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- November 2016
- Supplement
United Airlines Operations
This video is a collection of clips that highlight aspects of United Airlines' operations View Details
- September 2016
- Case
Health Leads: Reaching for Impact (A)
By: V. Kasturi Rangan and Sarah Appleby
Explores strategies to achieve system-level impact for a nonprofit focused on addressing patients' basic social needs through healthcare institutions. Founded in 1996 with a volunteer-staffed help desk at Boston Medical Center connecting low-income patients with basic... View Details
- September 2016
- Case
Health Leads: Reaching for Impact (Abridged)
By: V. Kasturi Rangan and Sarah Appleby
A nonprofit in the healthcare arena explores strategies to achieve system-level impact. Founded in 1996 with a volunteer-staffed help desk at Boston Medical Center connecting low-income patients with basic resources like heating assistance, job training, and childcare... View Details
- September 2016
- Supplement
Health Leads: Reaching for Impact (B)
By: V. Kasturi Rangan and Sarah Appleby
The (B) case documents the development of a strategy to achieve system-level impact in a rapidly changing healthcare landscape for a nonprofit focused on addressing patients' basic social needs through healthcare institutions. Founded in 1996 with a volunteer-staffed... View Details
- September 2016 (Revised July 2018)
- Case
United Airlines: More Out-and-Back Flying?
This case looks at United Airlines when it is facing a decision on whether to shift its aircraft routing to more "out-and-back" routing in order to try to improve its on-time performance. As one of the world's largest airlines, United had a very large fleet and... View Details
Keywords: Service Excellence; Service Management; Service Quality; Service Quality Competition; Services; Airline Industry; Airlines; Operational Complexity; Operational Disruptions; Operational Effectiveness; Operations Improvement; Operations Management; Operations Strategy; Air Transportation; Operations; Service Operations; Service Delivery; Performance Effectiveness; Performance Improvement; Complexity; Air Transportation Industry; United States
- September 2016 (Revised August 2018)
- Supplement
United Airlines: More Out-and-Back Flying?: Case Supplement #1
This spreadsheet supplement accompanies 617-010 United Airlines: More Out-and-Back Flying? and is intended to provide students with an opportunity to apply analysis concepts with real operational data. View Details
- Fall 2016
- Article
The Impact of Supplier Inventory Service Level on Retailer Demand
By: Nathan Craig, Nicole DeHoratius and Ananth Raman
To set inventory service levels, suppliers must understand how changes in inventory service level affect demand. We build on prior research, which uses analytical models and laboratory experiments to study the impact of a supplier’s service level on demand from... View Details
- August 2016 (Revised January 2020)
- Case
Breakfast at the Paramount
By: Ryan W. Buell
The Paramount is a 44-seat diner on Charles Street in the Beacon Hill neighborhood of Boston. A frequent "Best of Boston" award winner, the restaurant is a perennial favorite among locals and tourists, particularly for brunch on the weekends, when lines often stretch... View Details
- June 2016
- Teaching Note
Relating to Peapod
By: Jill Avery and Susan Fournier
This case concerns the topics of relationship marketing, customer acquisition and retention, brand loyalty, service failure and recovery, new product introduction, and the use of consumer ethnography to study consumer behavior. Specifically, the case explores the... View Details
- 2016
- Working Paper
Operations in the On-Demand Economy: Staffing Services with Self-Scheduling Capacity
By: Itai Gurvich, Martin Lariviere and Antonio Moreno
Motivated by recent innovations in service delivery such as ride-sharing services and work-from-home call centers, we study capacity management when workers self-schedule. Our service provider chooses capacity to maximize its profit (revenue from served customers minus... View Details
- May 25, 2016
- Comment
How Consumers and Businesses are Reshaping Public Health
By: John A. Quelch
Healthcare and education are two issues in which citizens around the world, rich and poor, are passionately interested. It has long been appreciated that the way that a society treats its youngest and oldest members says much about its moral maturity. Economic... View Details
Keywords: Healthcare; Consumer Power; Innovation In Healthcare Delivery; Mobile Healthcare; Transition; Transformation; Trends; Customer Satisfaction; Customer Value and Value Chain; Health Care and Treatment; Information; Collaborative Innovation and Invention; Independent Innovation and Invention; Innovation and Management; Innovation Leadership; Management; Marketing; Markets; Planning; Problems and Challenges; Biotechnology Industry; Chemical Industry; Consumer Products Industry; Distribution Industry; Fashion Industry; Food and Beverage Industry; Green Technology Industry; Health Industry; Insurance Industry; Medical Devices and Supplies Industry; Pharmaceutical Industry; Public Administration Industry; South America; North and Central America; Middle East; Europe; Asia
- May 2016 (Revised April 2018)
- Case
Building the Digital Manufacturing Enterprise of the Future at Siemens
By: Willy Shih
This case describes the motivation for and the development of Siemens' digital manufacturing enterprise vision, which became the foundation for its implementation of Industrie 4.0. While the effort started with a purely defensive move by Anton Huber, head of the... View Details
Keywords: Big Data; Internet Of Things; Internet Of Everything; Industrie 4.0; Digital Factory; Digital Enterprise; Digital Manufacturing; Manufacturing; Production Management; Production Planning; Computer Software; Germany; German Manufacturing; Machinery and Machining; Information Technology; Digital Platforms; Technological Innovation; Production; Supply Chain; Applications and Software; Information Infrastructure; Internet and the Web; Analytics and Data Science; Manufacturing Industry; Germany
- May 2016 (Revised September 2016)
- Case
Hillside Beach Club: Delivering the Ultimate Family Vacation in the Mediterranean
By: Rajiv Lal and Gamze Yucaoglu
In 2015, Edip Ilkbahar, HBC’s founder and CEO, was looking over the plans for a new branch in Cyprus. Since the inception of the company by the Alarko Group of companies in 1994, Ilkbahar’s company had enjoyed high occupancy, high guest satisfaction, and high... View Details
Keywords: Customer Experience; Customer Service; Hotel Industry; Emerging Market; Customer Focus; Leading Growth; Feedback Culture; Employee Empowerment; Employee Engagement; Employee Training; Staffing; Operations Management; Quality Management; Service Management; Service Quality; Continuous Improvement; Hillside; HBC; Turkey; Vacation; Customer Relationship Management; Quality; Employee Relationship Management; Service Operations; Organizational Culture; Customer Satisfaction; Selection and Staffing; Service Delivery; Competitive Advantage; Emerging Markets; Growth and Development; Accommodations Industry; Entertainment and Recreation Industry; Turkey
- April 2016 (Revised December 2016)
- Case
The Container Store
By: Tatiana Sandino, Zeynep Ton and Aldo Sesia
The Container Store (TCS) is a Texas-based retailer of organization and storage solutions. The company prides itself in taking care of its employees first, and its cofounder and CEO Kip Tindell practices Conscious Capitalism. Since its beginnings in 1978, TCS grew to a... View Details
- March 2016 (Revised February 2017)
- Case
Hello Alfred: Come Home Happy
By: Joseph B. Fuller and Carin-Isabel Knoop
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
- March 2016
- Supplement
Trouble at Tessei
By: Ethan Bernstein and Ryan W. Buell
In 2005, Teruo Yabe is asked to revive Tessei, the 669-person JR-East subsidiary responsible for cleaning its Shinkansen ("bullet") trains. Operational mistakes, customer complaints, safety issues, and employee turnover are at or near all-time highs, even as the... View Details
Keywords: Service Management; Employee Engagement; Employee Motivation; Leadership And Managing People; Quality Improvement; Efficiency; Japan; Operational Transparency; Employee Coordination; Transparency; Leadership; Service Delivery; Service Operations; Employees; Quality; Transportation Industry; Japan
- March 2016
- Supplement
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
- March 2016 (Revised February 2020)
- Teaching Note
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
- March 2016 (Revised March 2022)
- Teaching Note
Express Scripts: Promoting Prescription Drug Home Delivery (A) and (B)
By: John Beshears
The pharmacy benefit manager (PBM) sector processes prescription drug claims on behalf of companies that offer a prescription drug benefit to their employees. The case associated with this teaching note follows Bob Nease, chief scientist at Express Scripts, as he... View Details
Keywords: Pharmaceuticals; Prescription Drugs; Pharmacy Benefit Manager; PBM; Healthcare; Behavioral Economics; Choice Architecture; Active Choice; Service Delivery; Decision Choices and Conditions; Consumer Behavior; Distribution Channels; Health Care and Treatment; Service Industry; Pharmaceutical Industry
- March 2016 (Revised May 2016)
- Case
UFO Moviez—Gentle Disruption
By: Hong Luo, Felix Oberholzer-Gee and Saloni Chaturvedi
UFO Moviez is an Indian technology services provider that enables low-cost, digital delivery of films to cinemas. UFO’s satellite-based technology enables a significantly wider release of films compared to traditional analog prints and standard, higher-resolution... View Details