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  • November 1989 (Revised February 1992)
  • Case

Ford Motor Co.: Dealer Sales and Service

By: Leonard A. Schlesinger
Since Henry Ford founded Ford Motor Co., Ford vehicles have been sold and serviced the same way. By the late 1980s Ford began to consider making changes in its sales and service process. Two developments forced Ford to reconsider these processes. First, Ford found... View Details
Keywords: Organizational Change and Adaptation; Change Management; Distribution Channels; Customer Focus and Relationships; Service Industry; Service Industry; Service Industry; United States
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Schlesinger, Leonard A. "Ford Motor Co.: Dealer Sales and Service." Harvard Business School Case 690-030, November 1989. (Revised February 1992.)
  • October 2002 (Revised April 2007)
  • Case

Dell Computers (A): Field Service for Corporate Clients

By: Frances X. Frei, Amy C. Edmondson and Corey B. Hajim
Explores the highly successful PC and low-end server manufacturer's entry into the large-scale server market in the United States. A key difference of this new market is the intense service element required to support the larger hardware. Specifically, the industry... View Details
Keywords: Information Infrastructure; Customer Relationship Management; Job Cuts and Outsourcing; Service Operations; Business or Company Management; Emerging Markets; Problems and Challenges; Service Delivery; Computer Industry; United States
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Frei, Frances X., Amy C. Edmondson, and Corey B. Hajim. "Dell Computers (A): Field Service for Corporate Clients." Harvard Business School Case 603-067, October 2002. (Revised April 2007.)
  • April 2008
  • Teaching Note

New Service Design Exercise (TN)

By: Frances X. Frei
Teaching Note for [605053]. View Details
Keywords: Service Operations; Design; Strategy; Product Positioning
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Frei, Frances X. "New Service Design Exercise (TN)." Harvard Business School Teaching Note 608-132, April 2008.
  • April 2021
  • Supplement

Buy Online, Pickup in Store: Vice President of Store Operations Supplement

By: Antonio Moreno, Santiago Gallino and Amy Klopfenstein
In April 2019, Sylvarella VP of Store Operations Axley Vega must review an analysis of her department’s sales data to determine the impact of the company’s Buy Online, Pickup in Store (BOPS) program. BOPS implementation created significant problems for the store... View Details
Keywords: Operations; Service Delivery; Logistics; Infrastructure; Distribution Channels; Order Taking and Fulfillment; Analysis; Retail Industry; Apparel and Accessories Industry; United States; Canada
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Moreno, Antonio, Santiago Gallino, and Amy Klopfenstein. "Buy Online, Pickup in Store: Vice President of Store Operations Supplement." Harvard Business School Supplement 621-105, April 2021.
  • 2009
  • Other Unpublished Work

Organizational Alignment in Professional Services

By: John J. Gabarro, Thomas J. DeLong and Robert Lees
Keywords: Service Operations; Alignment; Organizational Structure
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Gabarro, John J., Thomas J. DeLong, and Robert Lees. "Organizational Alignment in Professional Services." January 2009.
  • 2007
  • Other Unpublished Work

Practice Segmentation in Professional Services

By: John J. Gabarro, Thomas J. DeLong and Robert Lees
Keywords: Service Operations; Segmentation; Service Industry
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Gabarro, John J., Thomas J. DeLong, and Robert Lees. "Practice Segmentation in Professional Services." January 2007.
  • March 1991 (Revised May 1991)
  • Case

Charles Schwab: Financial Advisors Service

By: Steven C. Wheelwright
Keywords: Product Development; Innovation and Invention; Financial Services Industry
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Wheelwright, Steven C. "Charles Schwab: Financial Advisors Service." Harvard Business School Case 691-072, March 1991. (Revised May 1991.)
  • January 2017
  • Supplement

Hello Alfred: Come Home Happy — Operating the Business Model Exercise

By: Joseph B. Fuller and Christopher Payton
On a mission to "automate the on-demand economy," Harvard Business School classmates Marcela Sapone and Jessica Beck launched Hello Alfred in 2013 to provide subscribers with an "Alfred" to complete various chores for a monthly fee. In early 2016, the company has built... View Details
Keywords: Growth and Development Strategy; Internet and the Web; Business Startups; Service Operations; Service Industry; New York (city, NY); Boston
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Fuller, Joseph B., and Christopher Payton. "Hello Alfred: Come Home Happy — Operating the Business Model Exercise." Harvard Business School Spreadsheet Supplement 317-705, January 2017.
  • 23 Sep 2009
  • Working Paper Summaries

Operational Failures and Problem Solving: An Empirical Study of Incident Reporting

Keywords: by Julia Adler-Milstein, Sara J. Singer & Michael W. Toffel; Health
  • May 1993
  • Case

Patient Transfusion Services Lab of Central Blood Bank

By: James L. Heskett
The vice president of the Lab and Clinical Services at Central Blood Bank is faced with the challenge of convincing a hospital to use economical shared patient transfusion testing services. View Details
Keywords: Health Care and Treatment; Quality; Service Operations; Mathematical Methods; Customer Satisfaction; Health Industry
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Heskett, James L. "Patient Transfusion Services Lab of Central Blood Bank." Harvard Business School Case 693-091, May 1993.
  • 02 Mar 2015
  • Research & Ideas

‘Retail Revolution’ Excerpt: The Scale of the Ecommerce Threat

book excerpt The Scale Of The Threat From Retail Revolution: Will Your Brick-and-Mortar Store Survive? By Rajiv Lal, José B. Alvarez and Dan Greenberg After years against the ropes, many retailers are fighting out of the corner:... View Details
Keywords: Re: Rajiv Lal; Retail
  • December 2004 (Revised April 2006)
  • Case

Managing Diversity at Cityside Financial Services

By: Robin J. Ely and Ingrid Vargas
Cityside Financial Services, a disguised consumer bank, serves both a largely African-American urban community and a more affluent, predominantly white clientele. To match the gender and racial makeup of its staff to that of its customers, Cityside's sales division... View Details
Keywords: Selection and Staffing; Situation or Environment; Race; Employees; Gender; Customer Satisfaction; Diversity; Cross-Cultural and Cross-Border Issues; Banks and Banking; Banking Industry
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Ely, Robin J., and Ingrid Vargas. "Managing Diversity at Cityside Financial Services." Harvard Business School Case 405-047, December 2004. (Revised April 2006.)
  • 2000
  • Chapter

Service Markets and the Internet

By: J. A. Deighton
Keywords: Internet and the Web; Service Operations; Market Design
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Deighton, J. A. "Service Markets and the Internet." In Services Marketing: People, Technology, Strategy, edited by Christopher Lovelock. Upper Saddle River, NJ: Prentice Hall, 2000.
  • March 2002
  • Background Note

Virtuous Cycles: Improving Service and Lowering Costs in E-Commerce

Illustrates how various elements in a customer's encounter with Internet services relying on physical service (labor-intensive customer support and/or logistics) affect one another. Presents a framework that suggests: 1) that improving service quality in specific... View Details
Keywords: Internet and the Web; Service Delivery; Performance Efficiency; Performance Effectiveness; Service Industry
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Hallowell, Roger H. "Virtuous Cycles: Improving Service and Lowering Costs in E-Commerce." Harvard Business School Background Note 802-155, March 2002.
  • February 1996 (Revised November 2003)
  • Case

Indianapolis: Activity-Based Costing of City Services (A)

By: Robert S. Kaplan
A new administration in the City of Indianapolis is initially determined to privatize many municipal services. Before taking this action, however, the city managers want to know the current cost of performing these services with the municipal workers. Existing... View Details
Keywords: Cost Management; Public Sector; Activity Based Costing and Management; Service Delivery; Privatization; City; Indianapolis
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Kaplan, Robert S. "Indianapolis: Activity-Based Costing of City Services (A)." Harvard Business School Case 196-115, February 1996. (Revised November 2003.)
  • 2007
  • Other Unpublished Work

Professional Service Firms: A Breed Apart

By: John J. Gabarro, Thomas J. DeLong and Robert Lees
Keywords: Service Operations; Service Industry
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Gabarro, John J., Thomas J. DeLong, and Robert Lees. "Professional Service Firms: A Breed Apart." January 2007.
  • Spring 2014
  • Article

What Impact? A Framework for Measuring the Scale & Scope of Social Performance

By: Alnoor Ebrahim and V. Kasturi Rangan
Organizations with social missions, such as nonprofits and social enterprises, are under growing pressure to demonstrate their impacts on pressing societal problems such as global poverty. This article draws on several cases to build a performance assessment framework... View Details
Keywords: Nonprofit Organizations; Performance Evaluation
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Ebrahim, Alnoor, and V. Kasturi Rangan. "What Impact? A Framework for Measuring the Scale & Scope of Social Performance." California Management Review 56, no. 3 (Spring 2014): 118–141.
  • February 2016 (Revised September 2017)
  • Case

Scaling Well by Doing Good: Motivating Talent at b.good

By: Francesca Gino, Paul Green Jr. and Bradley Staats
Boston-based fast-casual chain b.good was founded on the idea of healthy food, sourced locally, and prepared in-store. The founders had built a value-based business and worked hard to cultivate a sense of family—among employees, customers, and suppliers. In 2015, they... View Details
Keywords: Motivation; Values; Corporate Culture; Growth Strategy; Motivation and Incentives; Values and Beliefs; Growth Management; Organizational Culture; Growth and Development Strategy; Service Industry; Service Industry; New England
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Gino, Francesca, Paul Green Jr., and Bradley Staats. "Scaling Well by Doing Good: Motivating Talent at b.good." Harvard Business School Case 916-031, February 2016. (Revised September 2017.)
  • 23 Jan 2012
  • Research & Ideas

Break Your Addiction to Service Heroes

your biggest buckets of cost and rethinking those strategically in ways that give your customers something they value," notes Frei, the UPS Foundation Professor of Service Management at Harvard Business School. Morriss (HBS MBA '04),... View Details
Keywords: by Deborah Blagg; Service
  • March 1999
  • Case

Australia's Telstra Corporation (C): Operating in Never-Never Land

By: W. Earl Sasser, Carin-Isabel Knoop and Carlos A. A Gonzalez
Supplements the (A) case. View Details
Keywords: Business Ventures; Service Operations; Telecommunications Industry; Australia
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Sasser, W. Earl, Carin-Isabel Knoop, and Carlos A. A Gonzalez. "Australia's Telstra Corporation (C): Operating in Never-Never Land." Harvard Business School Case 899-211, March 1999.
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