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      • Faculty Publications  (940)

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      • 2016
      • Case

      Advanced Leadership Pathways: Alberto Mora and the Costs and Consequences of Torture

      By: Rosabeth M. Kanter and Benjamin Summers
      Alberto Mora's time as General Counsel of the Navy from 2001–2006 greatly influenced his mission to illuminate the policy consequences of torture. Mora's drive to restore the nation's awareness and conscience against torture was gaining traction. Prominent... View Details
      Keywords: Leadership Skills; Torture; Costs And Consequences; Humane; Restraint; Human Dignity; Treatment Of Prisoners; Prison; Repression; Opposition; Revolution; Democracy; Communism; International Affairs; Public Service; September 11; War On Terror; Operation Enduring Freedom; Guantanamo; Cuba; Coalition; Working Group; Cruelty; Interrogation; Memorandum; American Law; Authority; Authoritative; Quadrennial Defense Review; National Defense Authorization Act; Public Engagement; Advocacy; Law; Accountability; Center For The Victims Of Torture; Human Rights; Public Policy; Legality; Morality; Legal System; Tactical Military Operations; West Point; NGO; Human Rights First; American Civil Liberties Union; Human Rights Watch; Amnesty International; Constitution Project; Center For Constitutional Rights; Strategic Military Effect; National Security; Weapon; Terrorism; Prisoners Of War; Abu Ghraib; Pentagon; Ethics; Moral Sensibility; Leadership; Rights; Policy; Public Opinion; United States
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      Kanter, Rosabeth M., and Benjamin Summers. "Advanced Leadership Pathways: Alberto Mora and the Costs and Consequences of Torture." Harvard Business School Case 316-054, 2016. (Harvard Advanced Leadership Initiative.)
      • Article

      Can You Cut 'Turn Times' Without Adding Staff?

      By: Ethan Bernstein and Ryan W. Buell
      The president of RSA Ground, the subsidiary of Rising Sun Airlines responsible for servicing its planes at airports across Japan, goes undercover as a service crew member to discover how and whether his employees can speed up cleaning, checking, restocking, and... View Details
      Keywords: Employee Empowerment; Employee Motivation; Turnaround; Service Operations; Employees; Motivation and Incentives; Leadership; Air Transportation Industry; Japan
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      Bernstein, Ethan, and Ryan W. Buell. "Can You Cut 'Turn Times' Without Adding Staff?" R1604K. Harvard Business Review 94, no. 4 (April 2016): 113–117.
      • Article

      Products to Platforms: Making the Leap

      By: Feng Zhu and Nathan Furr
      Following the path of companies such as Apple and Amazon, more and more firms are trying to become not just product purveyors but also platform providers, facilitating direct connections between customers and other groups. Although launching a platform can generate new... View Details
      Keywords: Product; Digital Platforms; Expansion
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      Zhu, Feng, and Nathan Furr. "Products to Platforms: Making the Leap." Harvard Business Review 94, no. 4 (April 2016): 72–78.
      • 2016
      • Working Paper

      The Reference Wars: Encyclopedia Britannica's Decline and Encarta's Emergence

      By: Shane Greenstein
      The experience of Encyclopædia Britannica provides the canonical example of the decline of an established firm at the outset of the digital age. Competition from Microsoft's Encarta in 1993 led to sharp declines in the sales of books, which led to the distressed sale... View Details
      Keywords: Market Entry and Exit; Service Operations; Emerging Markets; Applications and Software; Books; Information Technology Industry; Information Industry
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      Greenstein, Shane. "The Reference Wars: Encyclopedia Britannica's Decline and Encarta's Emergence." Working Paper, April 2016.
      • March 2016 (Revised February 2017)
      • Case

      Hello Alfred: Come Home Happy

      By: Joseph B. Fuller and Carin-Isabel Knoop
      On a mission to "automate the on-demand economy," Harvard Business School classmates Marcela Sapone and Jessica Beck launched Hello Alfred in 2013 to provide subscribers with an "Alfred" to complete various chores for a monthly fee. In early 2016, the company has built... View Details
      Keywords: On-demand Economy; Sharing Economy; Technology Startup; Technology; Growth Strategy; Business Startups; Business Growth and Maturation; Entrepreneurship; Mobile and Wireless Technology; Strategic Planning; Service Industry; United States; Boston; Cambridge; New York (city, NY); California
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      Fuller, Joseph B., and Carin-Isabel Knoop. "Hello Alfred: Come Home Happy." Harvard Business School Case 316-154, March 2016. (Revised February 2017.)
      • March 2016
      • Supplement

      Trouble at Tessei

      By: Ethan Bernstein and Ryan W. Buell
      In 2005, Teruo Yabe is asked to revive Tessei, the 669-person JR-East subsidiary responsible for cleaning its Shinkansen ("bullet") trains. Operational mistakes, customer complaints, safety issues, and employee turnover are at or near all-time highs, even as the... View Details
      Keywords: Service Management; Employee Engagement; Employee Motivation; Leadership And Managing People; Quality Improvement; Efficiency; Japan; Operational Transparency; Employee Coordination; Transparency; Leadership; Service Delivery; Service Operations; Employees; Quality; Transportation Industry; Japan
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      Bernstein, Ethan, and Ryan W. Buell. "Trouble at Tessei." Harvard Business School Multimedia/Video Supplement 616-706, March 2016.
      • March 2016
      • Supplement

      Compass Group: The Ascension Health Decision

      By: Ryan W. Buell
      In 2012, Compass Group (Compass) was on the verge of closing a $2 billion deal with Ascension Health (Ascension), one of the largest healthcare systems in the United States. Under the deal, Compass would provide foodservice management and cleaning services for 86 of... View Details
      Keywords: Operations Strategy; Sectorization; Operational Focus; Customer Compatibility; Service Operations; Service Delivery; Operations; Customer Focus and Relationships; Service Industry; Service Industry; United States
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      Buell, Ryan W. "Compass Group: The Ascension Health Decision." Harvard Business School Multimedia/Video Supplement 616-705, March 2016.
      • March 2016 (Revised February 2020)
      • Teaching Note

      Compass Group: The Ascension Health Decision

      By: Ryan W. Buell
      In 2012, Compass Group (Compass) was on the verge of closing a $2 billion deal with Ascension Health (Ascension), one of the largest healthcare systems in the United States. Under the deal, Compass would provide foodservice management and cleaning services for 86 of... View Details
      Keywords: Operations Strategy; Sectorization; Operational Focus; Customer Compatibility; Service Operations; Service Delivery; Operations; Customer Focus and Relationships; Service Industry; Service Industry; United States
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      Buell, Ryan W. "Compass Group: The Ascension Health Decision." Harvard Business School Teaching Note 616-046, March 2016. (Revised February 2020.)
      • March 2016 (Revised November 2021)
      • Teaching Note

      T-Mobile in 2013: The Un-Carrier

      By: John Beshears and Francesca Gino
      By 2013, the U.S. wireless industry was in the midst of a costly transition. As consumers began to embrace more sophisticated mobile devices, the industry's four main players spent heavily to improve their infrastructures for providing reliable high-speed data... View Details
      Keywords: Wireless Industry; Telecommunications; Mobile; Service Contracts; Behavioral Economics; Add-on Fees; Shrouded Attributes; Contracts; Competitive Strategy; Consumer Behavior; Infrastructure; Mobile and Wireless Technology; Telecommunications Industry; United States
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      Beshears, John, and Francesca Gino. "T-Mobile in 2013: The Un-Carrier." Harvard Business School Teaching Note 916-048, March 2016. (Revised November 2021.)
      • March 2016 (Revised March 2022)
      • Teaching Note

      Express Scripts: Promoting Prescription Drug Home Delivery (A) and (B)

      By: John Beshears
      The pharmacy benefit manager (PBM) sector processes prescription drug claims on behalf of companies that offer a prescription drug benefit to their employees. The case associated with this teaching note follows Bob Nease, chief scientist at Express Scripts, as he... View Details
      Keywords: Pharmaceuticals; Prescription Drugs; Pharmacy Benefit Manager; PBM; Healthcare; Behavioral Economics; Choice Architecture; Active Choice; Service Delivery; Decision Choices and Conditions; Consumer Behavior; Distribution Channels; Health Care and Treatment; Service Industry; Service Industry
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      Beshears, John. "Express Scripts: Promoting Prescription Drug Home Delivery (A) and (B)." Harvard Business School Teaching Note 916-047, March 2016. (Revised March 2022.)
      • March 2016 (Revised May 2016)
      • Case

      UFO Moviez—Gentle Disruption

      By: Hong Luo, Felix Oberholzer-Gee and Saloni Chaturvedi
      UFO Moviez is an Indian technology services provider that enables low-cost, digital delivery of films to cinemas. UFO’s satellite-based technology enables a significantly wider release of films compared to traditional analog prints and standard, higher-resolution... View Details
      Keywords: Film Entertainment; Information Technology; Distribution; Disruption; Growth and Development Strategy; Technology Industry; Motion Pictures and Video Industry; India
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      Luo, Hong, Felix Oberholzer-Gee, and Saloni Chaturvedi. "UFO Moviez—Gentle Disruption." Harvard Business School Case 716-447, March 2016. (Revised May 2016.)
      • February 2016
      • Case

      Express Scripts: Promoting Prescription Drug Home Delivery (A)

      By: John Beshears, Patrick Rooney and Jenny Sanford
      The pharmacy benefit manager (PBM) sector processes prescription drug claims on behalf of companies that offer a prescription drug benefit to their employees. This case follows Bob Nease, Chief Scientist at Express Scripts, as he considers methods to promote home... View Details
      Keywords: Pharmaceuticals; Prescription Drugs; Pharmacy Benefit Manager; PBM; Healthcare; Behavioral Economics; Choice Architecture; Active Choice; Service Delivery; Decision Choices and Conditions; Health Care and Treatment; Order Taking and Fulfillment; Compensation and Benefits; Pharmaceutical Industry
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      Beshears, John, Patrick Rooney, and Jenny Sanford. "Express Scripts: Promoting Prescription Drug Home Delivery (A)." Harvard Business School Case 916-026, February 2016.
      • February 2016 (Revised March 2022)
      • Case

      Express Scripts: Promoting Prescription Drug Home Delivery (B)

      By: John Beshears, Patrick Rooney and Jenny Sanford
      The pharmacy benefit manager (PBM) sector processes prescription drug claims on behalf of companies that offer a prescription drug benefit to their employees. This case follows Bob Nease, Chief Scientist at Express Scripts, as he considers methods to promote home... View Details
      Keywords: Pharmaceuticals; Prescription Drugs; Pharmacy Benefit Manager; PBM; Healthcare; Behavioral Economics; Choice Architecture; Active Choice; Health Care and Treatment; Service Delivery; Decision Choices and Conditions; Order Taking and Fulfillment; Compensation and Benefits
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      Beshears, John, Patrick Rooney, and Jenny Sanford. "Express Scripts: Promoting Prescription Drug Home Delivery (B)." Harvard Business School Case 916-040, February 2016. (Revised March 2022.)
      • February 2016 (Revised May 2016)
      • Case

      Dinr: My First Start-up (A)

      By: Shikhar Ghosh and Kristina Maslauskaite
      In May 2012, a young employee at Google's London office, Markus Berger, was thinking whether he should quit his job and go after his dream of becoming an entrepreneur. Berger's idea was to create Dinr, a company that would offer an upscale food ingredient delivery... View Details
      Keywords: Exit Strategy; Startup; Start-up; Business Exit or Shutdown; Business Startups; Entrepreneurship; Food
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      Ghosh, Shikhar, and Kristina Maslauskaite. "Dinr: My First Start-up (A)." Harvard Business School Case 816-080, February 2016. (Revised May 2016.)
      • 2019
      • Working Paper

      The Customer May Not Always Be Right: Customer Compatibility and Service Performance

      By: Ryan W. Buell, Dennis Campbell and Frances X. Frei
      This paper investigates the impact of customer compatibility – the degree of fit between the needs of customers and the capabilities of the operations serving them – on customer experiences and firm performance. We use a variance decomposition analysis to quantify the... View Details
      Keywords: Customer Compatibility; Satisfaction; Profitability; Customer Relationship Management; Service Operations; Customer Satisfaction; Banking Industry; Retail Industry
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      Buell, Ryan W., Dennis Campbell, and Frances X. Frei. "The Customer May Not Always Be Right: Customer Compatibility and Service Performance." Harvard Business School Working Paper, No. 16-091, February 2016. (Revised December 2019.)
      • February 2016 (Revised February 2020)
      • Teaching Note

      Oberoi Hotels: Train Whistle in the Tiger Reserve

      By: Ryan W. Buell and Ananth Raman
      Celebrated as one of the world's premiere luxury hotel brands, Oberoi Hotels attracts and serves some of the most quality sensitive guests in the world. The case considers the challenge of how an organization with a standardized service model can repeatedly delight... View Details
      Keywords: Service Quality; Service Management; Service Quality Competition; Customer Management; Customer Service Excellence; Employee Empowerment; Employee Engagement; Employee Training; Hospitality; Hotel Industry; Service Delivery; Service Operations; Customer Satisfaction; Employees; Training; Quality; Accommodations Industry; India
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      Buell, Ryan W., and Ananth Raman. "Oberoi Hotels: Train Whistle in the Tiger Reserve." Harvard Business School Teaching Note 616-044, February 2016. (Revised February 2020.)
      • December 2015
      • Case

      IDEO: Human-Centered Service Design

      By: Ryan W. Buell and Andrew Otazo
      The case describes IDEO, one of the world's leading design firms, and its human-centered innovation culture and processes. It is an example of what managers can do to make their own organizations more innovative. In reaction to a rapidly changing competitive landscape,... View Details
      Keywords: Design Thinking; Innovation; Service Management; Service; Design; Service Delivery; Innovation and Management; Entertainment and Recreation Industry; Peru
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      Buell, Ryan W., and Andrew Otazo. "IDEO: Human-Centered Service Design." Harvard Business School Multimedia/Video Case 615-703, December 2015.
      • December 2015 (Revised February 2016)
      • Case

      Ocado

      By: José Alvarez, David E. Bell and Damien McLoughlin
      In 2015, U.K.-based Ocado was the world's largest pure player in the online home-delivery grocery business and was gaining a growing share of the highly competitive U.K. grocery market. Ocado had made heavy investments in technology, including a highly automated... View Details
      Keywords: Ocado; Grocery; Retail; Online Grocery; Supermarket; Delivery Models; Service Models; United Kingdom; Technology; Operations Management; Digital Platforms; Competition; Internet and the Web; Service Operations; Service Delivery; Supply Chain; Marketing; Retail Industry; Food and Beverage Industry; United Kingdom
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      Alvarez, José, David E. Bell, and Damien McLoughlin. "Ocado." Harvard Business School Case 516-059, December 2015. (Revised February 2016.)
      • Article

      Health Care Providers Need a Value Management Office

      By: Robert S. Kaplan, Catherine H. MacLean, Alexander Dresner, Derek A. Haas and Thomas W. Feeley
      Many health care organizations are striving to implement a value agenda that delivers better patient outcomes at lower cost, medical condition by medical condition. To accelerate the dissemination and adoption of the value agenda, across many more medical conditions,... View Details
      Keywords: Service Delivery; Value; Health Care and Treatment; Health Industry
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      Kaplan, Robert S., Catherine H. MacLean, Alexander Dresner, Derek A. Haas, and Thomas W. Feeley. "Health Care Providers Need a Value Management Office." Harvard Business Review (website) (December 2, 2015). (Part of the “Leading Change in Health Care” series, a collaboration of the editors of Harvard Business Review and NEJM Group.)
      • December 2015
      • Article

      Task Shifting in Surgery: Lessons from an Indian Heart Hospital

      By: Budhaditya Gupta, Robert S. Huckman and Tarun Khanna
      We present a case study that illustrates task shifting, the transfer of activities from senior to junior colleagues, in the context of cardiac surgery at the Narayana Health City Cardiac Hospital (NH) in India. The case discusses the factors driving the adoption of... View Details
      Keywords: Service Delivery; Rank and Position; Health Care and Treatment; Health Industry; India
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      Gupta, Budhaditya, Robert S. Huckman, and Tarun Khanna. "Task Shifting in Surgery: Lessons from an Indian Heart Hospital." Healthcare: The Journal of Delivery Science and Innovation 3, no. 4 (December 2015): 245–250.
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