Publications

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

17 Apr 2017
HBS Case

This Turkish Debt Collector Is Customer-friendly

Debt collectors aren’t perceived as providing great service to debtors.Source: BrianAJackson On the list of industries known for great customer service, debt collection is far from the top—and may not even... View Details

Keywords: by Michael Blanding; Financial Services

September 1995 (Revised March 1996)
Case

HCL America

Shows students how a custom software programming company takes advantage of differences between the United States and India in the cost of skilled labor (software engineers) to give its customers rare expertise and lower prices. Asks students to examine the company... View Details

Keywords: Marketing Strategy; Service Delivery; Software; Information Technology Industry; United States; India

September 2000 (Revised November 2000)
Case

Panda Management Company, Inc.

Panda Management Co. is the largest Chinese restaurant chain in the United States. At the time of the case, Panda is facing multiple problems in operations, mostly stemming from rapid growth, and must choose a path for expansion. View Details

Keywords: Growth Management; Service Operations; Food and Beverage Industry; United States

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March 1999
Case

Australia's Telstra Corporation (C): Operating in Never-Never Land

By: W. Earl Sasser, Carin-Isabel Knoop and Carlos A. A Gonzalez

Supplements the (A) case. View Details

Keywords: Business Ventures; Service Operations; Telecommunications Industry; Australia

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December 2007 (Revised October 2008)
Case

The American National Red Cross (A)

By: Jay W. Lorsch, Eliot Sherman and David Chen

Describes the governance issues facing the Board of Governors of the American Red Cross. After a series of issues--FDA consent decree on its blood operations; the response to 9/11 and Hurricane Katrina--the Red Cross board was under pressure to fix its governance from... View Details

Keywords: Corporate Governance; Governing and Advisory Boards; Management Practices and Processes; Service Operations; Business Processes; Non-Governmental Organizations; Service Industry

01 Dec 2004
News

Getting Personal

marketing themselves? Many mature service industries are in a service “arms race” in which they keep adding more and more services cumulatively... View Details

Keywords: Garry Emmons; Educational Services; Educational Services

January 1977
Teaching Note

Fabritek Corp., Teaching Note

By: Steven C. Wheelwright

Teaching Note for (9-669-004). View Details

Keywords: Contracts; Quality; Service Delivery; Auto Industry

June 2010
Teaching Note

Playing with Fire at Sittercity (A) (TN)

By: Noam T. Wasserman and Rachel Gordon

Note: This mini-Teaching Note was created to provide a brief overview of the teaching plan for this case. Please see the upcoming, fuller Teaching Note for an extensive overview of the underlying research, pedagogical approaches, and other teaching issues. View Details

Keywords: Internet and the Web; Service Delivery; Family Ownership; Problems and Challenges; Growth and Development Strategy; Expansion; Service Industry; Boston

October 1999 (Revised January 2000)
Case

Alaska Airlines: For the same price, you just get more...

Alaska Airlines grapples with the issue of whether or not advanced use of technology to enable its customers to serve themselves (self-service) in certain airport functions will help it to achieve competitive advantage. View Details

Keywords: Technology; Service Delivery; Competitive Advantage; Air Transportation Industry; Alaska

15 Dec 2024
News

Back at the Ranch

true.” “This industry is very, very difficult to get into if you didn’t grow up in it,” Minden says. “We’re bridging the gap for people who didn’t grow up around it or have the financial ability to intern, seeing that there is such a... View Details

Keywords: Jen McFarland Flint; photos by Adler and Vance Jacobs; Animal Production and Aquaculture; Agriculture

01 Jun 2016
News

Imagine an Economy Without Wall Street

out on an entrepreneurial path but was thwarted by the country’s lack of a finance and lending infrastructure. A similar shortcoming in the mortgage and lending industry also delayed his family’s ability to buy a house until his father... View Details

Keywords: Wall Street; Securities, Commodities, and Other Financial Investments; Finance

01 Jun 2015
News

The Military and the MBA

Gene Markowski Unlearning some of the lessons of the military Unlearning some of the lessons of the military Richard Kondo Blending military leadership and private industry best practices Blending military leadership and private View Details

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

February 2018 (Revised February 2018)
Supplement

HNA Group: Global Excellence with Chinese Characteristics (B)

By: William C. Kirby and Yuanzhuo Wang

This case provides a brief overview of the success and challenges of the HNA Group between 2015 and late 2017 when it grew rapidly through global acquisitions to become 170 on the 2017 Fortune 500 list. A firm that had begun as a provincial airline in China was now a... View Details

Keywords: Internationalization; Scrutiny; Growth; China; Philanthropy; One Belt One Road; Globalized Markets and Industries; Growth and Development; Acquisition; Corporate Governance; Air Transportation Industry; Air Transportation Industry; Air Transportation Industry; China; United States; Europe; Asia; South America; Southeast Asia

01 Mar 2005
News

Better Care at Lower Cost

The U.S. health-care industry isn’t immune to the forces of disruptive innovation that already have transformed other businesses, from computer manufacturing to retailing, HBS professor Clayton M. Christensen told 250 participants at the... View Details

Keywords: Educational Services; Educational Services; Educational Services

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