Publications

Educators

01 Apr 1998
News

Gardella Joins Alumni Career Services

ACS provides, Gardella (email: rgardella@hbs.edu) hopes to "add value to every alumni interaction" through services that help job-seekers sharpen résumés, improve interview skills, and conduct research on View Details

Keywords: Caroline Chauncey

February 2005 (Revised March 2013)
Case

Phase Zero: Introducing New Services at IDEO (A)

By: Amy C. Edmondson and Laura Feldman

Focuses on whether world-renowned product design firm IDEO's new customer service fits with the firm's strategic position and organization capabilities. Over the course of IDEO's 13-year history, an increasing share of revenues are a result of "Phase 0"... View Details

Keywords: Strategy; Service Operations; Product Design; Infrastructure; Customer Focus and Relationships; Innovation and Invention; Service Industry; Boston; United States

Educators

April 2007
Article

Knowledge-based Innovation: Emergence and Embedding of New Practice Areas in Management Consulting Firms

By: N. Anand, H. K. Gardner and T. Morris

How do innovative knowledge-based structures emerge and become embedded in organizations? We drew on theories of knowledge-intensive firms, communities of practice, and professional service firms to analyze multiple cases of new practice area creation in management... View Details

Keywords: Knowledge; Innovation and Invention; Management Practices and Processes; Organizational Structure; Economy; Management Analysis, Tools, and Techniques; Experience and Expertise; Service Operations; Consulting Industry

08 Feb 2018
Blog Post

WesTrek: A Recap of the Largest Professional Trek at Harvard Business School

firms such as Bain Capital, Bessemer, and Greylock, and startups such as Allbirds, Thumbtack, and Patreon. WesTrek attendees were a diverse group with varied backgrounds and professional interests, including... View Details

Keywords: Technology

2007
Chapter

Prologue: Emerging Modern Law Firms

By: John J. Gabarro

Keywords: Legal Services Industry

February 1990 (Revised December 1990)
Case

Salomon Brothers: Managing the Firm

By: Robert G. Eccles Jr.

Keywords: Business or Company Management; Financial Services Industry

2012
Chapter

Knowledge-based Innovation: Emergence and Embedding of New Practice Areas in Management Consulting Firms

By: Heidi K. Gardner, N. Anand and Tim Morris

How do innovative knowledge-based structures emerge and become embedded in organizations? We drew on theories of knowledge-intensive firms, communities of practice, and professional service firms to analyze multiple cases of new practice area creation in management... View Details

Keywords: Competency and Skills; Innovation and Invention; Knowledge; Organizations; Practice; Mathematical Methods; Consulting Industry

March 2013 (Revised October 2013)
Supplement

Integrated Services at Jones Lang LaSalle (2005) (B)

By: Ranjay Gulati and Luciana Silvestri

This case describes the strategic and organizational challenges that Jones Lang LaSalle (JLL) faced between 2001 and 2005. Faced with the need to deliver integrated services to corporate clients in 2001, JLL created Corporate Solutions, a group that aimed to draw... View Details

Keywords: Organizational Structure; Strategy; Integration; Real Estate Industry; North America; South America; Central America

March 2012
Article

China's Growing IT Services and Software Industry: Challenges and Implications

By: F. Warren McFarlan, Ning Jia and Justin Wong

The Chinese management software and IT services industry has grown dramatically over the past two decades and today is about the size of the Indian industry a decade ago. The objective of this article is to help CIOs in firms outside of China better understand the... View Details

Keywords: Growth and Development; Information Technology; Applications and Software; Problems and Challenges; Information Technology Industry; China

July 2011
Teaching Note

Shanghai Diligence Law Firm (TN)

By: Robert G. Eccles and Penelope Rossano

Teaching Note for 409065. View Details

Keywords: Problems and Challenges; Opportunities; Brands and Branding; Competitive Strategy; Innovation and Invention; Compensation and Benefits; System; Talent and Talent Management; Legal Services Industry; Shanghai

09 Jul 2024
Research & Ideas

Are Management Consulting Firms Failing to Manage Themselves?

recruits by five to 10 months. McKinsey, for example, has laid off both non-client and client service staff, and for the first time in its history, has offered buyouts to hundreds of senior associates. Meanwhile, public consulting View Details

Keywords: by David Fubini; Consulting

04 Feb 2022
Blog Post

Energy and Cleantech: Career Advice from the Career & Professional Development Office

Tell us about what you were doing before joining HBS and what inspired you to join the Career & Professional Development team. I joined HBS in 2010, one year after graduating from law school, in the middle of a recession. I chose to... View Details

13 Apr 2015
Research & Ideas

3 Ways Firms Can Profit From Environmental Investments

In the course of her work, Rebecca Henderson meets business executives who don't address the threat of climate change because they don't believe that it exists. Her recommendation: They should consider investments in environmental sustainability anyway, assuming that... View Details

Keywords: by Carmen Nobel; Energy; Utilities

04 Jun 2024
Cold Call Podcast

How One Insurtech Firm Formulated a Strategy for Climate Change

Keywords: Re: Lauren H. Cohen; Insurance

Forthcoming
Article

No Line Left Behind: Assortative Matching Inside the Firm

By: Achyuta Adhvaryu, Vittorio Bassi, Anant Nyshadham and Jorge Tamayo

How do firms pair workers with managers, and which constraints affect the allocation of labor within the firm? We characterize the sorting pattern of managers to workers in a large readymade garment manufacturer in India and then explore potential drivers of the... View Details

Keywords: Assortative Matching; Productivity; Global Buyers; Readymade Garments; Labor; Organizational Design; Performance Productivity; Fashion Industry

16 Feb 2010
Research & Ideas

The Outside-In Approach to Customer Service

customers is just the starting point. From here, firms have to make a creative leap to discover the unique combination of products and services that may address those needs. No customer gave Steve Jobs and... View Details

Keywords: by Sarah Jane Gilbert; Consumer Products

November 2007
Article

A Model of Consumer Learning for Service Quality and Usage

By: Raghuram Iyengar, Asim Ansari and Sunil Gupta

In many services, e.g., the wireless service industry, consumers choose a service plan based on their expected consumption. In such situations, consumers experience two forms of uncertainty. First, consumers may be uncertain about the quality of their service provider... View Details

Keywords: Experience and Expertise; Customer Value and Value Chain; Learning; Price; Knowledge Use and Leverage; Marketing Strategy; Consumer Behavior; Service Delivery; Quality; Risk and Uncertainty; Service Industry

Read Now

November 1999 (Revised May 2001)
Case

AGENCY.COM (A): Launching an Interactive Service Agency

By: Ashish Nanda, Thomas J. DeLong and Scot H. Landry

Having recently launched one of Silicon Valley's first start-ups, cofounders Chan Suh and Kyle Shannon ponder whether their interactive consulting firm is prepared to bid for work from a very large client. View Details

Keywords: Business Startups; Internet and the Web; Problems and Challenges; Business Strategy; Decision Making; Entrepreneurship; Consulting Industry; Information Technology Industry

Educators