initiative VBHCD... View Details
James E. Casey
Starting with two bicycles and $100 in capital in 1907, Casey went on to build one of the most respected and recognized companies of the 20th century – United Parcel Service. UPS’s trademark brown delivery vehicles have become synonymous... View Details
Keywords: Transportation
- 23 Jan 2012
- Research & Ideas
Break Your Addiction to Service Heroes
words, you also need a management plan for your customers. To return to our manufacturing metaphor, the special challenge of service delivery is that your customers routinely wander onto the shop... View Details
- 16 Jan 2020
- News
Helping California Wildfire Victims Rebuild
the process simpler,” Pechet told Forbes. The company is now managing the rebuild process for 150 victims of the California wildfires. The Homebound software, the article notes, “tracks 379 unique tasks that are common when building a home, allowing customers to track... View Details
- 15 Aug 2024
- Op-Ed
Post-CrowdStrike, Six Questions to Test Your Company's Operational Resilience
When cybersecurity firm CrowdStrike distributed a faulty software update in July, it impacted a staggering 8.5 million devices. The crisis rippled through commercial airline operations, package delivery logistics, ecommerce, and health... View Details
Keywords: by Hise Gibson and Anita Lynch
- Web
Delivered by fast service cars - The Human Factor – Baker Library | Bloomberg Center, Historical Collections
planned system of fast distribution and replacements. Deliveries are made to dealers every few days by fast service cars. Typical of their up-to-the minute equipment, the illustrated truck is refrigerated,... View Details
- 01 Sep 2015
- News
High Yields
100,000 jobs and $82 billion worth of value. Amazon famously entered the space in 2013, announcing plans to use drones for its 30-minute delivery service, but there’s plenty of startup activity, too. Hawk... View Details
Keywords: Francis Storrs
- December 2010
- Supplement
Rackspace Hosting (2000)
By: W. Earl Sasser, James L. Heskett and Tom Ryder
The leadership team of Rackspace, faced with accommodation of its service offering and dwindling financial reserves, decides to make customer focus the rallying cry of its new strategy. View Details
Keywords: Customer Focus and Relationships; Planning; Organizational Change and Adaptation; Service Delivery; Strategy; Finance; Information Technology Industry
Sasser, W. Earl, James L. Heskett, and Tom Ryder. "Rackspace Hosting (2000)." Harvard Business School Video Supplement 811-701, December 2010.
- 01 Jun 2011
- News
Student Teams Take on Real-World Innovation
Term project designed to help the automaker advance its delivery of consumer-friendly electronics. “We call the project Cars 2.0,” says Fields. “We’ve had to change the culture here at Ford from ‘not invented here’ to taking ideas from... View Details
- 01 Apr 2002
- News
HBS Press Books in Brief
they can compete successfully in both the old and the new economies. Authors Philip Kotler, Dipak C. Jain, and Suvit Maesincee show how to build a complete marketing platform around the exploration, creation, and delivery of superior... View Details
- 01 Sep 2010
- News
RX for Change
Emory Healthcare sent a team of managers and clinicians to the Managing Healthcare Delivery program. From left, Dane Peterson, Dallis Howard-Crow, Bryce Gartland, and Susan Grant at Emory University’s School of Medicine in Atlanta,... View Details