Publications

01 Mar 2013
News

Bringing It Back Home

conjunction with the Social Enterprise Initiative, gives nonprofit leaders the tools to look at their operations from a strategic level. The giving goes both ways, however. The faculty—including Alnoor Ebraham, Allen Grossman, Janice... View Details

Keywords: Constantine von Hoffman; SPNM; Strategic Perspectives in Nonprofit Management; Roadtrip Nation; Management of Companies and Enterprises; Management

27 Jul 2017
News

Seeing a Way Forward

years later, looking for a new challenge, she came across salauno. Captivated by the organization’s mission and work, she negotiated a month-long project to show the directors how she could make their operation more efficient. “I... View Details

Keywords: Jennifer Myers

01 Feb 2000
News

Better Mousetraps: At Product Design Fair, Student Ideas Get Real

Kresge Hall last December, is where students present their final projects - the culmination of a semester spent learning to design and develop products and services and get them to market. "Hopefully it is here that any shortcomings in... View Details

Keywords: Margie Kelley

September 2007
Case

Collaborating to Improve

By: Richard M.J. Bohmer and Ingrid M. Nembhard

Madison Memorial Hospital is deciding between a variety of quality improvement strategies. Highlights quality improvement collaborative—organized programs popularized by the Institute for Healthcare Improvement in which teams from multiple institutions work together to... View Details

Keywords: Health Care and Treatment; Service Delivery; Performance Improvement; Quality; Groups and Teams; Cooperation; Integration; Health Industry

April 2005 (Revised August 2012)
Supplement

MedCath Corporation (B)

By: Regina E. Herzlinger and Louisa Neissa

Supplements the (A) case. A rewritten version of an earlier case. View Details

Keywords: Medical Specialties; Market Entry and Exit; Service Delivery; Conflict and Resolution; Horizontal Integration; Medical Devices and Supplies Industry

02 Aug 2019
News

Helping Veterans Build Careers

Navy veteran Dan Goldenberg (MBA 2003) was a week into life as a HBS student when the 9/11 attacks occurred, compelling him to join the Reserves just months after having left active duty. That defining moment inspired him to help others successfully reenter the working... View Details

30 Nov 2017
News

Happy Meals (Are Here Again)

orders and have them delivered to their tables—a service often performed by managers. “Now when I see a customer talking to a manager, it’s a good thing,” says Karavites, smiling. Traditionally, the bank of cash registers that separates... View Details

Keywords: Dan Morrell; photographed by Saverio Truglia

June 2011
Background Note

It's a Social World

By: Stephen P. Bradley and Nancy Bartlett

Social media had fashioned the lives of individuals and communities by 2010, providing an opportunity and a challenge for companies of all sizes. This note provides background on various social media (e.g. social networks, forums, games and communication services) and... View Details

Keywords: Customer Relationship Management; Brands and Branding; Marketing Strategy; Media; Service Operations; Sales; Opportunities; Corporate Strategy; Web

January 2009 (Revised December 2009)
Supplement

Playing with Fire at Sittercity (B)

By: Noam T. Wasserman and Rachel Gordon

To help her finance her aggressive expansion plans, Genevieve Thiers plans to raise venture capital for the first time. She has spent the last six long years building Sittercity into the nation's leading babysitting web service, larger than all of its competitors... View Details

Keywords: Entrepreneurship; Venture Capital; Problems and Challenges; Risk Management; Agreements and Arrangements; Service Operations; Family and Family Relationships; Competition; Expansion; Internet

01 Sep 2008
News

Where Are They Now?

multinational corporations, including Sears Roebuck, Wal-Mart, Bank of America, and American Express. He has also served on the board of Youth Services International, which provides care and developmental View Details

Keywords: Margie Kelley; Educational Services; Educational Services

March 2010
Article

I'll Have the Ice Cream Soon and the Vegetables Later: A Study of Online Grocery Purchases and Order Lead Time

By: Katherine L. Milkman, Todd Rogers and Max Bazerman

How do decisions made for tomorrow or two days in the future differ from decisions made for several days in the future? We use data from an online grocer to address this question. In general, we find that as the delay between order completion and delivery increases,... View Details

Keywords: Time Management; Service Delivery; Internet and the Web; Decisions; Customers; Retail Industry

Find at Harvard

December 1980 (Revised June 2006)
Case

University Health Services: Walk-In Clinic

The walk-in clinic for general outpatient care at a major university experiences complaints about excessive waiting times. The system is changed to provide for initial screening of arriving patients in order to route them to appropriate health care providers. The... View Details

Keywords: Organizational Change and Adaptation; Service Delivery; Health Care and Treatment; Performance Evaluation; Health Industry

26 May 2016
News

Sunil B. Mittal, OPM 27, 1999

Telecom 1992 Launches Bharti Cellular 1999 Completes OPM Program 2002 Bharti Airtel lists on Indian bourses through IPO 2004 Airtel becomes India’s largest mobile operator 2006 Launches Satya Bharti School Program to educate India’s rural... View Details

Keywords: Susan Young

19 May 2011
Research & Ideas

Empathy: The Brand Equity of Retail

said. “One of the challenges we face in retail service operations is that the customer is part of the operating process” Raman also talked about empathy in dealing with... View Details

Keywords: by Carmen Nobel; Health

01 Jun 2010
News

Entrepreneur-in-Residence

Janet Kraus, cofounder of Circles, a leader in concierge services, is HBS’s newest Entrepreneur-in-Residence. Founded in 1997, Circles became a $50 million company with nearly 1,000 people operating in Boston and Burlington, Ontario.... View Details

Keywords: Educational Services; Educational Services

August 2023
Case

Vanderbilt: Transforming an Academic Health Care Delivery System, 2020

By: Michael E. Porter, Robert S. Kaplan, Mary L. Witkowski and David N. Bernstein

Keywords: Health Care; Health Care Industry; Academic Medicine; Value-based Health Care; Value-based Healthcare; Health Care Delivery; Service Delivery; Transformation; Health Care and Treatment; Corporate Strategy; Leadership; Health Industry; Tennessee; United States