Operations And Processes - Publications - Faculty & Research - Harvard Business School

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September 2013
Exercise

An Exercise in Designing a Travel Coffee Mug

By: Elie Ofek and Michael Norris

In recent years design has emerged as a critical factor in the success of many new products. This case exercise provides a hands-on way to experience the design process and offers a structured approach for incorporating key considerations that can aid in effective... View Details

Keywords: New Product Development; Innovation; Market Research; Competitive Positioning; Design; Product Development; Consumer Products Industry

July 1998 (Revised December 2001)
Case

Jollibee Foods Corporation (A): International Expansion

By: Christopher A. Bartlett and Jamie O'Connell

Noli Tingzon, newly-appointed international division VP at Jollibee, the Philippines-based hamburger chain, is faced with the challenge of expanding fast food operations in Asia in the face of stiff competition. The case describes Jollibee's six-year international... View Details

Keywords: Organizational Change and Adaptation; Motivation and Incentives; Expansion; Global Range; Global Strategy; Food and Beverage Industry; Philippines

November 2020
Case

Axis My India

By: Ananth Raman, Ann Winslow and Kairavi Dey

Pradeep Gupta founded Axis My India (AMI) as a printing and publishing company in 1998. In 2013, AMI expanded into consumer research and election forecasting. Although a relatively unknown entity, AMI predicted several election results accurately. Gupta describes AMI’s... View Details

Keywords: Market Research; Operations; Management; Infrastructure; Logistics; Service Operations; Political Elections; Forecasting and Prediction; Asia; India

September 1983 (Revised December 1985)
Case

Dunkin' Donuts (C): Growth Strategy

By: Hirotaka Takeuchi

Dunkin' Donuts franchises and operates retail donut shops for take-home and in-shop consumption. Looks at three growth alternatives: 1) More shops (owned or franchised); 2) A broader product line; and 3) More advertising. Raises important issues related to franchise... View Details

Keywords: Advertising; Growth and Development Strategy; Growth Management; Brands and Branding; Logistics; Franchise Ownership; Relationships; Food and Beverage Industry; Food and Beverage Industry

24 Aug 2022
News

Exclusive Interview with HBS Professor Willy Shih: Global Supply Chain Resilience Issues to Watch Out for in 2023 and Beyond

October 2008 (Revised June 2011)
Case

JetBlue Airways: Managing Growth

By: Robert S. Huckman and Gary P. Pisano

Considers the situation facing David Barger, President and CEO of JetBlue Airways, in May 2007 as he addresses the airline's need to slow its growth rate in the response to increasing fuel costs and the effects of major operational crisis for the airline in February... View Details

Keywords: Growth and Development Strategy; Growth Management; Operations; Performance Capacity; Performance Efficiency; Competitive Strategy; Air Transportation Industry

April 2019 (Revised August 2020)
Case

Raksul

By: Scott Duke Kominers, Masahiro Kotosaka, Nobuo Sato and Akiko Kanno

Raksul, 2018 Forbes Japan "Startup of the Year," ran an e-commerce platform drawing upon thousands of individual suppliers. Launched as a business-to-business printing services marketplace, Raksul had recently expanded to operate both a logistics/delivery marketplace... View Details

Keywords: Marketplace Design; B2B; Platform Strategy; Printing; Entrepreneurship; Digital Platforms; Logistics; Advertising; Growth and Development Strategy; Industry Structures; E-commerce; Web Services Industry; Japan

2023
Chapter

Organizational Development

By: Min Basadur, Tim Basadur and Goran Calic

Our review of the field of Organizational Development (OD) reveals an extensive range of tools which attempt to help organizations improve performance. We believe that OD should be studied differently: As a continuous process of change-making or innovation. How this... View Details

Keywords: Change; Cognition and Thinking; Creativity; Organizational Change and Adaptation; Innovation and Management

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November – December 1993
Response

'Is It Too Late for Pacer to Change Course?' A Response to 'When New Products and Customer Loyalty Collide'

By: D. A. Leonard-Barton

Keywords: Change; Product

Find at Harvard

March 2020 (Revised March 2022)
Case

Wachtell Lipton: Focused Excellence

By: Ashish Nanda and Margaret Cross

For years, Wachtell, Lipton, Rosen & Katz—a small, New York City law firm—has consistently boasted the highest profits per partner and one of the highest “prestige” ratings among U.S.-based law firms. The firm has remained loyal to a distinctive strategy ever since its... View Details

Keywords: Strategy; Law; Mergers and Acquisitions; Legal Services Industry; New York (city, NY)

Strategic Brew: A Market Simulation

Strategic Brew simulates real life challenges facing the strategist. It allows users to experience and internalize the process of strategy formulation, execution, and communication in a simulated context and to see how these processes interplay with other... View Details

November 2023
Case

Gabon Special Economic Zone

By: John Macomber and Wale Lawal

Tropical rain forest covers about 80% of the West African nation of Gabon, part of the Congo Basin and the "lungs of the world." Gabon is one of the first nations to earn revenue from carbon sequestration...as long as the rain forest remains intact. There are... View Details

Keywords: Economic Development; Forestry; Wood; Carbon Credits; Supply Chain; Economic Growth; Developing Countries and Economies; Climate Change; Environmental Sustainability; Government Administration; Business and Government Relations; Strategy; Forest Products Industry; Africa; Gabon

August 2006
Case

Dreyer's Slow Churned(TM) Ice Cream

By: Noel H. Watson, Steven C. Wheelwright and Brian DeLacey

Examines capacity forecasting and planning in a complex new product introduction scenario. The introduction at Dreyer's, a large dairy snack manufacturer, involves not only a new product but a new manufacturing process and product package, thus implying a significant... View Details

Keywords: Advertising; Forecasting and Prediction; Growth and Development Strategy; Brands and Branding; Product Launch; Product Development; Planning; Food and Beverage Industry; United States

Alan D. MacCormack

Alan MacCormack is the MBA Class of 1949 Adjunct Professor of Business Administration at the Harvard Business School, a member of The Digital, Data, and Design (D^3) Institute at Harvard, and a core faculty member... View Details

Keywords: automotive; communications; computer; e-commerce industry; electronics; high technology; information technology industry; internet; semiconductor; software; telecommunications; venture capital industry

October 2014 (Revised January 2016)
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

April 2010 (Revised January 2013)
Case

Southwest Airlines: In a Different World

By: James L. Heskett and W. Earl Sasser Jr.

This is the fourth in a 35-year series of HBS cases on an organization that has changed the rules of the game globally for an entire industry by offering both differentiated and low-price service. The focus of the case is on whether Southwest Airlines should buy gates... View Details

Keywords: Decision Choices and Conditions; Service Delivery; Service Operations; Organizational Culture; Competitive Strategy; Air Transportation Industry; New York (city, NY)

April 2008
Module Note

Service Design in the Context of Customer-Operators

By: Frances X. Frei

Taught as the second module in a Harvard Business School course on Managing Service Operations: Understanding the Customer Operating Role (606-092). Addresses the design and management of service operations with significant customer operating roles. The focus is on... View Details

Keywords: Customer Satisfaction; Management; Design; Service Operations; Cost

June 2008 (Revised October 2008)
Case

AREVA T&D

By: Ananth Raman, Vincent Marie Dessain, Ane Damgaard Jensen and Gudrun Urfalino Kristinsdottir

The case explores the rapid and highly effective turnaround at AREVA's transmission and distribution (T and D) business by focusing on the division's operations. The division was struggling in 2004 when newly-appointed CEO Philippe Guillemot and his team improved... View Details

Keywords: Business Divisions; Customer Focus and Relationships; Product Development; Organizational Change and Adaptation; Performance Improvement; Environmental Sustainability

August 1994 (Revised May 2001)
Case

ITT Automotive: Global Manufacturing Strategy (1994)

By: Gary P. Pisano and Sharon L. Rossi

ITT Automotive is in the process of developing a new-generation antilock brake system (ABS), designated the MK-20. The case focuses on the level of automation to be used in the production of this new system, and whether all plants should use the same process... View Details

Keywords: Information Technology; Innovation Strategy; Production; Product Development; Globalized Firms and Management; Performance Productivity; Manufacturing Industry; Auto Industry; Belgium; Germany; United States

July 2022
Case

Bringing Ideas to Life: The Story of Paul English

By: Youngme Moon, Frances X. Frei and F. Katelynn Boland

Paul English is one of the most imaginative innovators of his generation. This case explores his process of creative idea generation. The case includes an exercise for students to generate value-creating ideas from scratch. View Details

Keywords: Innovation ＆ Entrepreneurship; Idea Generation; Founder; Startup; Imagination; Innovation and Invention; Business Startups; Entrepreneurship; Creativity; Value Creation

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