Publications

Educators

Web

RCS Cheat Sheet - Research Computing Services

Help RCS Cheat Sheet 3ms Check out the links below to quickly get started with our statistical/data services, high-throughput compute cluster, research software, and training. For additional assistance, please see our help page. Statistical and Data View Details

Article

Guarantees Come to Professional Service Firms

By: Leonard A. Schlesinger, Christopher L. Hart and Dan Maher

January 1990
Article

An Integrated Approach to Customer Service

By: R. D. Shapiro and H. Mathe

Keywords: Customers

14 May 2010
Conference Presentation

Service Supremacy: The New Economic Elixir

By: Ranjay Gulati

Keywords: Economics

March 2005
Supplement

Staffing in Professional Service Firms (CW)

By: Ashish Nanda

May 2004 (Revised September 2005)
Teaching Note

Lex Service PLC--Cost of Capital (TN)

By: W. Carl Kester

Teaching Note to (9-296-003). View Details

Keywords: Capital

July 2000 (Revised September 2005)
Case

Madison Avenue: Digital Media Services (A)

Introduces a "new-economy" company, Madison Avenue, facing challenges of mega-success. In the two years since its founding, the company's revenues have grown from zero to nearly $30 million, head count has swollen from the start-up handful to more than 200, and the... View Details

Keywords: Organizational Change and Adaptation; Organizational Design; Online Advertising; Advertising Industry

Educators

November 1986
Supplement

Anaquest: The Professional Services Group, Video

May 1984 (Revised August 1984)
Case

Southern Pacific Railroad: Management Services Department

1995
Simulation

South Africa Civil Service Simulation Exercise

By: Dutch Leonard

Keywords: Government Administration; Emerging Markets; South Africa

March 1987 (Revised August 1988)
Case

Public Service Co. of Oklahoma (A)

By: Michael Beer

Keywords: Utilities Industry

Web

Live Demos - Research Computing Services

Workshops & Technical Talks Workshops & Technical Talks Live Demos 7ms Periodically, RCS presents a live demo followed by office hours. Drop in to watch an RCS staff member demonstrate a technique, share a tip, or work through a problem, and then stay to ask any and... View Details

September 1992 (Revised November 1996)
Case

Royal Automobile Club Rescue Services Division: Transformation Through Technology

By: W. Earl Sasser and Roger H. Hallowell

The Royal Automobile Club uses a new computer and telephone system to improve its service standards and profitability. After the initial impact of changes from technology, the organization faces a need to choose between future technological development or... View Details

Keywords: Technological Innovation; Decision Choices and Conditions; Organizational Change and Adaptation; Information Technology; Corporate Strategy; Service Industry; Service Industry; United Kingdom

During times of economic turbulence, consulting, law, and accounting firms often start offering services and taking on clients they really shouldn’t, just to keep the lights on. This path is perilous. If a firm’s practices have a diffuse mix of clients and unclear... View Details

Web

Frequently Asked Questions - Research Computing Services

Help Frequently Asked Questions 24ms Accessing Our Services and Training Can I provide a research collaborator access to the HBSGrid? Non-HBS Collaborators of HBS faculty can gain access to the research computing grid by requesting a... View Details

August 1983 (Revised June 1986)
Case

Johnson & Johnson (B): Hospital Services

By: Francis Aguilar

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: Business or Company Management; Change Management; Organizational Change and Adaptation; Organizational Culture; Health Care and Treatment; Growth and Development Strategy; Health Industry

Educators