Publications

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September 2003 (Revised October 2010)
Case

A Pain in the Hip

By: Richard M.J. Bohmer

Describes in detail the process of diagnosing the cause of a sore hip in a young girl. Referred to the emergency room by her pediatrician, the child is subjected to a set of diagnostic tests over a two-day period, each designed to reduce the uncertainty surrounding the... View Details

Keywords: Production; Service Delivery; Service Operations; Performance Improvement; Health Industry

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March 2003
Teaching Note

Bank of America (A) and (B) TN

By: Stefan H. Thomke

Teaching Note for (9-603-022) and (9-603-023). View Details

Keywords: Service Operations; Banking Industry

September 2000 (Revised October 2002)
Case

National Logistics Management

By: Lynda M. Applegate, Mary Rotelli and Kristin Kohler

National Logistics Management (NLM), a third-party logistics company, is a successful, profitable business that provides a more cost-effective and efficient means to expedite premium freight. With the logistics landscape changing, NLM's market niche is threatened. Can... View Details

Keywords: Entrepreneurship; Business Strategy; Competitive Strategy; Growth and Development Strategy; Business or Company Management; Logistics; Industry Structures; Planning; Service Industry

01 Sep 2005
News

WATER Ltd.

In an age of global scarcity, water has become a valuable commodity in both the industrialized and developing worlds. With governments and communities increasingly unable to manage the complexities and expense of water treatment and... 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

01 Dec 2006
News

2006 MBAs Go to Work

Western U.S. 18.1% (Bay Area: 10.4%) Central & Southwest U.S. 12.4% Southeast U.S. 5.1% Europe 8.7% Asia/South Pacific 4.8% Latin America 2.3% Other 3.2% Industry Choices Financial Services 41.6% (Investment... View Details

Keywords: Educational Services; Educational Services

01 Mar 2011
News

Making Their Way

Chirchirillo, “It’s a game-changer. Now we can go from print-to-part faster than anyone in the world.” The coin of the realm: The intricate patterns of metal stampings form the innards of component parts for a variety of manufactured products in a range of View Details

Keywords: Garry Emmons; Electrical Equipment, Appliance, and Component Manufacturing; Manufacturing; Fabricated Metal Product Manufacturing; Manufacturing; Rail Transportation; Transportation

06 Jan 2012
News

Where Are They Now?

2008. Since winning the Alumni New Venture Contest, which came with $25,000 and a mentoring opportunity with HBS faculty, Sundaram has grown from a staff of four to 16, and, after a stumble with outsourcing the prototype fabrication, has opened its first factory and... View Details

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

June 2001 (Revised March 2003)
Case

Alibris (B)

Takes place more than two years after the (A) case. Alibris has weathered the storms and has built a popular, growing business. As the Christmas season of 2000 approaches, the company is confronted with two IT projects that both seem urgent and important. The first is... View Details

Keywords: Resource Allocation; Information Technology; Service Operations; Competitive Advantage; Information Management; Service Industry

September 1999 (Revised September 1999)
Case

Convergys Corporation

By: Stephen P. Bradley and Kelley Porter

Focuses on the important issue of capturing the synergies between the two sides of the business, Information Management Group (IMG) and Customer Management Group (CMG). In addition, the case also addresses strategic issues from each of the individual businesses. For... View Details

Keywords: Customer Focus and Relationships; Customer Satisfaction; Growth and Development Strategy; Management Practices and Processes; Service Delivery; Service Operations; Strategy; Competitive Strategy; Corporate Strategy; Information Industry; Information Industry

March 2002 (Revised March 2004)
Case

Metalcraft Supplier Scorecard

By: Susan L. Kulp, V.G. Narayanan and Ronald L. Verkleeren

An automotive components company uses a supplier scorecard to make sourcing decisions and review its supplier performance. View Details

Keywords: Supply Chain Management; Quality; Performance Evaluation; Decision Making; Service Operations; Motivation and Incentives; Supply and Industry; Manufacturing Industry; Manufacturing Industry

August 2000 (Revised February 2003)
Case

Borders Group, Inc.

By: Zeynep Ton and Ananth Raman

Describes Borders Group, a well-known retail chain, in late 1999 and its traditional strengths and rapid growth in the 1990s. By 1990, however, the company had fallen behind Amazon.com and Barnes & Noble in leveraging the Internet for book retailing, although it... View Details

Keywords: Supply Chain Management; Customer Value and Value Chain; Distribution Channels; Service Operations; Business Growth and Maturation; Economic Growth; Industry Growth; Growth and Development; Internet; Business Model; Order Taking and Fulfillment; Supply and Industry; Retail Industry; Retail Industry

May 1993 (Revised July 1995)
Case

Air Miles

By: John A. Quelch

The chairman and CEO of a U.K.-based frequent buyer travel award program is planning on launching in North America. Management must determine the marketing strategy to be used, specifically how the U.K. program should be altered, whether the U.S. and Canadian markets... View Details

Keywords: Marketing Strategy; Service Delivery; Market Entry and Exit; Adaptation; Product Launch; Service Industry; Canada; United Kingdom; United States

Keywords: Management, Scientific, and Technical Consulting Services; Management, Scientific, and Technical Consulting Services; Management, Scientific, and Technical Consulting Services; Management, Scientific, and Technical Consulting Services

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26 Apr 2011
News

BioMine Strikes Gold

Contest. BioMine uses existing scaled-up mining industry technologies to capture value from the 40 million tons of "e-waste" that is landfilled or incinerated annually around the world. (Watch Bradoo explain the concept behind BioMine.)... View Details

1999
Chapter

The Global Financial System Project

By: Robert C. Merton and Peter Tufano

Keywords: International Finance; Globalized Markets and Industries; Projects; Banking Industry; Banking Industry

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01 Apr 2001
News

Professor Thomas Kennedy Remembered

industry. In 1950, he became director of industrial and public relations at the Atlas Chemical Company in Wilmington, Delaware, before joining the HBS faculty six years later. A memorial service will be held... View Details

Keywords: Educational Services; Educational Services

2004
Chapter

The Globalization of Stock Markets and Convergence in Corporate Governance

By: Gerald F. Davis and Christopher Marquis

Keywords: Globalized Markets and Industries; Financial Markets; Corporate Governance; Financial Services Industry; Financial Services Industry