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  • October 2013 (Revised November 2015)
  • Case

Southwire and 12 For Life: Scaling Up? (A)

By: Jan W. Rivkin and Ryan Lee
Southwire, a leading maker of cable based in rural Georgia, has partnered with the local school system to staff a factory with at-risk high school students. The positive impact on student outcomes has been remarkable, and the factory makes a profit for the company. Now... View Details
Keywords: Partners and Partnerships; Production; Education; Business and Community Relations; Manufacturing Industry; Education Industry
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Rivkin, Jan W., and Ryan Lee. "Southwire and 12 For Life: Scaling Up? (A)." Harvard Business School Case 714-434, October 2013. (Revised November 2015.)
  • 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.)
  • 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  • Other Unpublished Work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.
  • April 2017 (Revised February 2020)
  • Case

edaixi (eWash): Digital Transformation of Laundry Services (A)

By: Feng Zhu, Weiru Chen, Chuang Chen and Ciwu Lin
Founded in 2013 as a laundry service featuring online ordering for home pickup and delivery, China’s edaixi (eWash) illustrated the online-to-offline (O2O) business model. As yet unclear in 2016 was the optimal way to organize third-party laundry service providers,... View Details
Keywords: Laundry; O2O; Online-to-offline; Business Model; Service Operations; Ownership Type; Digital Platforms; Transformation; China
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Zhu, Feng, Weiru Chen, Chuang Chen, and Ciwu Lin. "edaixi (eWash): Digital Transformation of Laundry Services (A)." Harvard Business School Case 617-034, April 2017. (Revised February 2020.)
  • 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.
  • 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.
  • 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.
  • 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.
  • 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
  • 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.
  • 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.)
  • December 2014 (Revised February 2020)
  • Case

Compass Group: The Ascension Health Decision

By: Ryan W. Buell
In 2012, Compass Group (Compass) was on the verge of closing a $2 billion deal with Ascension Health (Ascension), one of the largest healthcare systems in the United States. Under the deal, Compass would provide foodservice management and cleaning services for 86 of... View Details
Keywords: Operations Strategy; Sectorization; Operational Focus; Customer Compatibility; Service Operations; Service Delivery; Operations; Strategy; Customer Focus and Relationships; Service Industry; Service Industry; United States
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Buell, Ryan W. "Compass Group: The Ascension Health Decision." Harvard Business School Case 615-026, December 2014. (Revised February 2020.)
  • 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.)
  • 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.
  • 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.
  • 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.)
  • 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
  • 02 Feb 2015
  • Working Paper Summaries

Mobile Money: The Effect of Service Quality and Competition on Demand

Keywords: by Karthik Balasubramanian & David F. Drake; Banking
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