Publications

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August 2010 (Revised May 2012)
Teaching Note

The UCLA Medical Center: Kidney Transplantation (TN)

By: Michael E. Porter and Jennifer F Baron

Teaching Note for 711410. View Details

Keywords: Health Care and Treatment; Service Delivery; Price; Programs; Measurement and Metrics; Health Industry

May 1992
Case

Sunday River Ski Resort

By: Leonard A. Schlesinger and Martha Epstein

Sunday River is a ski area in Bethel, ME which has been run by entrepreneur Les Otten since 1980. The year before Otten purchased the area, it posted a loss of $235,000 on revenues of $541,000. Under Otten's leadership, however, Sunday River posted year after year of... View Details

Keywords: Service Delivery; Competitive Advantage; Entrepreneurship; Success; Transformation; Tourism Industry; Entertainment and Recreation Industry; Maine

Find at Harvard

July 2001 (Revised February 2002)
Case

Enspire Learning

An MBA student founds an e-education business and must decide which customers to target and which products/services to produce. View Details

Keywords: Customer Relationship Management; Internet and the Web; Service Delivery; Education; Business Startups; Planning; Web Services Industry; Web Services Industry

01 Dec 2010
News

Rent Out Your Ride

service with Web site sign-up and programmed cards that provide members with access to owners’ vehicles in home driveways or parking lots. Clark says that a key ingredient is personalizing the service: Renters are reminded that they are... View Details

Keywords: car sharing; Transit and Ground Passenger Transportation; Transportation

August 2009
Teaching Note

Cyworld: Creating and Capturing Value in a Social Network (TN)

By: Sunil Gupta and Sangman Han

Teaching Note for [509012]. View Details

Keywords: Value Creation; Social and Collaborative Networks; Mergers and Acquisitions; Revenue; Leadership Style; Decision Choices and Conditions; Digital Marketing; Customers; Service Operations; Competency and Skills; Web Services Industry; South Korea

30 Oct 2019
News

Creating Agents of Change

decades of their lives, from the time they're 3 until they're 24, with the intent to help them break the cycle of poverty. We operate in some of the most poverty-stricken areas, serving about a quarter of a million children in 10... View Details

October 2000 (Revised March 2001)
Case

Firestone/Ford Tire Controversy, The (A)

By: V.G. Narayanan and Roger Orosman Nieves

Examines the high-profile Firestone/Ford product recall/investigation that took place in the summer of 2000. Focuses on the management of supplier relationships and incentives. View Details

Keywords: Knowledge Sharing; Supply Chain Management; Motivation and Incentives; Crisis Management; Corporate Accountability; Product; Service Operations; Auto Industry

01 Sep 2007
News

To The Rescue

Each day, the chaos that is one sliver of modern India arrives in the form of 13,000 phone calls to the tranquil 37-acre campus of the Emergency Management and Research Institute (EMRI) outside Hyderabad in the southern state of Andhra Pradesh. “Namaste, one zero... View Details

Keywords: Garrett M. Graff; emergency response networks; Ambulatory Health Care Services; Ambulatory Health Care Services; Ambulatory Health Care Services; Ambulatory Health Care Services

02 Sep 2014
News

Many of the best ideas for improving health care are quite simple

military, and consulting settings, Huckman has backed intuition with hard data. In a software services firm, for example, he found that when familiarity increased by 50 percent, defects decreased by 19 percent and deviations from budget... View Details

01 Dec 2000
News

Books

culture, structures, and management systems. Kaplan and Norton outline five requirements for building a strategy-focused organization: translating strategy to operational terms, aligning the organization to the strategy, making strategy... View Details

Keywords: Rogelio Fussa; Publishing Industries (except Internet); Information

September 2005 (Revised January 2006)
Case

Yum! Brands, Inc: A Corporate Do-Over

By: Frances X. Frei, Amy C. Edmondson, James Weber and Eliot Sherman

Describes the successful turnaround of the restaurant company Yum! Brands after its spin off from PepsiCo and covers how the company's leadership planned and executed on virtually every dimension of the employee experience. The main dilemma centers on what the company... View Details

Keywords: Product; Brands and Branding; Service Operations; Expansion; Trade; Leadership Development; Business or Company Management; Food and Beverage Industry; Retail Industry

June 2008 (Revised October 2010)
Case

Patient Flow at Brigham and Women's Hospital (A)

By: Anita L. Tucker and Jillian Alexandra Berry

Brigham and Women's Hospital challenged a team of physicians to improve patient flow from the Emergency Department to Intensive Care Units (ICUs). One of the team members, Selwyn Rogers, Director of the Surgical Intensive Care Unit (SICU) at Brigham and Women's... View Details

Keywords: Change Management; Health Care and Treatment; Service Operations; Business Processes; Performance Productivity; Conflict and Resolution; Health Industry; Massachusetts

October 2000 (Revised November 2005)
Case

Cisco Systems: Web-enablement

By: Richard L. Nolan, Kelley Porter and Christina Akers

Describes how Cisco web-enabled their ERP systems and developed the "front office" systems to electronically link to their customers and suppliers. A rewritten version of an earlier case. View Details

Keywords: Internet and the Web; Information Technology; Technological Innovation; Internet and the Web; Service Operations; Information Technology Industry