Publications

April 2003
Case

IBM Canada: Global Services (B)

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

January 2003 (Revised March 2005)
Case

Planning in Professional Service Firms

By: Ashish Nanda

In this case, four consultants discuss business planning issues that they are each having within their respective consulting firms. The case addresses how professional compensation, project staffing, hours worked, overhead costs, and billing rates impact profitability. View Details

Keywords: Business or Company Management; Strategic Planning; Profit; Consulting Industry

April 1997 (Revised November 1997)
Case

Anglian Water: Customer Service Transformation

November 1980 (Revised June 1981)
Case

National Mine Service Co. (A)

August 1982 (Revised April 1985)
Case

General Foods: Information Services Department

Nov 07 2018
Short Film

A New Approach to Service

Web

Compute Cluster - Research Computing Services

Compute Cluster and Data Storage Compute Cluster and Data Storage Compute Cluster 8ms 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

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

May 1993
Case

Patient Transfusion Services Lab of Central Blood Bank

By: James L. Heskett

The vice president of the Lab and Clinical Services at Central Blood Bank is faced with the challenge of convincing a hospital to use economical shared patient transfusion testing services. View Details

Keywords: Health Care and Treatment; Quality; Service Operations; Mathematical Methods; Customer Satisfaction; Health Industry

Web

Running Jobs - Research Computing Services

Compute Cluster Running Jobs 4ms 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

2008
Other Unpublished Work

Competition among Sponsored Search Services

By: Benjamin Edelman

Keywords: Search Technology; Competition; Information Technology Industry

Read Now

February 1991
Case

Techsonic Industries, Inc.: Customer Service

June 1995
Teaching Note

Prodigy Services Companies Series TN

By: Lynn S. Paine

Teaching Note for (9-393-126), (9-395-129), (9-393-127), and (9-393-128). View Details

Keywords: Information Technology Industry

January 1992
Case

Johnson & Johnson: Hospital Services

The main issue has to do with the lack of fit or incompatibility between the early environmental requirements for strategy and the cultural constraints on the organization. Describes the internal resistance to the proposed changes and top management's efforts to... View Details

Keywords: Organizational Structure; Organizational Culture; Management Systems; Environmental Sustainability; Conflict and Resolution

Web

Scaling Work - Research Computing Services

and individual process threads may submit work to the GPU concurrently. mps=no | yes: Enables or disables the NVIDIA Multi-Process Service (MPS) for the GPUs that are allocated to the job. We are not using this 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

2007
Other Unpublished Work

Professional Service Firms: A Breed Apart

By: John J. Gabarro, Thomas J. DeLong and Robert Lees

Keywords: Service Operations; Service Industry