Publications

May 2007
Case

Westin Hotels and Resorts: Operations of a Lifestyle Experience

By: Frances X. Frei, Chekitan S. Dev and Laure Mougeot Stroock

Westin Hotels and Resorts adopted a new "lifestyle" brand strategy which provided guests with a new service experience. The dilemma Westin faced was how to operationally build a brand that delivered consistent service on intangible values. View Details

Keywords: Customer Relationship Management; Decision Choices and Conditions; Growth Management; Brands and Branding; Service Operations; Value Creation; Tourism Industry

Educators

October 2020 (Revised March 2021)
Supplement

Migros Turkey: Scaling Online Operations During COVID-19 (C)

By: Antonio Moreno and Gamze Yucaoglu

The case opens in August 2020 as Ozgur Tort and Mustafa Bartin, CEO and chief large-format and online retail officer of Migros Ticaret A.S. (Migros), Turkey’s oldest and one of its largest supermarket chains, are navigating Migros through COVID-19 and the unprecedented... View Details

Keywords: Business Model; Strategy; Digital Platforms; Information Technology; Technology Adoption; Value Creation; Globalization; Competition; Expansion; Logistics; Profit; Resource Allocation; Diversification; Corporate Strategy; Crisis Management; Health Pandemics; Strategic Planning; Food and Beverage Industry; Turkey

February 1989
Teaching Note

Operations Strategy, Module Overview: Manufacturing as a Competitive Weapon

By: David A. Garvin

1992
Working Paper

Intercompany Operating Ties: Unlocking the Value in Channel Restructuring

By: R. Shapiro and J. Byrnes

20 Aug 2013
HBS Conference

Technology and Operations Management (TOM) Doctoral Alumni Research Workshop

October 2020
Teaching Note

SOFWERX: Innovation at U.S. Special Operations Command (Abridged)

By: Mitchell B. Weiss and Kerry Herman

15 Jun 2015
HBS Conference

Consortium For Operational Excellence in Retailing (COER) 2015

17 Jun 2024
HBS Conference

Consortium For Operational Excellence in Retailing (COER) 2024

1993
Chapter

Operation and Regulation in Financial Intermediation: A Functional Perspective

By: Robert C. Merton

Keywords: Financial Markets; Operations; Governing Rules, Regulations, and Reforms; Government and Politics; Financial Services Industry

Read Now

July 1979 (Revised December 1983)
Case

Norton Co. (A): Strategic Planning for Diversified Business Operations

By: Francis Aguilar

Keywords: Strategic Planning; Diversification

November 11, 2020
Article

Lessons on Leading Through Chaos from U.S. Special Operations

By: Boris Groysberg and John Masko

Register to Read

March 2019
Module Note

The Entrepreneurial Manager, Module 3: Operating the Business Model

By: Stig Leschly, Mark Roberge and Christopher T. Stanton

1990
Book

Managing in Developing Countries: Strategic Analysis and Operating Techniques

By: J. E. Austin

Keywords: Management

2004
Article

A Case Study of Operational Failures in Home Healthcare

By: A. L. Tucker

Keywords: Operations; Failure; Health; Information

Web

Technology & Operations Management Doctoral Students - Faculty & Research

Technology & Operations Management Overview Faculty Curriculum Seminars & Conferences Awards & Honors Doctoral Students Justine Boudou Bonnie Cao Matthew DosSantos DiSorbo Jeffrey Fossett Paul Hamilton Shirley Huang 'Leke Jegede Michael... View Details

2007
Article

Convictions, Conventions and the Operational Risk Maze—The Cases of Three Financial Services Institutions

By: Anette Mikes

Making sense of operational risk practices in the financial services sector is a challenge. There is a temptation to explain the wide variety of approaches as a characteristic of the early stage of development in which the genre resides.
Based on the evidence of... View Details

Keywords: Management Practices and Processes; Risk Management; Governing Rules, Regulations, and Reforms; Conflict and Resolution; Organizations; Financial Services Industry

January 2017
Supplement

Hello Alfred: Come Home Happy — Operating the Business Model Exercise

By: Joseph B. Fuller and Christopher Payton

On a mission to "automate the on-demand economy," Harvard Business School classmates Marcela Sapone and Jessica Beck launched Hello Alfred in 2013 to provide subscribers with an "Alfred" to complete various chores for a monthly fee. In early 2016, the company has built... View Details

Keywords: Growth and Development Strategy; Internet and the Web; Business Startups; Service Operations; Service Industry; New York (city, NY); Boston