Scaling Service Operations - Publications - Faculty & Research

03 Apr 2006
Research & Ideas

The Competitive Advantage of Global Finance

face as they operate in the complicated world of international finance. Desai notes that there is tremendous heterogeneity in firm responses to the opportunities and obstacles created by worldwide operations. In this e-mail interview,... View Details

Keywords: by Sean Silverthorne; Financial Services

01 Sep 2011
News

The Spangler Effect

provided an opportunity to consolidate student services previously scattered across campus. MBA administrative offices moved into the top floor, and the lower level included a casual-dining grill, the Harvard Coop, IT support services, a... View Details

Keywords: Roger Thompson; Educational Services; Educational Services

12 Oct 2016
Research & Ideas

Break the Rules of How Business is Done

Taking a risk by breaking with standard operating procedure can make your company more innovative. Credit: maxsattana In addition to creating a new company that is disrupting the status quo, many founders are also challenging the old... View Details

Keywords: by Julia B. Austin

14 Nov 2019
News

Keeping Red Lobster Fresh

to do is work on is following a phased plan. And there are three phases to the plan. Phase one was fixing the fundamentals of the business, which are making sure you're operating well, making sure you got high-quality food and system.... View Details

Keywords: Food Services and Drinking Places; Food Services and Drinking Places

October 2001 (Revised November 2002)
Case

Herman Miller(B): Creating Innovation Streams

By: Sandra J. Sucher and Stacy McManus

In 1997, Mike Volkema faced the difficulty of attempting to revitalize a once dynamic organization. Volkema wondered how he could incorporate advances made within subsidiaries, such as Miller SQA's business model innovation, into the company as a whole while also... View Details

Keywords: Innovation and Invention; Innovation and Management; Product Design; Product Development; Product; Supply Chain Management; Business Model; Service Delivery; Customer Value and Value Chain; Manufacturing Industry; Consumer Products Industry

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Independent Projects | Social Enterprise | Harvard Business School

internal strategy group to determine the appropriate efficient scale for country offices. Explored interactive media approaches for an organization focused on expanding access to financial services for... View Details

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Benefits | Information Technology

Benefits The benefits of being live Just about everyone is familiar with online video conferencing services like Zoom, Teams, or any of the countless options available online. So why create a program using HBS Live Online Classrooms?... View Details

01 Dec 2016
News

Inside Modern HR

element of a hiring decision, but it helps reduce uncertainty. We’re learning so much about how employee well-being drives engagement and performance, and I think organizations will operate differently in the future from a work-life... View Details

Keywords: Julia Hanna

01 Nov 2019
News

It’s a Small World

recognition that EF actually operates like a small company. But we are actually quite large, with 46,500 people around the world in 52 countries. And I think that, as a very entrepreneurial business, there was a recognition that we needed... View Details

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Challenges and Opportunities in the Restaurant Industry - Course Catalog

the US gross domestic product. While scaled restaurant operations are frequently featured, interestingly approximately 70% of restaurants are single unit operations. Restaurants have also attracted... View Details

Profile

Kanwaljit Bakshi

seem, sex traffickers operate a lot like businesses," she says. "You see these fascinating informal networks of organized criminals sort of collaborating through different aspects of the human trafficking supply chain, so to... View Details

Keywords: Nonprofit / Government

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Leadership, Culture, and Transition at lululemon | Information Technology

Christine Day assumes leadership in mid-2008, tasked with driving the company toward a $1 billion sales goal while addressing operational inefficiencies, underperforming stores, and diminishing cross-functional teamwork. This narrative... View Details

14 Jun 2007
Working Paper Summaries

Evolution Analysis of Large-Scale Software Systems Using Design Structure Matrices and Design Rule Theory

Keywords: by Matthew J. LaMantia, Yuanfang Cai, Alan D. MacCormack & John Rusnak; Web Services; Web Services

01 Mar 2009
News

Your Taxi Is Waiting

service DayJet, launched in October 2007, placed an up-front order for 239 Eclipse 500s and used a chancier, less profitable per-seat pricing model for its Florida-based operations. The company ran out of money and ceased View Details

Keywords: Julia Hanna; Air Transportation; Transportation

01 Sep 2016
News

Offshore Learning

said Pearson, “but we also operate a ferry service, cater weddings and corporate outings, and five high-ropes course installations used by many people who’ve never done anything like that before. We’ve had to cultivate expertise in a lot... View Details

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

01 Dec 2018
News

Alumni and Faculty Books for December 2018

today. Inside Out by Patrick Moffett (AMP 111) Vanguard Press After the protagonist’s wife is murdered, he begins a series of vigilante killings and, as a result, is invited to join an organized covert operations unit, rather than face... View Details

15 May 2018
News

Spreading the Safety Net

paid sick leave and the flexibility to work from home, or even abroad. Our hourly employees, working in Rent the Runway’s warehouse, on the customer service team and in our retail stores, had to face life events like caring for a newborn,... View Details

02 Sep 2018
News

Havana Rising

When hotel manager Alessandro Benedetti worked for Kempinski chain locations in Spain and Switzerland, morning meetings were a time to go over the numbers and discuss strategy for the days ahead. But ever since Benedetti moved to Havana in February 2017 to help open... View Details

Keywords: Dan Morrell; photographed by Eve North

14 Feb 2005
Research & Ideas

The World in Your Palm?

both a car wax and dessert topping. At the moment, the cell phone is the closest thing we have to a fully converged device, said panelists, who represented device makers, telecom service providers, and View Details

Keywords: by Sean Silverthorne