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15 Jun 2016
News

Google's Bold Move To Reinvent Every Device On The Planet

October 1986 (Revised March 1989)
Case

Singapore Airlines (A)

New competition has led to doubts about Singapore Airlines' excellent reputation for in-flight services. The key to maintaining or improving service is the attitude and proficiency of the cabin crews. The company now discovers that there may be problems in this group.... View Details

Keywords: Quality; Service Operations; Employees; Air Transportation Industry; Singapore

2010
Working Paper

Specialization and Variety in Repetitive Tasks: Evidence from a Japanese Bank

By: Bradley R. Staats and Francesca Gino

Sustaining operational productivity in the completion of repetitive tasks is critical to many organizations' success. Yet research points to two different work-design related strategies for accomplishing this goal: specialization to capture the benefits of repetition... View Details

Keywords: Employees; Working Conditions; Service Delivery; Performance Productivity; Financial Services Industry; Japan

05 Dec 2008
News

New Book Reveals How Customer and Employee Ownership Adds Business Value

August 2014
Case

Netflix in 2011

By: Willy Shih and Stephen Kaufman

Reed Hastings founded Netflix to provide a home movie service that would do a better job satisfying customers than the traditional retail rental model. But as it encountered challenges it underwent several major strategy shifts, ultimately developing a business model... View Details

May 1997 (Revised June 2003)
Case

Prestige Telephone Company

By: William J. Bruns Jr.

An independent regulated telephone company has established a computer services subsidiary that seems to remain unprofitable. Managers must determine whether it is profitable or not and consider changes in pricing or promotion that might improve profitability. A... View Details

Keywords: Management Analysis, Tools, and Techniques; Profit; Cost vs Benefits; Business Subsidiaries; Telecommunications Industry

February 2018
Case

Redfin

By: Marco Di Maggio and Julia Kelley

Redfin, a technology-powered residential real estate brokerage, was founded in 2002 with the intention of using technology to disrupt the real estate industry. Over the next 15 years, Redfin made several changes to its business model. Initially, the company provided... View Details

Keywords: Business Model; Strategy; Decision Making; Real Estate Industry

September 1993 (Revised January 1994)
Case

Habitat for Humanity International

Habitat for Humanity, a not-for-profit, volunteer-based home builder, is coping with years of rapid growth and success. They now face a series of options to continue their successful course and must make corresponding organizational adjustments. Teaching objectives... View Details

Keywords: Organizational Change and Adaptation; Nonprofit Organizations; Growth Management; Housing; Service Industry; United States

April 2019 (Revised April 2021)
Case

Wayfair

By: Jeffrey F. Rayport, Susie L. Ma and Matthew G. Preble

In 2016 Niraj Shah and Steve Conine, founders of online home goods retailer Wayfair, are faced with a decision about how to improve user experience on their e-commerce sites. A key driver of consumer interest and conversion to purchase in the home category is visual... View Details

Keywords: Visual Assets; Corporate Entrepreneurship; Decision Making; Business or Company Management; Growth Management; Innovation and Invention; Operations; Strategy; Technology; Service Industry; Service Industry; United States; Massachusetts

14 Apr 2009
First Look

First Look: April 14, 2009

structures. SWFs seem to engage in a form of trend chasing, since they are more likely to invest at home when domestic equity prices are higher, and invest abroad when foreign prices are higher. Funds see the industry P/E ratios of their... View Details

Keywords: Martha Lagace

March 2008
Exercise

Exercise: Challenging Operational Assumptions

By: Frances X. Frei

This exercise provides students with an opportunity to thoroughly test an operating assumption. Students state an assumption as a testable hypothesis, collect and analyze relevant data, and communicate the results. At HBS, it is incorporated in a second-year elective... View Details

Keywords: Customers; Employees; Knowledge Acquisition; Knowledge Use and Leverage; Service Operations; Performance Improvement

Find at Harvard

November 1986 (Revised August 1989)
Case

Paul Revere Insurance Co. (A)

The Paul Revere Insurance Co. lost its number one position in disability insurance, its main product, and formulated a strategy to regain the lead through a comprehensive quality improvement effort. The case describes the forces influencing the strategic direction of... View Details

Keywords: Quality; Performance Productivity; Competitive Advantage; Insurance Industry; United States

November 2005 (Revised April 2009)
Case

RFID at the METRO Group

Introduces radio frequency identification (RFID) as the next generation of automatic identification technologies that is expected to improve the performance of retail supply chains through reduced shrink, increased product availability, and improved labor productivity.... View Details

Keywords: Decision Choices and Conditions; Supply Chain Management; Performance Improvement; Performance Productivity; Technology Adoption

2008
Working Paper

The Effect of Labor on Profitability: The Role of Quality

By: Zeynep Ton

Determining staffing levels is an important decision in retail operations. While the costs of increasing labor are obvious and easy to measure, the benefits are often indirect and not immediately felt. One benefit of increased labor is improved quality. The objective... View Details

Keywords: Profit; Selection and Staffing; Service Delivery; Business Processes; Quality; Retail Industry

February 2003 (Revised March 2003)
Case

Large Scale Change at The WSSC

By: Amy C. Edmondson and Corey B. Hajim

Describes the organizational transformation occurring at the Washington Suburban Sanitary Commission (WSSC), a public utility. Faced with the possibility of privatization after decades of providing service in the absence of competition or performance pressures, the... View Details

Keywords: Organizational Change and Adaptation; Mission and Purpose; Change Management; Restructuring; Privatization; Resignation and Termination; Utilities Industry

September 2004 (Revised December 2004)
Case

Metso Paper: Globalization of Finnish Metal Workshops

By: Lynda M. Applegate, Marikka Heikkila and Kalle Lyytinen

Metso Paper, the world's largest producer of paper machines, aims to transform itself into a knowledge- and information-based service and solution provider for the paper industry by aggressively exploiting information technologies. In the fall of 2002, Jorma Hujala, a... View Details

Keywords: Production; Customer Value and Value Chain; Information Technology; Corporate Strategy; Knowledge Management; Machinery and Machining; Expansion; Service Delivery; Manufacturing Industry; Pulp and Paper Industry; Finland

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June 2024
Supplement

Zeswitz Music (B)

By: Richard S. Ruback and Royce Yudkoff

Pre-Abstract: Instructors should consider the timing of making videos available to students, as they may reveal key case details.
Abstract: In July of 2013, Randy Shayler (HBS, 2012) acquired Zeswitz Music, a musical instrument rental company based in Reading,... View Details

Keywords: Acquisition; Customer Focus and Relationships; Business Strategy; Revenue; Marketing; Music Industry; Retail Industry

Ryan W. Buell

Ryan W. Buell is a Professor of Business Administration in the Technology and Operations Management Unit at Harvard Business School. He teaches View Details

Keywords: financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services

23 Sep 2016
News

Will Yahoo hack trigger better security checks?

June 2024
Supplement

Zeswitz Music (A)

By: Richard S. Ruback and Royce Yudkoff

Pre-Abstract: Instructors should consider the timing of making videos available to students, as they may reveal key case details.
Abstract: In July of 2013, Randy Shayler (HBS, 2012) acquired Zeswitz Music, a musical instrument rental company based in Reading,... View Details

Keywords: Customer Focus and Relationships; Business Strategy; Acquisition; Revenue; Marketing; Music Industry; Retail Industry; Pennsylvania

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