Publications

December 2002 (Revised February 2003)
Case

Mount Auburn Hospital: Physician Order Entry

Mount Auburn Hospital is preparing to introduce a physician order entry (POE) system throughout the hospital, starting with the labor and delivery ward. POE systems replace paper-based and oral medication ordering processes with an information system; the physician... View Details

Keywords: Change Management; Service Delivery; Information Technology; Health Care and Treatment; Innovation and Invention; Health Industry

October 2008
Case

Tegan c.c.c.

Examines a struggling IT outsourcing project from the perspective of the customer--Tegan. It should be used in conjunction with Hrad Technika (9-609-039), which illustrates the supplier's point of view. When Tegan, a Welsh toy distributor, outsources the development of... View Details

Keywords: Job Cuts and Outsourcing; Information Technology; Service Operations; Business Processes; Information Technology Industry; Wales; Czech Republic

January 2006 (Revised June 2008)
Case

Lehman Brothers (A): Rise of the Equity Research Department

By: Ashish Nanda, Boris Groysberg and Lauren Prusiner

Under Jack Rivkin's leadership, Shearson Lehman's research department rose from relative obscurity to the highest ranking research department on Wall Street within three years. When Rivkin is promoted to head of equity, he wonders how to succeed in his new position. A... View Details

Keywords: Talent and Talent Management; Leadership; Service Operations; Organizational Culture; Research; Alignment

April 2003
Teaching Note

Energis (A) (TN)

By: John R. Wells

Teaching Note for (9-703-505). View Details

Keywords: History; Demand and Consumers; Strategy; Distribution; System Shocks; Service Delivery; Organizational Structure; Telecommunications Industry; United Kingdom

June 2010
Teaching Note

Playing with Fire at Sittercity (A) (TN)

By: Noam T. Wasserman and Rachel Gordon

Note: This mini-Teaching Note was created to provide a brief overview of the teaching plan for this case. Please see the upcoming, fuller Teaching Note for an extensive overview of the underlying research, pedagogical approaches, and other teaching issues. View Details

Keywords: Internet and the Web; Service Delivery; Family Ownership; Problems and Challenges; Growth and Development Strategy; Expansion; Service Industry; Boston

01 Mar 2010
News

Alumni Books

interviews conducted by the authors, this book is filled with colorful stories about selecting and working with management, pioneering new markets, adding value through operational improvements, applying private-equity principles to... View Details

Keywords: Educational Services; Educational Services; Educational Services; Educational Services; Educational Services

01 Jun 2008
News

A Binary Formula

530,000-square-foot Allston Science Complex — four multistory buildings, due for completion in 2011 — the centerpiece of the initial phase of Harvard’s 300-acre development on the Boston side of the Charles River. Both in the scale and... View Details

Keywords: Garry Emmons; science; research; Educational Services; Educational Services; Educational Services

29 May 2009
News

Last Look - June 2009

A Tupperware party at HBS? So say MBA 1992 classmates Olaf Krohg (Section E) and Jamie Millar (B). Krohg writes, “I believe this was a Tupperware party conducted in Professor Len Schlesinger’s Service Management class for the Class of... View Details

Keywords: Keith Larson; Educational Services; Educational Services

01 Jun 2012
News

Global Mission

impressive numbers is the story of the School’s nearly 20-year-long journey to answer a profoundly important question: How does HBS ensure that its students, when they graduate, are equipped to operate in a global world? Just how the... View Details

Keywords: Roger Thompson; meta

01 Sep 2005
News

WATER Ltd.

for water services and wastewater treatment for 17 million people in 1,800 communities in the United States and Canada. American Water typically owns and/or operates the municipal water system in a... View Details

Keywords: Garry Emmons; Waste Management and Remediation Services; Waste Management and Remediation Services; Waste Management and Remediation Services; Waste Management and Remediation Services

30 Apr 2019
News

Leading Schools That Change Lives

extension, mine,” he says. After earning a psychology degree from Boston College in 1998, Kennealey spent two years of community service in nearby Roxbury as a teacher at Nativity Prep, a tuition-free Jesuit middle school that serves boys... View Details

Keywords: Deborah Blagg; Educational Support Services; Educational Support Services

11 Sep 2000
Research & Ideas

Riding the Internet Fast Track

acquisition and brand-building, products and services that are often free or deeply discounted, and abundant funding provided by exuberant capital markets."The problem," he says, "is that everyone understands the strategy,... View Details

Keywords: by Peter Jacobs

October 1999 (Revised November 1999)
Case

VITAS: Innovative Hospice Care

VITAS, a for-profit hospice, has grown through acquisitions and start-ups. The company considers a rollup strategy, and Deirdre Lawe must decide whether to make a particular acquisition. View Details

Keywords: Value Creation; For-Profit Firms; Service Delivery; Health Care and Treatment; Acquisition; Service Industry