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    • All HBS Web  (1,012)
      • Faculty Publications  (374)

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      • Article

      The Cost Structure, Customer Profitability, and Retention Implications of Self-Service Distribution Channels: Evidence from Customer Behavior in an Online Banking Channel

      By: Dennis Campbell and Frances X. Frei
      This paper uses the context of online banking to investigate the consequences of employing self-service distribution channels to alter customer interactions with the firm. Using a sample of retail banking customers observed over a 30-month period at a large U.S. bank,... View Details
      Keywords: Cost; Service Operations; Distribution Channels; Consumer Behavior; Internet and the Web; Banks and Banking; Technology Adoption; Service Delivery; Market Transactions; Market Participation; Profit; Retail Industry; Banking Industry; United States
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      Campbell, Dennis, and Frances X. Frei. "The Cost Structure, Customer Profitability, and Retention Implications of Self-Service Distribution Channels: Evidence from Customer Behavior in an Online Banking Channel." Management Science 56, no. 1 (January 2010): 4–24. (Lead Article.)
      • December 2009 (Revised May 2012)
      • Case

      Koo Foundation Sun Yat-Sen Cancer Center: Breast Cancer Care in Taiwan

      By: Michael E. Porter, Jennifer F Baron and C. Jason Wang
      Taiwan's Koo Foundation Sun Yat-Sen Cancer Center has developed an integrated, team-based care delivery model for breast cancer care that is being expanded to other cancer types in 2009. A decade earlier, President and CEO Dr. Andrew Huang and the Center had worked... View Details
      Keywords: Health Care and Treatment; Medical Specialties; Service Delivery; Outcome or Result; Performance Effectiveness; Quality; Integration; Health Industry; Insurance Industry; Taiwan
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      Porter, Michael E., Jennifer F Baron, and C. Jason Wang. "Koo Foundation Sun Yat-Sen Cancer Center: Breast Cancer Care in Taiwan." Harvard Business School Case 710-425, December 2009. (Revised May 2012.)
      • December 2009
      • Article

      From a Declaration of Values to the Creation of Value in Global Health

      By: Jim Yong Kim, Joseph Rhatigan, Sachin H. Jain and Michael E. Porter
      To make best use of the new dollars available for the treatment of disease in resource poor settings, global health practice requires a strategic approach that emphasizes value for patients, defined as health outcomes per dollar spent. Practitioners and global health... View Details
      Keywords: Globalization; Health Care and Treatment; Infrastructure; Service Delivery; Outcome or Result; Poverty; Value Creation
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      Kim, Jim Yong, Joseph Rhatigan, Sachin H. Jain, and Michael E. Porter. "From a Declaration of Values to the Creation of Value in Global Health." Global Public Health (December 2009).
      • November 2009
      • Supplement

      Managing a Global Team: Greg James at Sun Microsystems, Inc. (B)

      By: Tsedal Neeley
      This case updates students on the steps Greg James took to solve the problems that instigated the crisis documented in “Managing a Global Team: Greg James at Sun Microsystems, Inc. (A).” We find out how James solves the process problems involved in his team's breakdown... View Details
      Keywords: Customer Satisfaction; Globalized Firms and Management; Crisis Management; Service Delivery; Business Processes; Performance Productivity; Groups and Teams; Technology Industry
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      Neeley, Tsedal. "Managing a Global Team: Greg James at Sun Microsystems, Inc. (B)." Harvard Business School Supplement 410-020, November 2009.
      • October 2009 (Revised June 2011)
      • Case

      Zappos.com 2009: Clothing, Customer Service, and Company Culture

      By: Frances X. Frei, Robin J. Ely and Laura Winig
      On July 17, 2009, Zappos.com, a privately held online retailer of shoes, clothing, and other soft line retail categories, learned that Amazon.com, a $19 billion multinational online retailer, had won its board of directors' approval to offer to merge the two companies.... View Details
      Keywords: Mergers and Acquisitions; Customer Focus and Relationships; Decision Choices and Conditions; Governing and Advisory Boards; Service Delivery; Organizational Culture; Internet and the Web; Valuation; Apparel and Accessories Industry; Retail Industry
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      Frei, Frances X., Robin J. Ely, and Laura Winig. "Zappos.com 2009: Clothing, Customer Service, and Company Culture." Harvard Business School Case 610-015, October 2009. (Revised June 2011.)
      • October 2009 (Revised January 2010)
      • Case

      The Joslin Diabetes Center

      By: Michael E. Porter, Elizabeth Olmsted Teisberg and Scott Wallace
      The Joslin Diabetes Center in Boston, Massachusetts is a leading center for diabetes care, clinician training, and research. The incidence of diabetes is rising precipitously worldwide, challenging quality of life with its complications and rapidly accelerating health... View Details
      Keywords: Integration; Service Delivery; Medical Specialties; Health Care and Treatment; Outcome or Result; Corporate Finance; Health Industry; Boston
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      Porter, Michael E., Elizabeth Olmsted Teisberg, and Scott Wallace. "The Joslin Diabetes Center." Harvard Business School Case 710-424, October 2009. (Revised January 2010.)
      • September 2009 (Revised April 2011)
      • Case

      Integrated Project Delivery at Autodesk, Inc. (A)

      By: Amy C. Edmondson and Faaiza Rashid
      Describes Autodesk's engagement in Integrated Project Delivery—a new model of risk management, inter-firm teamwork, and multi-objective (aesthetic, cost, and sustainability) optimization in building projects. In 2008, Autodesk, Inc., the world's largest design software... View Details
      Keywords: Buildings and Facilities; Business Headquarters; Design; Risk Management; Business Processes; Projects; Groups and Teams; Partners and Partnerships; Cooperation; Service Industry; Service Industry
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      Edmondson, Amy C., and Faaiza Rashid. "Integrated Project Delivery at Autodesk, Inc. (A)." Harvard Business School Case 610-016, September 2009. (Revised April 2011.)
      • June 2009 (Revised April 2011)
      • Case

      Cincinnati Children's Hospital Medical Center

      By: Anita L. Tucker and Amy C. Edmondson
      The case describes an organization's use of the science of improvement to transform their process quality from below average to the top 10% in their industry. The case outlines the protagonist's strategy of developing internal experts who are trained in a common... View Details
      Keywords: Change Management; Experience and Expertise; Leading Change; Measurement and Metrics; Service Delivery; Performance Improvement; Health Industry; Ohio
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      Tucker, Anita L., and Amy C. Edmondson. "Cincinnati Children's Hospital Medical Center." Harvard Business School Case 609-109, June 2009. (Revised April 2011.)
      • May 2009
      • Case

      Global Health Partner: Obesity Care

      By: Michael E. Porter, Zayed Muhammed Yasin and Jennifer F Baron
      Global Health Partner (GHP) was founded in 2006 as a privately owned health care provider in Sweden serving both public and private paying patients. In contrast to most providers in the country, GHP organized around specific service lines where it saw the potential to... View Details
      Keywords: Health Care and Treatment; Medical Specialties; Service Delivery; Organizational Structure; Outcome or Result; Quality; Competitive Advantage; Integration; Health Industry; Sweden
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      Porter, Michael E., Zayed Muhammed Yasin, and Jennifer F Baron. "Global Health Partner: Obesity Care." Harvard Business School Case 709-494, May 2009.
      • April 2009 (Revised May 2010)
      • Case

      Partners In Health: HIV Care in Rwanda

      By: Michael E. Porter, Scott S. Lee, Joseph Rhatigan and Jim Yong Kim
      In 2005, Partners in Health (PIH) was invited by the Rwandan Ministry of Health to assume responsibility for the management of public health care in two rural districts in Eastern Rwanda and create an HIV treatment program at these sites. PIH successfully implemented a... View Details
      Keywords: Developing Countries and Economies; Health Care and Treatment; Health Testing and Trials; Medical Specialties; Service Delivery; Nonprofit Organizations; Expansion; Health Industry; Rwanda
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      Porter, Michael E., Scott S. Lee, Joseph Rhatigan, and Jim Yong Kim. "Partners In Health: HIV Care in Rwanda." Harvard Business School Case 709-474, April 2009. (Revised May 2010.)
      • March 2009
      • Teaching Note

      elBulli: The Taste of Innovation (TN)

      By: Michael I. Norton, Julian Villanueva and Luc Wathieu
      Teaching Note for [509015]. View Details
      Keywords: Innovation and Invention; Growth and Development; Success; Service Delivery; Service Industry
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      Norton, Michael I., Julian Villanueva, and Luc Wathieu. "elBulli: The Taste of Innovation (TN)." Harvard Business School Teaching Note 509-055, March 2009.
      • March 2009
      • Case

      Barbara Norris: Leading Change in the General Surgery Unit

      By: Boris Groysberg, Nitin Nohria and Deborah Bell
      Barbara Norris struggles to address the many problems facing her as a recently promoted nurse manager in the General Surgery Unit (GSU) at Eastern Massachusetts University Hospital (EMU). She has inherited a unit with the lowest employee satisfaction scores and highest... View Details
      Keywords: Employee Relationship Management; Leading Change; Service Delivery; Organizational Change and Adaptation; Organizational Culture; Groups and Teams; Motivation and Incentives; Satisfaction; Health Industry
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      Groysberg, Boris, Nitin Nohria, and Deborah Bell. "Barbara Norris: Leading Change in the General Surgery Unit." Harvard Business School Case 409-090, March 2009.
      • March 2009 (Revised September 2010)
      • Case

      Dartmouth-Hitchcock Medical Center: Spine Care

      By: Robert S. Huckman, Michael E. Porter, Rachel Gordon and Natalie Kindred
      Describes the Spine Center at Dartmouth-Hitchcock Medical Center, a multidisciplinary unit that offers patients suffering from spinal problems "one-stop" access to a range of providers including orthopedic surgeons, neurosurgeons, neurologists, medical specialists in... View Details
      Keywords: Health Care and Treatment; Medical Specialties; Service Delivery; Service Operations; Integration; Value Creation; Health Industry; United States
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      Huckman, Robert S., Michael E. Porter, Rachel Gordon, and Natalie Kindred. "Dartmouth-Hitchcock Medical Center: Spine Care." Harvard Business School Case 609-016, March 2009. (Revised September 2010.)
      • February 2009 (Revised June 2019)
      • Case

      Cleveland Clinic: Transformation and Growth 2015

      By: Michael E. Porter and Elizabeth O. Teisberg
      The Cleveland Clinic's health care services are internationally renowned for quality. In 2008, The Clinic began to restructure the organization into teams defined around patient needs, rather than traditional medical specialties. "Patients First!" takes shape as the... View Details
      Keywords: Health; Health Care Operations; Health Care Quality; Health Care; Strategy And Leadership; Strategy Development; Health Care and Treatment; Leading Change; Goals and Objectives; Growth and Development Strategy; Measurement and Metrics; Service Delivery; Organizational Change and Adaptation; Outcome or Result; Health Industry; Cleveland
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      Porter, Michael E., and Elizabeth O. Teisberg. "Cleveland Clinic: Transformation and Growth 2015." Harvard Business School Case 709-473, February 2009. (Revised June 2019.)
      • 2009
      • Working Paper

      Applying the Care Delivery Value Chain: HIV/AIDS Care in Resource Poor Settings

      By: Joseph Rhatigan, Sachin H Jain, Joia S. Mukherjee and Michael E. Porter
      The care delivery value chain is a framework that can help conceptualize the organization and structure of care delivery for medical conditions.  We apply this framework to HIV/AIDS care in resource-limited settings. Several conclusions arise than can help inform... View Details
      Keywords: Customer Value and Value Chain; Framework; Health Care and Treatment; Health Disorders; Service Delivery
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      Rhatigan, Joseph, Sachin H Jain, Joia S. Mukherjee, and Michael E. Porter. "Applying the Care Delivery Value Chain: HIV/AIDS Care in Resource Poor Settings." Harvard Business School Working Paper, No. 09-093, February 2009.
      • January 2009 (Revised February 2009)
      • Case

      F-Secure Corporation: Software as a Service (SaaS) in the Security Solutions Market

      By: Lynda M. Applegate, Robert D. Austin, Kalle Lyytinen, Esko Penttinen and Timo Saarinen
      Describes the development of a business model based on "software as a service" (SaaS) for security solution distributed through Internet Service Providers (ISPs). F-Secure disruptively entered a mature business with dominant players by executing an innovative new... View Details
      Keywords: Business Growth and Maturation; Business Model; Disruptive Innovation; Service Delivery; Internet; Information Technology Industry
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      Applegate, Lynda M., Robert D. Austin, Kalle Lyytinen, Esko Penttinen, and Timo Saarinen. "F-Secure Corporation: Software as a Service (SaaS) in the Security Solutions Market." Harvard Business School Case 809-099, January 2009. (Revised February 2009.)
      • Article

      Strong Leadership and Teamwork Drive Culture and Performance Change: Ohio State University Medical Center 2000–2006

      By: Leonard A. Schlesinger, Fred Sanfilippo, Neeli Bendapudi and Anthony Rucci

      Several characteristics of academic health centers have the potential to create high levels of internal conflict and misalignment that can pose significant leadership challenges.

      In September 2000, the positions of Ohio State University (OSU) senior vice... View Details

      Keywords: Employee Relationship Management; Customer Value and Value Chain; Organizational Structure; Performance Improvement; Customer Satisfaction; Organizational Change and Adaptation; Leading Change; Service Delivery; Satisfaction; Health Care and Treatment; Health Industry; Ohio
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      Schlesinger, Leonard A., Fred Sanfilippo, Neeli Bendapudi, and Anthony Rucci. "Strong Leadership and Teamwork Drive Culture and Performance Change: Ohio State University Medical Center 2000–2006." Academic Medicine 83, no. 9 (September 2008).
      • July 2008 (Revised July 2020)
      • Case

      Managing a Global Team: Greg James at Sun Microsystems, Inc. (A)

      By: Tsedal Neeley and Thomas J. DeLong
      Greg James, a global manager at Sun Microsystems, Inc., sets out to meet with his entire 43-member customer implementation team spread across India, France, the United Arab Emirates, and the United States of America to resolve a dire customer system outage as required... View Details
      Keywords: Groups and Teams; Global Range; Management; Customer Satisfaction; Service Delivery; Crisis Management; Conflict and Resolution; Technology Industry; India; United Arab Emirates; France; United States
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      Neeley, Tsedal, and Thomas J. DeLong. "Managing a Global Team: Greg James at Sun Microsystems, Inc. (A)." Harvard Business School Case 409-003, July 2008. (Revised July 2020.)
      • June 2008
      • Case

      Brigham and Women's Hospital: Shapiro Cardiovascular Center

      By: Michael E. Porter, Robert S. Huckman and Jeremy Lance Friese
      Considers the situation facing Gary Gottlieb, president of Brigham and Women's Hospital (BWH), prior to the opening of BWH's integrated cardiovascular center. This case allows students to develop an appreciation of the strategic, financial, organizational, clinical,... View Details
      Keywords: Health Care and Treatment; Health Disorders; Service Delivery; Organizational Design; Integration; Health Industry
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      Porter, Michael E., Robert S. Huckman, and Jeremy Lance Friese. "Brigham and Women's Hospital: Shapiro Cardiovascular Center." Harvard Business School Case 608-175, June 2008.
      • May 2008 (Revised September 2014)
      • Teaching Note

      TD Canada Trust (A), (B), and (C)

      By: Dennis Campbell
      Keywords: Performance Evaluation; Banks and Banking; Mergers and Acquisitions; Customer Focus and Relationships; Profit; Balanced Scorecard; Service Delivery; Announcements; Compensation and Benefits; Canada
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      Campbell, Dennis. "TD Canada Trust (A), (B), and (C)." Harvard Business School Teaching Note 108-076, May 2008. (Revised September 2014.)
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