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Show Results For
- All HBS Web
(6,273)
- People (30)
- News (1,619)
- Research (3,684)
- Events (7)
- Multimedia (9)
- Faculty Publications (2,550)
- Research Summary
Cost Management Systems
By: Robert S. Kaplan
Robert S. Kaplan continues to explore the design and use of activity-based cost management systems for manufacturing and service companies. His most recent work, done collaboratively with Professor Michael E. Porter, applies time-driven activity-based costing (TDABC)... View Details
- 2015
- Working Paper
Service Quality, Inventory and Competition: An Empirical Analysis of Mobile Money Agents in Africa
By: Karthik Balasubramanian and David F. Drake
The use of electronic money transfer through cellular networks ("mobile money") is rapidly increasing in the developing world. The resulting electronic currency ecosystem could improve the lives of the estimated 2 billion people who live on less than $2 a day by... View Details
Keywords: Operations Strategy; Base Of The Pyramid; Mobile Money; Inventory Management; Competition; Currency; Service Operations; Mobile and Wireless Technology
Balasubramanian, Karthik, and David F. Drake. "Service Quality, Inventory and Competition: An Empirical Analysis of Mobile Money Agents in Africa." Harvard Business School Working Paper, No. 15-059, January 2015. (Revised October 2015.)
- 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
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.)
- Web
Rclone - Research Computing Services
Unix file management commands, and a long list of cloud providers are supported . You can use rclone to transfer and synchronize files between HBSGrid storage and your HBS Microsoft OneDrive storage , or any other supported cloud storage... View Details
- July 2013 (Revised August 2013)
- Case
Seeking Alpha in the Afterlife: CMG Life Services and the Life Settlement Industry
By: Lauren Cohen
Cohen, Lauren. "Seeking Alpha in the Afterlife: CMG Life Services and the Life Settlement Industry." Harvard Business School Case 214-011, July 2013. (Revised August 2013.)
- February 2020 (Revised February 2022)
- Case
Sustainable Product Management at Solvay
By: George Serafeim, Vincent Dessain and Mette Fuglsang Hjortshoej
In November 2019, Ilham Kadri, CEO of Solvay, a Belgian specialty chemicals and advanced materials group, with annual revenues of more than €10 billion in 2018, announced the group’s mid-term strategy, eight months after she took the helm as Solvay’s 11th CEO. The case... View Details
Keywords: Sustainability; Sustainable Business And Innovation; Sustainability Management; Sustainable Development; Management Accounting; Innovation; Carbon Emissions; Sustainability Reporting; Sustainability Targets; Target-setting; Product; Management; Transformation; Growth and Development Strategy; Climate Change; Environmental Sustainability; Chemical Industry; Europe; Belgium
Serafeim, George, Vincent Dessain, and Mette Fuglsang Hjortshoej. "Sustainable Product Management at Solvay." Harvard Business School Case 120-081, February 2020. (Revised February 2022.)
- 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
Edmondson, Amy C., and Laura Feldman. "Phase Zero: Introducing New Services at IDEO (A)." Harvard Business School Case 605-069, February 2005. (Revised March 2013.)
- 16 Feb 2010
- Research & Ideas
The Outside-In Approach to Customer Service
an entire unit of boundary spanners whose primary role was to interface with their clients and make their experience with JLL seamless. As JLL expanded its client base, the company realized the limitations of trying to connect its distinct View Details
- 01 Apr 1998
- News
Gardella Joins Alumni Career Services
Robert S. ("Bob") Gardella cheerfully admits that he found his position as assistant director of Alumni Career Services (ACS) in the most unlikely way: through an ad in the newspaper. Now his job is to help give HBS alumni the skills and... View Details
Keywords: Caroline Chauncey
- March 2011 (Revised February 2018)
- Supplement
Wealth Management Crisis at UBS (B)
By: George Serafeim
The case describes the resolution of the U.S. Department of Justice (DOJ) investigation for tax fraud and the increasing pressure on the wealth management business. View Details
Keywords: Fraud; Regulatory Enforcement; Reputation Incentives; Crony Capitalism; Tax Havens; Legitimacy; Multinational; Strategic Change; Corporate Governance; Incentives; Transparency; Financial Services; Wealth; Taxation; Crime and Corruption; Global Range; Governance; Business and Government Relations; Asset Management; United States
Healy, Paul M., George Serafeim, and David Lane. "Wealth Management Crisis at UBS (B)." Harvard Business School Supplement 111-090, March 2011. (Revised February 2018.)
- Web
Data Practices - Research Computing Services
Scraping Power Analysis Causal Inference Missing Data Other Data Resources Data Repositories Harvard Dataverse at IQSS Baker Library Databases Center for Geographic Analysis at Harvard Figshare Other Harvard Data Resources Data Science View Details
- Web
Logging In - Research Computing Services
Sessions Manager window pane appears on the left. Double click on hbsgrid.hbs.edu to connect, and enter your password when prompted. Once logged in successfully, you’ll be placed in your home directory at: /export/home// (e.g.... View Details
- April 2003
- Case
IBM Canada: Global Services (C)
By: Michael L. Tushman, David Kiron and Wendy Smith
Supplements the (A) case. View Details
Keywords: Leading Change; Technological Innovation; Organizational Change and Adaptation; Change Management; Management Teams; Information Technology; Organizational Structure; Information Technology Industry; Canada
Tushman, Michael L., David Kiron, and Wendy Smith. "IBM Canada: Global Services (C)." Harvard Business School Case 403-079, April 2003.
- September 2000
- Background Note
Professional Services Module Six: Succeeding in PSFs
By: Thomas J. DeLong, Ashish Nanda and Scot H. Landry
Emphasizes the skills and values that we believe successful professionals possess: change management and leadership skills, a proactive career management approach, effective processes of giving and receiving feedback, a clear ethical perspective, balance between... View Details
DeLong, Thomas J., Ashish Nanda, and Scot H. Landry. "Professional Services Module Six: Succeeding in PSFs." Harvard Business School Background Note 801-012, September 2000.
- August 1983 (Revised June 1986)
- Case
Johnson & Johnson (B): Hospital Services
By: Francis Aguilar
The main issue has to do with the lack of fit or incompatibility between the early environmental requirements for strategy and the cultural constraints on the organization. Describes the internal resistance to the proposed changes and top management's efforts to... View Details
Keywords: Business or Company Management; Change Management; Organizational Change and Adaptation; Organizational Culture; Health Care and Treatment; Growth and Development Strategy; Health Industry
Aguilar, Francis. "Johnson & Johnson (B): Hospital Services." Harvard Business School Case 384-054, August 1983. (Revised June 1986.)
- Web
Software Tools - Research Computing Services
below: Git and GitHub Julia Jupyter Notebooks Machine Learning frameworks (Tensorflow, PyTorch, Keras, OpenCV) R and Python Rclone to sync files to/from cloud storage services (e.g. OneDrive, DropBox, Google Drive, etc.) SAS and... View Details
- 2019
- Chapter
Teams and Team Effectiveness in Health Services Organizations
By: Bruce J. Fried and Amy C. Edmondson
Book Abstract: Completely updated to address the challenges faced by modern health care organizations, this edition of Shortell and Kaluzny's Health Care Management: Organization Design and Behavior offers a more global perspective on how the United States and... View Details
Fried, Bruce J., and Amy C. Edmondson. "Teams and Team Effectiveness in Health Services Organizations." Chap. 5 in Shortell & Kaluzny's Health Care Management: Organization Design and Behavior. 7th ed., edited by Lawton Robert Burns, Elizabeth H. Bradley, and Bryan Jeffrey Weiner, 98–131. Boston, MA: Cengage Learning, 2019.
- Apr 12 2017
- Interview
The Future of Professional Service Firms
- October 2016 (Revised October 2020)
- Case
Essent: From a State-Owned Utility to a Commercial Company
By: Ananth Raman and Elena Corsi
Patrick Lammers, Chief Commercial Officer (CCO) for the Dutch energy company Essent NV, once a state-owned company, was pleased with the progress Essent’s consumer (“B2C”) business had made: Earnings Before Income Tax (EBIT) for B2C had gone from a loss of €18 million... View Details
Keywords: Lean Management; Operation Management; Service Management; Commercialization; Operations; Management; Energy; Organizational Change and Adaptation; Service Operations; Performance; Energy Industry; Europe
Raman, Ananth, and Elena Corsi. "Essent: From a State-Owned Utility to a Commercial Company." Harvard Business School Case 617-026, October 2016. (Revised October 2020.)
- October 2011
- Case
Raleigh & Rosse: Measures to Motivate Exceptional Service
By: Robert Simons and Michael Mahoney
In January 2010, U.S. luxury goods retailer Raleigh & Rosse is being sued by its employees for encouraging "off the clock" hours. At the center of the class action lawsuit is the famous Raleigh & Rosse performance measurement system previously thought to be the core of... View Details
Keywords: Control Systems; Performance Measurement; Goal Setting; Compensation; Incentives; Motivation; Sales Compensation; Motivation and Incentives; Goals and Objectives; Growth Management; Lawsuits and Litigation; Organizational Culture; Management Systems; Customer Focus and Relationships; Employees; Performance Evaluation; Compensation and Benefits; Retail Industry; United States
Simons, Robert, and Michael Mahoney. "Raleigh & Rosse: Measures to Motivate Exceptional Service." Harvard Business School Brief Case 114-353, October 2011.