Publications

February 1996 (Revised November 2003)
Case

Indianapolis: Activity-Based Costing of City Services (A)

By: Robert S. Kaplan

A new administration in the City of Indianapolis is initially determined to privatize many municipal services. Before taking this action, however, the city managers want to know the current cost of performing these services with the municipal workers. Existing... View Details

Keywords: Cost Management; Public Sector; Activity Based Costing and Management; Service Delivery; Privatization; City; Indianapolis

April 2008
Teaching Note

New Service Design Exercise (TN)

By: Frances X. Frei

Teaching Note for [605053]. View Details

Keywords: Service Operations; Design; Strategy; Product Positioning

05 Sep 2018
News

Inside the World of Eddy Cue, Apple’s Services Chief

December 1990 (Revised January 1991)
Case

Laisne Service Supply Co. (A)

By: David E. Bell

July 2003 (Revised April 2011)
Case

Singapore Airlines: Customer Service Innovation

By: Rohit Deshpande and Hal Hogan

The members of Singapore Airlines' (SIA) management committee needs to decide whether to cancel the implementation of the new lie-flat seats in business class after the effects of the global recession on the travel industry in September 2001. SIA was considered the... View Details

Keywords: Customer Focus and Relationships; Economic Slowdown and Stagnation; Management Teams; Brands and Branding; Air Transportation Industry; Travel Industry; Singapore

April 2003
Case

IBM Canada: Global Services (C)

By: Michael L. Tushman, David Kiron and Wendy Smith

Supplements the (A) case. View Details

Keywords: Leading Change; Technological Innovation; Organizational Change and Adaptation; Change Management; Management Teams; Information Technology; Organizational Structure; Information Technology Industry; Canada

November 1980 (Revised June 1981)
Case

National Mine Service Co. (B)

Article

Consumer Promotions in Service Marketing

By: Christopher Lovelock and John A. Quelch

07 Nov 2018
Video

A New Approach to Service

Web

Newsletter - Research Computing Services

Newsletter Newsletter School Select one Harvard Business School Harvard College Division of Continuing Education Harvard School of Dental Medicine Harvard Divinity School Harvard Faculty of Arts & Sciences Graduate School of Design Graduate School of Education Graduate... View Details

Web

Compute Cluster - Research Computing Services

Compute Cluster and Data Storage Compute Cluster and Data Storage Compute Cluster 2ms Running Jobs Comprehensive guide to running programs and scripts on the HBSGrid, including how to choose your resources, monitor and troubleshoot your jobs, and scale up your work... View Details

April 1976
Background Note

Capacity Planning for Service Firms

By: W. Earl Sasser

Keywords: Planning; Service Industry

March 1991 (Revised May 1991)
Case

Charles Schwab: Financial Advisors Service

By: Steven C. Wheelwright

Keywords: Product Development; Innovation and Invention; Financial Services Industry

29 Apr 2002
Research & Ideas

Star Power! How to Win in Professional Services

Limits To Leadership Being the chief executive of any company is a demanding job. Carrying out the responsibilities of a CEO in a professional service firm is exceptionally challenging because the position lacks the inherent power and... View Details

Keywords: by Jay W. Lorsch & Thomas J. Tierney

Web

Training Calendar - Research Computing Services

Training Training Calendar No results found in Events Suggestions: Were any results found in one of the other content buckets on the left? Try removing some search filters. Use different search filters. Load More View Details

Web

Running Jobs - Research Computing Services

Compute Cluster Running Jobs 53ms The most important goal for using the HBSGrid is for running programs and scripts that might consume more resources than are available on your desktop or laptop. These sections will provide information to give you a complete... View Details

October 2011
Case

Raleigh & Rosse: Measures to Motivate Exceptional Service

By: Robert Simons and Michael Mahoney

In January 2010, U.S. luxury goods retailer Raleigh & Rosse is being sued by its employees for encouraging "off the clock" hours. At the center of the class action lawsuit is the famous Raleigh & Rosse performance measurement system previously thought to be the core of... View Details

Keywords: Control Systems; Performance Measurement; Goal Setting; Compensation; Incentives; Motivation; Sales Compensation; Motivation and Incentives; Goals and Objectives; Growth Management; Lawsuits and Litigation; Organizational Culture; Management Systems; Customer Focus and Relationships; Employees; Performance Evaluation; Compensation and Benefits; Retail Industry; United States

October 2024
Case

EU's Digital Services Act and Digital Markets Act

By: David B. Yoffie and Sarah von Bargen

Since the early 2020s, the EU began passing regulations on digital platforms and their marketplaces. One of the first was the Digital Services Act package, consisting of the Digital Services Act (DSA) and the Digital Markets Act (DMA). These regulations were focused on... View Details

Keywords: Digital Platforms; E-commerce; Governing Rules, Regulations, and Reforms; Cybersecurity; European Union