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December 2015
Case

IDEO: Human-Centered Service Design

By: Ryan W. Buell and Andrew Otazo

The case describes IDEO, one of the world's leading design firms, and its human-centered innovation culture and processes. It is an example of what managers can do to make their own organizations more innovative. In reaction to a rapidly changing competitive landscape,... View Details

Keywords: Design Thinking; Innovation; Service Management; Service; Design; Service Delivery; Innovation and Management; Entertainment and Recreation Industry; Peru

Article

Health Care Providers Need a Value Management Office

By: Robert S. Kaplan, Catherine H. MacLean, Alexander Dresner, Derek A. Haas and Thomas W. Feeley

Many health care organizations are striving to implement a value agenda that delivers better patient outcomes at lower cost, medical condition by medical condition. To accelerate the dissemination and adoption of the value agenda, across many more medical conditions,... View Details

Keywords: Service Delivery; Value; Health Care and Treatment; Health Industry

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November 2015 (Revised February 2020)
Teaching Note

IDEO: Human-Centered Service Design

By: Ryan W. Buell

The case describes IDEO, one of the world's leading design firms, and its human-centered innovation culture and processes. It is an example of what managers can do to make their own organizations more innovative. In reaction to a rapidly changing competitive landscape,... View Details

Keywords: Design Thinking; Innovation; Service Management; Service; Design; Service Delivery; Innovation and Management; Entertainment and Recreation Industry; Peru

2015
Working Paper

The Integrity of Private Third-party Compliance Monitoring

By: Jodi L. Short and Michael W. Toffel

Government agencies are increasingly turning to private, third-party monitors to inspect and assess regulated entities’ compliance with law. The integrity of these regulatory regimes rests on the validity of the information third-party monitors provide to regulators.... View Details

October 2015
Case

DPDHL Group: Employee Safety and Wellbeing

By: John A. Quelch and Carin-Isabel Knoop

Management at Deutsche Post DHL Group is designing a three-country test of investment in a new health and wellbeing strategy. View Details

Keywords: Health; Wellbeing; Wellness; Safety; Risk; Employees; Human Resources; Risk Management; Service Industry; China; Mexico; Middle East

2015
Working Paper

Corporate Sponsorship in Culture—A Case of Partnership in Relationship Building and Collaborative Marketing by a Global Financial Institution and a Major Art Museum

By: Ragnar Lund and Stephen A. Greyser

Purpose: This paper examines cultural sponsorship from a partnership and relationship marketing perspective. It studies a case of how a partnership between two international institutions, a bank and a museum, adds value to both in terms of interaction with... View Details

Keywords: Value Creation; Partners and Partnerships; Marketing Strategy; Culture; Banks and Banking

October 2015 (Revised August 2019)
Background Note

Higher Education in China: Internationalization in Turbulent Times

By: William C. Kirby, Joycelyn W. Eby and Yuanzhuo Wang

The rapid growth in quantity and quality of universities in China since 1978 is the most recent evolution in a long history of higher education. From as early as the Tang Dynasty, academies existed to prepare scholars for the civil service examination, but by the... View Details

Keywords: Non-profit Management; University Administration; University Faculty; University Curriculum; Education Reform; Nonprofit Organizations; Management; Higher Education; History; Governance; Education Industry; China

Article

The Cost of Capital for Alternative Investments

By: Jakub W. Jurek and Erik Stafford

Traditional risk factor models indicate that hedge funds capture pre-fee alphas of 6% to 10% per annum over the period from 1996 to 2012. At the same time, the hedge fund return series is not reliably distinguishable from the returns of mechanical S&P 500 put-writing... View Details

Keywords: Hedge Funds; Required Returns; Downside Risk; Index Options; Investment Funds; Cost of Capital; Investment Return; Risk and Uncertainty; Financial Services Industry

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September 2015 (Revised March 2017)
Technical Note

FIELD Global Immersion: Developing Customer Empathy

The Design Thinking process begins with empathizing with potential customers. Empathizing, being aware of, interpreting, and understanding the thoughts of others, as well as being able to vicariously experience them oneself, requires the careful and deliberate study of... View Details

Keywords: Market Research; Design Thinking; Customer Behavior; Ethnography; Interviews; Surveys; A/B Testing; Experimentation; Marketing; Customer Focus and Relationships; Consumer Behavior; Demand and Consumers

September 2015
Technical Note

FIELD 2: Situation Analysis

In this note, we present a method, the 5 C's Analysis, for collecting and analyzing information about the internal and external environments that firms face. This analysis will enable you to develop design ideas for a new product or service for your Global Partner that... View Details

Keywords: Design Thinking; Innovation; Market Research; Marketing; Customers

September 2015
Technical Note

The On-Demand Economy

By: Cynthia A. Montgomery, James Weber and Elizabeth Anne Watkins

This note describes the emerging on-demand economy, also referred to as the sharing economy. The note highlights several companies including Uber and Airbnb that exemplify this new mode of competition, a model that threatens to disrupt traditional firms. Uber provides... View Details

Keywords: Regulation; Reform; Disruption; Disruptive Innovation; Strategy; Technological Innovation; Labor; Employment; Working Conditions; Human Capital; Rights; Organizational Design; Social and Collaborative Networks; Service Industry

September–October 2015
Article

Facts and Figuring: An Experimental Investigation of Network Structure and Performance in Information and Solution Spaces

By: Jesse Shore, Ethan Bernstein and David Lazer

Using data from a novel laboratory experiment on complex problem solving in which we varied the structure of 16-person networks, we investigate how an organization's network structure shapes performance of problem-solving tasks. Problem solving, we argue, involves both... View Details

2015
Book

What Great Service Leaders Know and Do: Creating Breakthroughs in Service Firms

By: James L. Heskett, W. Earl Sasser and Leonard A. Schlesinger

Based on decades of collective field experiences, the authors present anecdotal evidence in support of eight things that great service leaders know and do. Great service leaders know that (1) leading a breakthrough service is different, and they take steps to ensure... View Details

Keywords: Management; Leadership; Service Operations; Service Delivery

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June 2015 (Revised April 2018)
Case

WeChat: A Global Platform?

By: Willy Shih, Howard Yu and Feng Liu

WeChat was developed by Tencent Holdings as a lightweight messaging platform. As it grew quickly to become the most popular messaging app in China, it added a range of products and services that sat on top that were designed to appeal to a broad range of consumers and... View Details

Keywords: Online Platforms; China; WeChat; Tencent Holdings; Globalization; Internet and the Web; Applications and Software; Digital Platforms; Telecommunications Industry; Information Industry; China

March 2015
Teaching Note

CVS Health: Promoting Drug Adherence

By: Leslie John, John Quelch and Robert Huckman

Email mking@hbs.edu for a courtesy copy.

This Teaching Note explains the theory of the case and teaching plan for the case: CVS Health: Promoting Drug Adherence (515010). The case finds Helena Foulkes, Executive... View Details

March 2015 (Revised May 2018)
Case

JPMorgan Chase: Tapping an Overlooked Talent Pool

By: Boris Groysberg and Katherine Connolly

By the spring of 2014, the pilot had come to an end for JPMorgan Chase's ReEntry Program, a program designed for women coming back to the workforce after a period of time away. Mary Callahan Erdoes, CEO of Asset Management, and her team had to evaluate whether or not... View Details

Keywords: Women; Training; Leadership; Motherhood; Talent and Talent Management; Experience and Expertise; Diversity; Gender; Knowledge Use and Leverage; Human Capital; Management Practices and Processes; Organizational Culture; Programs; Financial Services Industry; United States

January 2015
Case

Marie Trellu-Kane at Unis-Cité: Establishing Youth Service in France

By: Julie Battilana, Michel Anteby and Anne-Claire Pache

Marie Trellu-Kane is trying to decide how Unis-Cité should respond to French President Jacques Chirac's announcement in 2005 of a new national voluntary civil service program. Since 1994, Trellu-Kane and her co-founders had been creating and overseeing a civil service... View Details

Keywords: Expansion; Leadership; Non-profit Management; Government And Business; Growth and Development Strategy; Organizational Design; Business and Community Relations; Business and Government Relations; Social Enterprise; Paris

January 2015 (Revised September 2017)
Case

Omar Selim: Building a Values-Based Asset Management Firm (A)

By: George Serafeim, Rebecca Henderson and Shannon Gombos

The sustainable investing market was a recent phenomenon in the first decade of the 21st century. However, an increasing number of investors began to integrated Environmental, Social and Governance (ESG) issues in investment decisions. At Barclays Capital, Omar Selim... View Details

January 2015 (Revised March 2015)
Case

Oberoi Hotels: Train Whistle in the Tiger Reserve

By: Ryan W. Buell, Ananth Raman and Vidhya Muthuram

Celebrated as one of the world's premiere luxury hotel brands, Oberoi Hotels attracts and serves some of the most quality-sensitive guests in the world. The case considers the challenge of how an organization, with a standardized service model, can repeatedly delight... View Details

Keywords: Service Quality; Service Management; Service Quality Competition; Customer Management; Customer Service Excellence; Employee Empowerment; Employee Engagement; Employee Training; India; Hospitality; Hotel Industry; Service Delivery; Service Operations; Customer Satisfaction; Employees; Quality; Accommodations Industry; India

December 2014
Case

DaVita HealthCare Partners and the Denver Public Schools: Creating Connections

By: John J-H Kim and Christine S. An

In 2011, DaVita HealthCare Partners (DaVita)—a Fortune 500 healthcare services company specializing in kidney dialysis services—and the Denver Public Schools (DPS)—the largest school district in Colorado—forged a plan to incorporate greater intentional focus on culture... View Details

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