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Show Results For
- All HBS Web
(978)
- People (1)
- News (149)
- Research (717)
- Multimedia (3)
- Faculty Publications (523)
- September 1998
- Case
Vanguard Group, Inc. (1998), The
By: Andre F. Perold
Since the beginning of 1997, Vanguard's assets under management have increased more than 60% from $240 billion to almost $400 billion, making it second in market share only to Fidelity. Vanguard views this success as another vindication of its low-cost strategy of... View Details
Keywords: Asset Management; Cost Management; Investment Funds; Product; Service Operations; Performance Expectations; Competition; Consolidation; Expansion; Internet; Financial Services Industry
Perold, Andre F. "Vanguard Group, Inc. (1998), The." Harvard Business School Case 299-002, September 1998.
- October 2005
- Case
Wipro Technologies: The Factory Model
Based in Bangalore, Wipro Technologies is a rapidly growing software services company. Wipro is experimenting with a new software service delivery model that draws on the principles of the Toyota production system and "lean" manufacturing. Addresses the advantages and... View Details
Keywords: Job Cuts and Outsourcing; Service Operations; Applications and Software; Standards; Information Technology Industry; Bangalore
Upton, David M., and Virginia Fuller. "Wipro Technologies: The Factory Model." Harvard Business School Case 606-021, October 2005.
- September 2011 (Revised February 2013)
- Case
Cleveland Clinic: Improving the Patient Experience
By: Ananth Raman and Anita L. Tucker
Healthcare has traditionally focused on medical outcomes and financial performance. The big question is always, "How much is it going to cost?" What would happen, though, if healthcare also considered the question of "How does the patient feel?" This case looks at the... View Details
Keywords: Health Care and Treatment; Customer Satisfaction; Performance Improvement; Service Delivery; Value Creation; Personal Characteristics; Human Needs
Raman, Ananth, and Anita L. Tucker. "Cleveland Clinic: Improving the Patient Experience." Harvard Business School Case 612-031, September 2011. (Revised February 2013.)
Celia Stafford
Celia Stafford is a doctoral student in Health Policy (Management). She received a B.A. in Mathematics and Economics from Emory University in 2017 and an MPH focused in Biostatistics from the University of North Carolina at Chapel Hill in 2020. She is also... View Details
- December 2003 (Revised April 2004)
- Case
Blockbuster Inc. & Technological Substitution (C): The Internet Changes the Game
Investigates how the rise of the Internet as a vehicle for renting and buying movies has disrupted the video rental industry and how market leader Blockbuster Inc. can and should respond to these developments. Explores how the emergence of e-commerce affects the degree... View Details
Keywords: Organizational Change and Adaptation; Risk and Uncertainty; Decisions; Technological Innovation; Competition; Change Management; Service Industry; Service Industry
Coughlan, Peter J., and Jenny Illes. "Blockbuster Inc. & Technological Substitution (C): The Internet Changes the Game." Harvard Business School Case 704-462, December 2003. (Revised April 2004.)
- April 2022
- Teaching Note
CVS Health: Prescription for Transformation
By: Rosabeth Moss Kanter and Catarina Martinez
In 2021, new CEO Karen Lynch (named the most powerful woman in business) considered the next transformation phase for CVS Health (a Fortune 5 corporate giant). The 2018 acquisition of Aetna insurance brought her to the company as part of its long evolution from a... View Details
Keywords: Health; COVID-19 Pandemic; Primary Care; Leadership; Change Management; Women Executives; Retail; Pharmacy; Pharmacy Benefit Manager; Clinical Trials; Vaccination; Acquisition; Innovation and Invention; Transformation; Retail Industry; Pharmaceutical Industry; Health Industry; United States
- December 2011 (Revised June 2012)
- Case
Samasource: Give Work, Not Aid
By: Francesca Gino and Bradley R. Staats
Samasource sought to use work, not aid, for economic development. The company secured contracts for digital services from large companies in the United States and Europe, divided the work up into small pieces (called microwork) and then sent it to delivery centers in... View Details
Gino, Francesca, and Bradley R. Staats. "Samasource: Give Work, Not Aid." Harvard Business School Case 912-011, December 2011. (Revised June 2012.)
- September 1976 (Revised July 1995)
- Case
Texas Instruments: Time Products Division
Outlines the components of Texas Instruments' low-cost digital watch. Focus is on getting the assembly line running smoothly and efficiently in order to meet production cost and delivery requirements. View Details
Keywords: Cost; Production; Service Delivery; Performance Efficiency; Electronics Industry; Technology Industry
Wheelwright, Steven C. "Texas Instruments: Time Products Division." Harvard Business School Case 677-043, September 1976. (Revised July 1995.)
- January 2014 (Revised May 2014)
- Case
Tech Mahindra and the Acquisition of Satyam Computers (A)
By: Srikant M. Datar, Anjali Raina and Namrata Arora
Set in 2008, the case details Tech Mahindra, an information technology (IT) company within the Mahindra Group, an Indian multi-industry company with a diverse stable of businesses including automotives, farm equipment, and financial services, and its decision to... View Details
Datar, Srikant M., Anjali Raina, and Namrata Arora. "Tech Mahindra and the Acquisition of Satyam Computers (A)." Harvard Business School Case 114-049, January 2014. (Revised May 2014.)
- 2020
- Working Paper
The Impact of CEOs in the Public Sector: Evidence from the English NHS
By: Katharina Janke, Carol Propper and Raffaella Sadun
Abstract
Governments worldwide have sought to reform the delivery of public services by mimicking private sector governance models that grant CEOs greater autonomy and give them responsibility for meeting key government targets. We examine the effectiveness of this... View Details
Janke, Katharina, Carol Propper, and Raffaella Sadun. "The Impact of CEOs in the Public Sector: Evidence from the English NHS." Harvard Business School Working Paper, No. 18-075, March 2018. (Revised September 2020.)
- August 2020 (Revised March 2021)
- Case
Migros Turkey: Scaling Online Operations (A)
By: Antonio Moreno and Gamze Yucaoglu
The case opens in November 2019 as Ozgur Tort and Mustafa Bartin, CEO and chief large-format and online retail officer of Migros Ticaret A.S. (Migros), Turkey’s oldest and one of its largest supermarket chains, are contemplating what the best fulfillment format and... View Details
Keywords: Retail; Grocery; Business Model; Emerging Markets; For-Profit Firms; Strategy; Digital Platforms; Information Technology; Technology Adoption; Value Creation; Globalization; Competition; Expansion; Logistics; Profit; Resource Allocation; Corporate Strategy; Turkey
Moreno, Antonio, and Gamze Yucaoglu. "Migros Turkey: Scaling Online Operations (A)." Harvard Business School Case 621-026, August 2020. (Revised March 2021.)
- August 1994 (Revised May 1995)
- Case
Engineering Inspection & Insurance Company
By: Robert H. Hayes
Engineering Inspection & Insurance Co. (EIIC) is a small but highly successful company that offers machinery and boiler inspection and insurance services. After years of above-average growth and profits, both are retreating toward the industry average, policy delivery... View Details
Keywords: Service Operations; Business Strategy; Organizational Design; Organizational Structure; Insurance; Strategic Planning; Problems and Challenges; Insurance Industry; United States
Hayes, Robert H. "Engineering Inspection & Insurance Company." Harvard Business School Case 695-009, August 1994. (Revised May 1995.)
- October 1995 (Revised March 1996)
- Case
Booz.Allen & Hamilton: Vision 2000
In 1993, Booz.Allen & Hamilton forsook its previous, highly local organizational structure. It was motivated by a desire to serve multinational clients more effectively and to provide greater value to clients with more localized business by collecting best practices... View Details
Keywords: Organizational Change and Adaptation; Service Operations; Service Delivery; Organizational Structure; Global Strategy; Service Industry
Loveman, Gary W., and Jamie O'Connell. "Booz.Allen & Hamilton: Vision 2000." Harvard Business School Case 396-031, October 1995. (Revised March 1996.)
- June 2014 (Revised March 2016)
- Case
Relating to Peapod
By: Susan Fournier and Jill Avery
Explores the relationships formed between consumers and the Peapod consumer-direct grocery delivery service, as revealed through an ethnographic study of Boston-area Peapod shoppers conducted between the Summer of 1997 and the Fall of 1999. Three representative case... View Details
Keywords: Brands and Branding; Customer Relationship Management; Marketing Strategy; Service Industry; Boston
Fournier, Susan, and Jill Avery. "Relating to Peapod." Harvard Business School Case 314-142, June 2014. (Revised March 2016.)
- August 2006 (Revised March 2008)
- Case
iPod vs. Cell Phone: A Mobile Music Revolution?
By: David B. Yoffie, Travis D. Merrill and Michael Slind
In 2006, a nascent market for music-enabled mobile phones was emerging to challenge Apple Computer's dominant position in the digital music industry. Through its iPod line of portable digital music devices and its iTunes Music Store, Apple controlled more than half of... View Details
Keywords: Music Entertainment; Emerging Markets; Brands and Branding; Sales; Opportunities; Price; Business Model; Mobile and Wireless Technology; Digital Platforms; Service Delivery; Communications Industry; Music Industry
Yoffie, David B., Travis D. Merrill, and Michael Slind. "iPod vs. Cell Phone: A Mobile Music Revolution?" Harvard Business School Case 707-419, August 2006. (Revised March 2008.)
- October 2013
- Article
The Strategy That Will Fix Health Care
By: Michael E. Porter and Thomas H. Lee
In health care, the days of business as usual are over. Around the world, every health care system is struggling with rising costs and uneven quality, despite the hard work of well-intentioned, well-trained clinicians. Health care leaders and policy makers have tried... View Details
Keywords: Organizational Change and Adaptation; Strategy; Value; Customer Focus and Relationships; Health Care and Treatment; Health Industry
Porter, Michael E., and Thomas H. Lee. "The Strategy That Will Fix Health Care." Harvard Business Review 91, no. 10 (October 2013): 50–70.
- 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.)
- February 2000 (Revised April 2003)
- Case
InSite Marketing Technology (B)
By: Lynda M. Applegate and Genevieve J.S. Feraud
Provides students an example of partnerships/acquisitions that allow delivery of packaged solutions to customers in the electronic commerce space. View Details
Keywords: Mergers and Acquisitions; Customer Focus and Relationships; Customer Satisfaction; Entrepreneurship; Partners and Partnerships; Strategy; Business Strategy; Web Services Industry
Applegate, Lynda M., and Genevieve J.S. Feraud. "InSite Marketing Technology (B)." Harvard Business School Case 800-280, February 2000. (Revised April 2003.)
- October 2023 (Revised March 2024)
- Case
Fantuan
By: Feng Zhu and David Lane
In 2023, CEO Randy Wu was considering the optimal growth strategy for Fantuan, a restaurant food delivery platform that had expanded from its 2014 founding in Vancouver, Canada to serve the Chinese demand for Asian cuisine in urban markets across Australia, Canada, the... View Details
Keywords: Business Startups; Customer Focus and Relationships; Diasporas; Entrepreneurship; Digital Platforms; Growth Management; Business Strategy; Diversification; Expansion; Growth and Development Strategy; Service Industry; Service Industry; United States; Canada; United Kingdom; Australia
Zhu, Feng, and David Lane. "Fantuan." Harvard Business School Case 624-023, October 2023. (Revised March 2024.)
- September 2011
- Article
The Labor Illusion: How Operational Transparency Increases Perceived Value
By: Ryan W. Buell and Michael I. Norton
A ubiquitous feature of even the fastest self-service technology transactions is the wait. Conventional wisdom and operations theory suggests that the longer people wait, the less satisfied they become; we demonstrate that due to what we term the labor illusion, when... View Details
Keywords: Internet and the Web; Perception; Valuation; Service Delivery; Consumer Behavior; Performance Effectiveness; Customer Satisfaction; Service Industry
Buell, Ryan W., and Michael I. Norton. "The Labor Illusion: How Operational Transparency Increases Perceived Value." Management Science 57, no. 9 (September 2011): 1564–1579.