Service Operations - Publications - Faculty & Research

01 Dec 2000
News

Vivek Ranadivé

software bus and plug applications into that." As simple as it sounds, this insight had a dramatic impact on the financial services institutions that were among Ranadivé's first customers. (TIBCO is an acronym for The Information Bus... View Details

Keywords: Julia Hanna; News, Library, Internet, and Other Services; News, Library, Internet, and Other Services; News, Library, Internet, and Other Services; News, Library, Internet, and Other Services; News, Library, Internet, and Other Services; News, Library, Internet, and Other Services; News, Library, Internet, and Other Services; News, Library, Internet, and Other Services; News, Library, Internet, and Other Services; News, Library, Internet, and Other Services

Morton H. Meyerson

Meyerson is recognized as the operational and financial genius of Electronic Data Systems (EDS). During his CEO tenure, EDS grew from a $200 million consulting business into a $4 billion large-scale systems consulting enterprise... View Details

Keywords: Services

February 2016 (Revised March 2022)
Case

Express Scripts: Promoting Prescription Drug Home Delivery (B)

By: John Beshears, Patrick Rooney and Jenny Sanford

The pharmacy benefit manager (PBM) sector processes prescription drug claims on behalf of companies that offer a prescription drug benefit to their employees. This case follows Bob Nease, Chief Scientist at Express Scripts, as he considers methods to promote home... View Details

Keywords: Pharmaceuticals; Prescription Drugs; Pharmacy Benefit Manager; PBM; Healthcare; Behavioral Economics; Choice Architecture; Active Choice; Health Care and Treatment; Service Delivery; Decision Choices and Conditions; Order Taking and Fulfillment; Compensation and Benefits

Citation

Educators

Purchase

Profile

Gerald Chertavian

his new wife, Kate, where he ran marketing for a financial services firm before cofounding Conduit Communications, a consulting firm focused on the nascent field of Internet marketing. He spent several years building Conduit into one of... View Details

Keywords: Services; Services; Services

09 Jan 2014
News

Tapping into Opportunity

beverage companies, and they know they have major water issues." This has created a rapidly increasing demand for technologies and services to discover, manage, filter, and disinfect and/or desalinate water, and to improve infrastructure... View Details

Keywords: Constantine von Hoffman; Business and Environment Initiative; Management, Scientific, and Technical Consulting Services; Management, Scientific, and Technical Consulting Services

01 Mar 2004
News

Ron Shaich’s Café Society

more than other bakeries. People work for people, not companies. About two-thirds of our cafés are operated by franchisees. We have the pleasure of doing business with some of the most experienced and committed food View Details

Keywords: Susan Young; Food Services and Drinking Places; Food Services and Drinking Places

Kenneth Salas

Kenny Salas is a fintech entrepreneur and operating executive, currently at the helm of nuDesk, which helps companies scale through AI-driven solutions and dedicated talent hubs in Mexico. As a Partner at Cintar Group, he actively invests... View Details

Keywords: Finance

01 Sep 2007
News

Faculty Research Online

investment managers and firms. See http://hbswk.hbs.edu/item/5648.html. Delivering the Digital Goods: iTunes vs. Peer-to-Peer Apple’s iTunes music download service and illegal peer-to-peer (P2P) music downloads offer two contrasting... View Details

Keywords: Educational Services; Educational Services

01 Sep 2007
News

Giving New Ventures a Boost

Some $80,000 in cash and in-kind legal and accounting services were awarded to winners and runners-up in the 11th annual HBS Business Plan Contest last April. Traditional track winner Sandra Nudelman (MBA ’07) and her sister Michele, a... View Details

Keywords: Educational Services; Educational Services

01 Jun 2010
News

Get Well Soon

first-year required Technology and Operations Management course (TOM), the case offers valuable takeaways for future managers of any complex service organization. “It’s a good TOM case in that it includes... View Details

Keywords: Julia Hanna; Ambulatory Health Care Services; Ambulatory Health Care Services

01 Mar 2005
News

House of Bread on the Rise

operated by franchisees. Based on her Santa Cruz experience, McCann makes a point of telling her franchise owners that they need to live within a half-hour of the bakery. “In that first year, running a small business is like having a... View Details

Keywords: Margie Kelley; Food Services and Drinking Places; Food Services and Drinking Places

11 May 2021
News

Pitching to Win

Courtesy Harvard Innovation Labs Courtesy Harvard Innovation Labs On May 5, the Harvard i-lab presented the tenth annual President’s Innovation Challenge awards ceremony, a live-streamed event in which finalists pitched their ventures to compete for prizes from the... View Details

Keywords: Educational Support Services; Educational Support Services

30 Jun 2015
First Look

First Look: June 30, 2015

leaders focus on the few things that produce results and experiences for the right customers; (3) the best service operating strategies don't require tradeoffs, so leaders foster "both/and"... View Details

Keywords: Carmen Nobel

Harvey S. Firestone, Jr.

Firestone inaugurated the company’s Liberian manufacturing operations and developed and expanded the company’s auto supply and service stores. Firestone manufactured over 50% of all mobile anti-aircraft gun... View Details

Keywords: Automotive & Aerospace

01 Sep 2013
News

Passion & Purpose

Thomas A. James “As an undergrad at Harvard, I majored in economics and minored in philosophy. There are a lot of connections between the two.” During 40 years as CEO of Raymond James Financial, James, a Baker Scholar, transformed the family firm into a global... View Details

Keywords: awards; Computer Systems Design and Related Services; Computer Systems Design and Related Services; Computer Systems Design and Related Services; Computer Systems Design and Related Services; Computer Systems Design and Related Services

01 Jun 2020
News

Meal Plan

to pay for high levels of service at the front of the house may decrease. And there’ll be additional costs to maintain that level of service due to the decreased capacity demanded by social distancing. There... View Details

Keywords: Julia Hanna; restaurants; COVID-19; pandemic; recovery; Food Services and Drinking Places; Food Services and Drinking Places; Food Services and Drinking Places; Food Services and Drinking Places

01 Dec 2013
News

Faculty Books

and geopolitical change and uncertainty; compete on a global scale; and operate in a socially responsible and accountable manner. Can China Lead? Reaching the Limits of Power and Growth by Regina M. Abrami, William C. Kirby, and F. Warren... View Details

23 Dec 2009
News

In the Zone

Geoffrey Canada on a number of large and small special assignments, including a two-year project that analyzed and streamlined the organization’s database so that the information can be used by staff to improve the programs and services... View Details

Keywords: Julia Hanna; Educational Services; Educational Services

Jean Nidetch

Nidetch’s group, a booming franchise business was born. Weight Watchers was the first organized self-help program targeted to the overweight population. By the time she sold the operation to Heinz & Company in 1978, it had revenues of... View Details