Service Operations - Publications - Faculty & Research - Harvard Business School

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June 2007 (Revised October 2007)
Case

Information Technology and Clinical Operations at Beth Israel Deaconess Medical Center

By: Richard M.J. Bohmer, F. Warren McFarlan and Julia Rose Adler-Milstein

Describes the history of clinical computing at Boston's Beth Israel Hospital and the development, since the 1996 merger to form the Beth Israel Deaconess Medical Center, of an information system designed to support the delivery of patient care. The hospitals' CIO, John... View Details

Keywords: Health Care and Treatment; Product Design; Service Delivery; Information Technology; Applications and Software; Health Industry; Boston

11 Jan 2024
Blog Post

My Summer of Joy with the National Parks Service

This article was originally published by HBS Recruiting: Insights & Advice. Hi all, my name is Rhea! I was lucky enough to work for the National Park Service this summer as a business management intern with the Submerged Resources... View Details

Web

Connecting Remotely to WRDS on Windows - Research Computing Services

information you use to log in on the WRDS website) on hand Know whether your machine is 64bit or 32-bit. You can check by typing “Control Panel” in the Start menu. From there, go to “System and Security”, and then click “System”. The View Details

March 2016
Supplement

Trouble at Tessei

By: Ethan Bernstein and Ryan W. Buell

In 2005, Teruo Yabe is asked to revive Tessei, the 669-person JR-East subsidiary responsible for cleaning its Shinkansen ("bullet") trains. Operational mistakes, customer complaints, safety issues, and employee turnover are at or near all-time highs, even as the... View Details

Keywords: Service Management; Employee Engagement; Employee Motivation; Leadership And Managing People; Quality Improvement; Efficiency; Japan; Operational Transparency; Employee Coordination; Transparency; Leadership; Service Delivery; Service Operations; Employees; Quality; Transportation Industry; Japan

March 2018 (Revised March 2019)
Technical Note

Control or Flexibility? Structured Empowerment Offers Both — Lessons from Retail & Service Chains

By: Tatiana Sandino

This note explains how several retail and service organizations use a practice described here as “structured empowerment” to balance control and flexibility as they grow. I define structured empowerment as a practice that grants employees both (a) the power to make... View Details

Keywords: Service Operations; Standards; Employees; Service Delivery; Decision Making; Power and Influence; Service Industry; Service Industry

September 2000
Background Note

Professional Services Module One: Introduction to the Challenges Facing PSFs

By: Thomas J. DeLong, Ashish Nanda and Scot H. Landry

This initial module was meant to clarify how the course would be useful to students who would be starting PSFs, working for them as an employee or contractor, managing them, or hiring them from the client side. View Details

Keywords: Entrepreneurship; Selection and Staffing; Management; Service Delivery; Service Industry

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December 2015 (Revised February 2016)
Case

Ocado

By: José Alvarez, David E. Bell and Damien McLoughlin

In 2015, U.K.-based Ocado was the world's largest pure player in the online home-delivery grocery business and was gaining a growing share of the highly competitive U.K. grocery market. Ocado had made heavy investments in technology, including a highly automated... View Details

22 May 2020
Blog Post

Reflections on Service - Armed Forces Alumni Association Student Profiles

from my time in the Army who helped shape the leader I was ultimately able to become. Jeremy Kubach | President’s Emergency Operations Center US Navy ENTERED SERVICE FROM: Clay, Kentucky REASON FOR SERVING:... View Details

November 2008
Article

Chartering New Territory: Diversification, Legitimacy and Practice Area Creation in Professional Service Firms

By: Heidi Gardner, N. Anand and Timothy Morris

Diversification into innovative domains through new practice area creation is a critical imperative for professional services firms. Using theories of organizational territoriality and corporate charters, we conceptualize professional firms as federations of distinct... View Details

Keywords: Diversification; Lawfulness; Code Law; Management Practices and Processes; Service Operations; Innovation and Invention; Management Analysis, Tools, and Techniques

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August 2021 (Revised February 2023)
Supplement

Fair Park Covid-19 Mass Vaccination Site (B)

This case is an opportunity to apply the methods of the Toyota Production System (TPS) to the analysis of an everyday service application: administering Covid-19 vaccines. It describes the start-up of a drive-up Covid-19 mass vaccination site at the Texas State Fair... View Details

Keywords: Operations Management; Operations Improvement; Operations And Processes; Toyota Production System; COVID-19 Pandemic; Operations; Service Operations; Health Pandemics; Service Delivery; Problems and Challenges; Goals and Objectives; Measurement and Metrics; Health Industry; United States

September 2000
Background Note

Professional Services Module Two: External Strategy for Sustained Competitive Advantage

By: Thomas J. DeLong, Ashish Nanda and Scot H. Landry

Concerns itself with the strategic dynamics which influence organizations externally. View Details

Keywords: Competitive Advantage; Competitive Strategy; Corporate Entrepreneurship; Business Startups; Business Plan; Service Operations; For-Profit Firms; Power and Influence; Measurement and Metrics; Business Processes; Management Practices and Processes; Management Analysis, Tools, and Techniques

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1983
Other Unpublished Work

Services from Public Capital: The Outlook for Boston's Physical Infrastructure

By: Dutch Leonard, Arnold Howitt, Helen F. Ladd and Ann B. Weeks

Keywords: Capital; Infrastructure; Public Ownership; Urban Scope; Boston

11 May 2022
News

Are You Tracking the Customer Service Metrics That Really Count?

February 2016 (Revised February 2020)
Teaching Note

Oberoi Hotels: Train Whistle in the Tiger Reserve

By: Ryan W. Buell and Ananth Raman

Celebrated as one of the world's premiere luxury hotel brands, Oberoi Hotels attracts and serves some of the most quality sensitive guests in the world. The case considers the challenge of how an organization with a standardized service model can repeatedly delight... View Details

Keywords: Service Quality; Service Management; Service Quality Competition; Customer Management; Customer Service Excellence; Employee Empowerment; Employee Engagement; Employee Training; Hospitality; Hotel Industry; Service Delivery; Service Operations; Customer Satisfaction; Employees; Training; Quality; Accommodations Industry; India

2016
Book

Innovation Equity: Assessing and Managing the Monetary Value of New Products and Services

By: Elie Ofek, Eitan Muller and Barak Libai

This book bridges the gap between what academics know, and what innovation stakeholders—from managers, to investors, to analysts, to consumers—need to know about how new products and services are expected to perform in the marketplace. The book develops a compelling... View Details

Keywords: Innovation; Technology Diffusion; New Products; Customer Lifetime Value; Monetization Strategy; Social Influence; Innovation Adoption; Forecasting Demand; Commercialization; Marketing Strategy; Practice; Customer Value and Value Chain; Research; Innovation and Management; Technology Adoption; Forecasting and Prediction; Product Development

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January 2017 (Revised August 2017)
Case

Weathernews

By: Karim R. Lakhani and Akiko Kanno

Tomohiro Ishibashi (Bashi), chief executive officer for B to S, and Julia Foote LeStage, chief innovation officer of Weathernews Inc., were addressing a panel at the HBS Digital Summit on creative uses of big data. They told the summit attendees about how the Sakura... View Details

Keywords: Crowdsourcing; Operations; Globalization; Weather; Forecasting and Prediction; Global Strategy

October 2016
Case

Turkasset: Bringing Customer-Centricity to Debt Collection

By: Dennis Campbell and Gamze Yucaoglu

In December 2014, in preparation for the year-end board presentation, Hilmi Guvenal (PMD 1993), shareholder and CEO of Turkasset, and Ilker Yoney, COO, sat down to discuss Turkasset’s five- and ten-year strategic plans. Since taking leadership of the company in 2009,... View Details

July – August 2011
Article

Deliberate Learning to Improve Performance in Dynamic Service Settings: Evidence from Hospital Intensive Care Units

By: I. M. Nembhard and A. L. Tucker

Dynamic service settings-characterized by workers who interact with customers to deliver services in a rapidly changing, uncertain, and complex environment (e.g., hospitals)-play an important role in the economy. Organizational learning studies in these settings have... View Details

Keywords: Experience and Expertise; Customer Focus and Relationships; Learning; Health Care and Treatment; Service Delivery; Performance Improvement; Quality; Groups and Teams; Cooperation; Health Industry

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May 2016 (Revised September 2016)
Case

Hillside Beach Club: Delivering the Ultimate Family Vacation in the Mediterranean

By: Rajiv Lal and Gamze Yucaoglu

In 2015, Edip Ilkbahar, HBC’s founder and CEO, was looking over the plans for a new branch in Cyprus. Since the inception of the company by the Alarko Group of companies in 1994, Ilkbahar’s company had enjoyed high occupancy, high guest satisfaction, and high... View Details

2021
Article

Evidence of Decreasing Internet Entropy: The Lack of Redundancy in DNS Resolution by Major Websites and Services

By: Samantha Bates, John Bowers, Shane Greenstein, Jordi Weinstock, Jonathan Zittrain and Yunhan Xu

This paper analyzes the extent to which the Internet’s global domain name resolution (DNS) system has preserved its distributed resilience given the rise of cloud-based hosting and infrastructure. We explore trends in the concentration of the DNS space since at least... View Details

Keywords: Domain Name System; Resilience; Entropy; Internet and the Web; Infrastructure; Performance Effectiveness; Safety; Cybersecurity

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