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Show Results For
- All HBS Web
(4,896)
- People (13)
- News (1,429)
- Research (2,702)
- Events (9)
- Multimedia (7)
- Faculty Publications (1,733)
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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
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
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- Other Unpublished Work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
- 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
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.)
- 2009
- Other Unpublished Work
Organizational Alignment in Professional Services
By: John J. Gabarro, Thomas J. DeLong and Robert Lees
- April 2008
- Teaching Note
New Service Design Exercise (TN)
By: Frances X. Frei
Teaching Note for [605053]. View Details
- 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
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
- 23 Sep 2009
- Working Paper Summaries
Operational Failures and Problem Solving: An Empirical Study of Incident Reporting
- 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
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
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
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
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
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
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
- 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
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
- 02 Feb 2015
- Working Paper Summaries