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Show Results For
- All HBS Web
(10,313)
- People (49)
- News (3,238)
- Research (5,497)
- Events (24)
- Multimedia (59)
- Faculty Publications (3,988)
- December 2005 (Revised October 2006)
- Case
Pharmacy Service Improvement at CVS (A)
CVS's retail pharmacy operations are functioning poorly and dissatisfying customers. Many customers are defecting as a result. A pharmacy service improvement team has documented the current prescription fulfillment process, its exception rates, and the problems... View Details
Keywords: Information Technology; Performance Improvement; Business Processes; Retail Industry; Pharmaceutical Industry; United States
McAfee, Andrew P. "Pharmacy Service Improvement at CVS (A)." Harvard Business School Case 606-015, December 2005. (Revised October 2006.)
- 11 Jan 2024
- Blog Post
My Summer of Joy with the National Parks Service
broadly, I could learn how an organization like the park service had increased access to resources (land) for generations. I slowly came to see that if I didn’t accept the role, I would regret it.I took the offer and was ultimately placed... View Details
- Web
Baker Library Services - Alumni
Careers Baker Library Services Careers Baker Library Services Career research for HBS alumni is a top priority for Baker Library. We help alumni with their career research in several ways: Building a... View Details
- February 2004 (Revised March 2004)
- Background Note
Profitability Drivers in Professional Service Firms
By: Ashish Nanda
This case presents a simple model of the drivers of profitability in a professional service partnership and conducts an empirical exploration of the determinants of profitability among AmLaw 100 firms over the period 1994 to 1999. View Details
Nanda, Ashish. "Profitability Drivers in Professional Service Firms." Harvard Business School Background Note 904-064, February 2004. (Revised March 2004.)
- 2003
- Case
Capston-White's Document Management and Production Services
By: Vijay Govindarajan, Chris Trimble and Julie Lang
The development of multi-function devices that could copy, print, fax, and scan created a convergence in the markets for these devices. Copiers and printers had previously been purchased and managed in very different manners by large organizations. Facing an uncertain... View Details
Govindarajan, Vijay, Chris Trimble, and Julie Lang. "Capston-White's Document Management and Production Services." 2003. (Case No. 2-0017.)
- 2015
- Working Paper
Build It, Buy It or Both? Rethinking the Sourcing of Advertising Services
By: Alvin J. Silk and Marta M. Stiglin
This paper provides an update on the current state of in-house agencies. Whereas traditional consideration of internalizing advertising services was framed as a binary choice of build or buy, today's advertisers frequently pursue hybrid policies of build and buy to... View Details
Silk, Alvin J., and Marta M. Stiglin. "Build It, Buy It or Both? Rethinking the Sourcing of Advertising Services." Harvard Business School Working Paper, No. 15-093, June 2015.
- 22 Jan 2008
- Research & Ideas
New Challenges in Leading Professional Services
Professional service firms—law firms, financial services firms, money management firms, private equity firms, hedge funds, management consultants, advertising agencies—are the most challenging and exciting... View Details
- February 2001 (Revised February 2018)
- Supplement
The iPremier Company (C): Distributed Denial of Service Attack
By: Robert D. Austin, Larry Leibrock and Alan Murray
Supplements the (A) case. View Details
Austin, Robert D., Larry Leibrock, and Alan Murray. "The iPremier Company (C): Distributed Denial of Service Attack." Harvard Business School Supplement 601-116, February 2001. (Revised February 2018.)
- May 1993
- Teaching Note
Patient Transfusion Services Lab of Central Blood Bank TN
By: James L. Heskett
Teaching Note for (9-693-091). View Details
Keywords: Health Industry
- January–February 2024
- Article
Shared Service Delivery Can Increase Client Engagement: A Study of Shared Medical Appointments
By: Ryan W. Buell, Kamalini Ramdas, Nazlı Sönmez, Kavitha Srinivasan and Rengaraj Venkatesh
Problem Definition: Clients and service providers alike often consider one-on-one service delivery to be ideal, assuming – perhaps unquestioningly – that devoting individualized attention best improves client outcomes. In contrast, in shared service delivery, clients... View Details
Keywords: Health Care and Treatment; Customer Satisfaction; Outcome or Result; Performance Improvement
Buell, Ryan W., Kamalini Ramdas, Nazlı Sönmez, Kavitha Srinivasan, and Rengaraj Venkatesh. "Shared Service Delivery Can Increase Client Engagement: A Study of Shared Medical Appointments." Manufacturing & Service Operations Management 26, no. 1 (January–February 2024): 154–166.
- February 2001 (Revised February 2018)
- Supplement
The iPremier Company (B): Distributed Denial of Service Attack
By: Robert D. Austin, Larry Leibrock and Alan Murray
Supplements the (A) case. View Details
Austin, Robert D., Larry Leibrock, and Alan Murray. "The iPremier Company (B): Distributed Denial of Service Attack." Harvard Business School Supplement 601-115, February 2001. (Revised February 2018.)
- September 2000
- Background Note
Professional Services Module Three: Internal Strategy of Organizational Design
By: Thomas J. DeLong, Ashish Nanda and Scot H. Landry
The way in which PSFs organize themselves to leverage strategic capabilities is imperative in achieving high performance. View Details
Keywords: Organizational Design; Strategy; Performance Capacity; Competency and Skills; Business Startups
DeLong, Thomas J., Ashish Nanda, and Scot H. Landry. "Professional Services Module Three: Internal Strategy of Organizational Design." Harvard Business School Background Note 801-009, September 2000.
- September 1989 (Revised December 1992)
- Case
Fleet/Norstar Services Corp.: Getting the Best of Both Worlds
Linder, Jane C. "Fleet/Norstar Services Corp.: Getting the Best of Both Worlds." Harvard Business School Case 190-049, September 1989. (Revised December 1992.)
- February 1994 (Revised June 1994)
- Supplement
Introduction of Telepoint Services in Britain (C): Post Mortem
Dhebar, Anirudh S. "Introduction of Telepoint Services in Britain (C): Post Mortem." Harvard Business School Supplement 594-099, February 1994. (Revised June 1994.)
- March 2006
- Background Note
Influencing Customer Behavior in Service Operations
By: Frances X. Frei and Amy C. Edmondson
Explores ways in which service firms can influence the behavior of their customers. Drawing from research on employee motivation and applying it to customer motivation, the note describes two levels of managerial control: instrumental control, which shapes behavior... View Details
Keywords: Customers; Governance Controls; Consumer Behavior; Service Operations; Emotions; Motivation and Incentives; Power and Influence; Service Industry
Frei, Frances X., and Amy C. Edmondson. "Influencing Customer Behavior in Service Operations." Harvard Business School Background Note 606-061, March 2006.
- August 2000 (Revised June 2001)
- Case
Fsas: Fujitsu Support and Service Inc.
Fsas was created as a spinoff subsidiary of Fujitsu to service PC networks. As the company succeeded, it became listed on Japan's stock exchange--second tier. Now the Internet is causing Fsas to decide how to structure itself again. Should it spinoff a new company? View Details
Keywords: Business Subsidiaries; Internet; Business Growth and Maturation; Innovation and Invention; Information Technology Industry; Japan
Chesbrough, Henry W., and Yoshinori Fujikawa. "Fsas: Fujitsu Support and Service Inc." Harvard Business School Case 601-003, August 2000. (Revised June 2001.)
- Web
Training - Research Computing Services
Training Training Calendar Upcoming training sessions and links to those held previously (filterable). Workshops, Tutorials, & Reference Materials A collection of training materials and reference materials about programming languages,... View Details
- 01 Apr 2002
- News
New Director of MBA Career Services Focuses on Power of Alumni Network
interview Merrick immediately; both offered him jobs. After graduation, he accepted a position at Parson Group, a Chicago-based consulting firm he learned of through a previous contact. That was then, this is now, but Merrick's approach -... View Details
- November 2005 (Revised June 2006)
- Case
Strategic Planning at United Parcel Service
By: David A. Garvin and Lynne Levesque
In March 2005, CEO Michael Eskew has asked the Corporate Strategy Group to recommend changes to the strategic process to ensure it allows United Parcel Service (UPS) to continue to transform itself over the next several years. Describes the evolution of UPS's strategic... View Details
Keywords: Change; Decisions; Globalization; Growth and Development Strategy; Managerial Roles; Strategic Planning; Creativity; Corporate Strategy
Garvin, David A., and Lynne Levesque. "Strategic Planning at United Parcel Service." Harvard Business School Case 306-002, November 2005. (Revised June 2006.)
- March 2003 (Revised April 2006)
- Background Note
Scale and Scope in Professional Service Firms
By: Ashish Nanda
This case discusses why economies (and diseconomies) of scale and scope exist in professional service firms (PSFs) and how they influence the amount and range of services that PSFs offer. It is distributed with a case that focuses on determining the optimal scale/scope... View Details
Nanda, Ashish. "Scale and Scope in Professional Service Firms." Harvard Business School Background Note 903-117, March 2003. (Revised April 2006.)