Publications

TeachingInterests

Transforming Customer Experiences - Executive Education

By: Ryan W. Buell

In today's fast-growing service sector, a new set of frameworks are required to build a robust and competitive service business. Transforming Customer Experiences draws upon the latest research and insights to equip senior managers with a new toolkit for leading... View Details

April 2008
Case

Campbell and Bailyn's Boston Office: Managing the Reorganization

By: Anne Donnellon and Dun Gifford Jr

Ken Winston, the regional sales manager at a securities brokerage firm, has reorganized his generalist salespeople into Key Account Teams (KAT) to increase sales of specialized, higher-margin fixed income products. Winston is also implementing a new corporate... View Details

September 2016 (Revised July 2018)
Case

United Airlines: More Out-and-Back Flying?

By: Ryan W. Buell, Willy Shih and Mike Toffel

This case looks at United Airlines when it is facing a decision on whether to shift its aircraft routing to more "out-and-back" routing in order to try to improve its on-time performance. As one of the world's largest airlines, United had a very large fleet and... View Details

July 2008 (Revised December 2011)
Supplement

ghSMART(-er) & Co., 2008: Pioneering in Professional Services

By: Noam T. Wasserman and Ashraf Haque

Geoff Smart, founder and CEO of ghSMART & Co., wanted to build ghSMART into the #1 management-assessment firm for CEOs and investors. However, he had just received two pieces of very bad news: the demise of an existing project and the loss of a $1 million engagement he... View Details

Keywords: Business Ventures; Managerial Roles; Organizational Structure; Problems and Challenges; Loss; Motivation and Incentives; Service Industry

July 2008 (Revised December 2011)
Case

ghSMART & Co., 2006: Pioneering in Professional Services

By: Noam T. Wasserman and Ashraf Haque

Geoff Smart, founder and CEO of ghSMART & Co., wanted to build ghSMART into the #1 management-assessment firm for CEOs and investors. However, he had just received two pieces of very bad news: the demise of an existing project and the loss of a $1 million engagement he... View Details

Keywords: Business Startups; Decision Choices and Conditions; Entrepreneurship; Corporate Governance; Growth and Development Strategy; Organizational Structure; Service Industry

September 2021
Case

Brown Capital Management

By: Luis M. Viceira, Emily R. McComb and Sarah Mehta

Set in July 2021, this case looks at several growth strategies under consideration at Brown Capital, the second-oldest Black-owned asset management firm in the U.S. Since its 1983 founding, Baltimore-based Brown Capital has specialized in small company growth... View Details

01 Dec 2000
News

Opening Doors: Inside the World of Museum Management

advertising savvy are but two of the myriad skills that are required of today's museum manager. Traditionally, museums have been run by academics who worked their way through the curatorial ranks, but more and more museum trustees are putting their faith in people with... View Details

Keywords: Susan Young; museums; marketing; management; nonprofits; education; facilities; Internet; Advertising, Public Relations, and Related Services; Advertising, Public Relations, and Related Services; Advertising, Public Relations, and Related Services; Advertising, Public Relations, and Related Services

Web

Responsibilities and Acceptable Use - Research Computing Services

much as possible by the LSF scheduler, OS sandboxing (CGROUPS), and identity management permissions. However, there are a number of things to keep in mind while using this shared resource so that the system can work as well as possible... View Details

2003
Casebook

Professional Services: Text and Cases

By: Thomas J. DeLong and Ashish Nanda

DeLong and Nanda's Professional Services: Text and Cases is the first casebook to be published on the management of professional service firms (law firms, architecture, financial services, consulting). It includes a comprehensive selection of case studies that... View Details

Keywords: Professional Service Firms; Management; Cases

Find at Harvard

June 2014
Case

Riverview Law: Applying Business Sense to the Legal Market

By: Heidi K. Gardner and Silvia Hodges Silverstein

Riverview Law, run like a business rather than a traditional law firm, wants to expand its unconventional concept from the UK to the US. The firm's approach includes performing all legal work for annual fixed-price contracts, using data and analytics to advise clients... View Details

Keywords: Strategy; Professional Services; Disruptive Innovation; Law Firms; Client Service; Culture; Recruiting; Management; Professional Services Firms; Business Model; Legal Services Industry; United Kingdom; United States

01 Apr 2020
News

White-Collar Job Security Exposes Huge Gap With Service Industry

06 Apr 2021
News

Disrupting the Waste Management Industry with Technology

Web

Software Environments via Conda - Research Computing Services

Software Tools Software Environments via Conda 31ms Conda is a general-purpose, cross-platform package manager written in Python and developed by Continuum Analytics. HBSGrid administrators use conda to install R and Python environments... View Details

June 2011 (Revised January 2013)
Case

Home Essentials: Building a Global Service Business with Local Operations

By: Lynda M. Applegate, William R. Kerr and David Lane

Chris Exline founded Home Essentials, a furniture rental business targeted toward expatriates, in Singapore but rapidly moved the base of operations to Hong Kong. The company was highly successful in Singapore and Hong Kong and then pursued rapid global expansion.... View Details

Keywords: Growth Management; Renting or Rental; Corporate Governance; Global Strategy; Failure; Singapore; Hong Kong

May 1996 (Revised May 1997)
Case

Colliers International Property Consultants, Inc.: Managing a Virtual Organization

By: Lynda M. Applegate and Carin-Isabel Knoop

In less than 20 years, the real estate firm Colliers International expanded into a federation of 180 offices with close to 4,500 professionals in over 30 countries. Because Colliers expanded by signing up existing firms strong in their local markets, its leaders had to... View Details

Keywords: Demand and Consumers; Globalized Firms and Management; Management Practices and Processes; Service Operations; Information Technology; Organizational Structure; Mergers and Acquisitions; Business Strategy; Budgets and Budgeting; Real Estate Industry

06 Apr 2010
News

Harvard Business School Career & Professional Development Receives IBM Excellence In Career Services Award

October 2010
Case

CDG: Managing in China's Economic Transformation

By: Roy Y.J. Chua, Shaohui Chen and Lisa Kwan

China Data Group (CDG) is a leading business processes outsourcing company based in Beijing, China. Roc Yang, chairman of CDG, had to confront a dilemma when he discovered that one of his senior managers gave a gift to a potential client in an effort to win a large... View Details

Keywords: Cross-Cultural and Cross-Border Issues; Management Practices and Processes; Emerging Markets; Negotiation Deal; Relationships; Networks; Societal Protocols; China