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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

2012
Book

Uncommon Service: How to Win by Putting Customers at the Core of Your Business

By: Frances Frei and Anne Morriss

Most companies treat service as a low-priority business operation, keeping it out of the spotlight until a customer complains. Then service gets to make a brief appearance—for as long as it takes to calm the customer down and fix whatever foul-up jeopardized the... View Details

Keywords: Customers; Business Ventures

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January 2021 (Revised April 2022)
Case

Best Buy's Corie Barry: Confronting the COVID-19 Pandemic

By: William W. George and Amram Migdal

This case examines the leadership of Corie Barry, the new CEO of Best Buy, with a focus on actions the company took in 2020 to adapt to the COVID-19 pandemic. The case includes a history of Best Buy’s strategy and leadership, including the transitions between the... View Details

Keywords: COVID-19 Pandemic; Change; Disruption; Volatility; Communication; Competency and Skills; Customers; Decision Making; Ethics; Fairness; Moral Sensibility; Values and Beliefs; Finance; Cash Flow; Financial Condition; Financial Liquidity; Goods and Commodities; Corporate Governance; Health Pandemics; Human Resources; Executive Compensation; Employees; Employee Relationship Management; Resignation and Termination; Retention; Selection and Staffing; Innovation and Invention; Jobs and Positions; Job Cuts and Outsourcing; Job Design and Levels; Job Interviews; Job Offer; Labor; Employment; Human Capital; Working Conditions; Law; Leadership; Leadership Development; Leadership Style; Management; Business or Company Management; Crisis Management; Growth and Development Strategy; Management Practices and Processes; Management Style; Management Succession; Management Systems; Management Teams; Risk Management; Operations; Distribution; Order Taking and Fulfillment; Logistics; Service Delivery; Service Operations; Supply Chain; Organizations; Corporate Social Responsibility and Impact; Organizational Change and Adaptation; Outcome or Result; Personal Development and Career; Retirement; Work-Life Balance; Planning; Strategic Planning; Problems and Challenges; Relationships; Business and Community Relations; Labor and Management Relations; Risk and Uncertainty; Safety; Science; Strategy; Retail Industry; North and Central America; United States; Minnesota

September 2024
Case

Cathay Cargo: Turnaround Short Haul, or Double Crew Long Haul?

By: Willy Shih and Billy Chan

Tom Owen, Director Cargo at Cathay Pacific Airways, had a problem. During the Covid-19 pandemic, the grounding of passenger flights meant the sudden loss of 50% of the airline's cargo carrying capacity. But the bigger challenge was that the Hong Kong government imposed... View Details

Keywords: Operations; Resource Allocation; Cash Flow; Governing Rules, Regulations, and Reforms; Health Pandemics; Organizational Change and Adaptation; Decision Choices and Conditions; Air Transportation Industry; Hong Kong

01 Dec 2017
News

2017 in Finance: Helping Consumers Improve Their Financial Life

same from financial services firms. However, consumers understandably have a different bar when it comes to shopping online for clothes versus picking the financial product that’s best for them. Finances aren’t just personal, they are... View Details

Keywords: Omer Ismail (MBA 2007), chief commercial officer, Marcus by Goldman Sachs, the firm’s digital consumer financial services business; Finance

January 2019 (Revised October 2019)
Case

Rural Taobao: Alibaba's Expansion into Rural E-Commerce

By: Tarun Khanna, Ryan Allen, Adam Frost and Wesley Koo

Alibaba's Rural Taobao initiative had been launched in 2014 as a public service initiative to increase e-commerce adoption in China’s remote rural areas. In the first two iterations of the initiative, dubbed “1.0” and “2.0,” Alibaba had partnered with local businesses... View Details

Keywords: Strategy; Business Growth; Ecommerce; Corporate Social Responsibility; Business And Government; Emerging Market; Digital Platforms; Internet and the Web; Emerging Markets; Rural Scope; Growth and Development Strategy; Competitive Strategy; Corporate Social Responsibility and Impact; Business and Government Relations; Decision Making; E-commerce; China

September 2001 (Revised October 2002)
Case

Virgin Group, The: Filling in the Value Gap

By: Frances X. Frei, Hanna Rodriguez-Farrar and Corey B. Hajim

Chronicles the successes and failures of the Virgin Group. By examining these examples, students discover attributes of Virgin's overall service concept, which, at its core, competes on quality rather than on price. Students are challenged to consider how Virgin might... View Details

Keywords: Quality; Competition; Price; Business Conglomerates; Service Operations; Service Delivery; Market Entry and Exit

10 Aug 2017
News

Pal’s Sudden Service: Taking Fast Food to the Next Level

June 1992 (Revised January 1994)
Case

Coopers & Lybrand in Hungary (A)

Multinational professional services firm Coopers & Lybrand has decided to enter the Hungarian market and weighs its strategic options in light of the environment in which it will operate and its resources. View Details

Keywords: Strategy; Multinational Firms and Management; Market Entry and Exit; Service Industry; Hungary

March 1998 (Revised October 2001)
Case

Xedia and Silicon Valley Bank (A)

By: Paul A. Gompers and Jon Biotti

Xedia, a networking equipment manufacturer that helps provide high-speed Internet service for corporate clients through access routing, wants a bridge loan to fund daily operations until it raises its next round of equity financing. View Details

Keywords: Venture Capital; Equity; Financing and Loans; Negotiation; Production; Internet; Banking Industry

July 2002 (Revised August 2002)
Case

SIG Beverages (A)

SIG Beverages, a leading supplier of bottling and packaging systems for the beverage industry, has recognized an opportunity in providing services for its product end users. Management's challenge is to develop a service portfolio to address end users' needs, while... View Details

Keywords: Organizational Change and Adaptation; Production; Service Delivery; Manufacturing Industry; Italy

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September 2004 (Revised October 2005)
Case

Sapient Corporation

By: Rakesh Khurana and Joel Podolny

Describes the start-up, growth, organizational design, and operations over the first 10 years of a professional services firm. Focuses on the creative use of organizational purpose and values as an integral part of strategy and alignment of organizational activities. View Details

Keywords: Business Growth and Maturation; Operations; Knowledge Management; Strategy; Service Industry

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)

03 Oct 2019
HBS Seminar

Christopher Tang, UCLA Anderson School of Management

16 Apr 2019
Working Paper Summaries

Can Biometric Tracking Improve Healthcare Provision and Data Quality? Experimental Evidence from Tuberculosis Control in India

Keywords: by Thomas Bossuroy, Clara Delavallade, and Vincent Pons; Health; Medical Devices & Supplies

October 2005 (Revised September 2006)
Case

Sapient Corporation (Abridged)

By: Rakesh Khurana and Joel Podolny

Describes the start-up, growth, organizational design, and operations over the first 10 years of a professional services firm. Focuses on the creative use of organizational purpose and values as an integral part of strategy and alignment of organizational activities. View Details

Keywords: Leadership; Organizational Culture; Change Management; Human Resources; Entrepreneurship; Growth and Development Strategy; Business Growth and Maturation; Operations; Business Processes; Management Analysis, Tools, and Techniques; Service Industry

May 2008
Background Note

The Producing Manager: A Double-Barreled Role

By: John J. Gabarro and Thomas J. DeLong

The purpose of this note is to ground and amplify on the characteristics and challenges of the producing manager role. It is in response to requests from participants for a piece of "take away" material that can be shared with colleagues in professional service firms... View Details

Keywords: Managerial Roles; Production; Service Operations; Practice

January 2015
Case

Monte-Carlo Weddings

By: Anat Keinan and Sandrine Crener

Monte-Carlo Weddings, established by Frank Damgaard in 2005, is the most respectable and exclusive wedding planning business in the South of France. Frank has organized the largest, most expensive and luxurious weddings in Europe, serving celebrities, CEOs, and other... View Details

January 1997 (Revised November 1997)
Case

IBM and Siemens: Revitalizing the Rolm Division (B)

By: Ashish Nanda, Antonio Davila and Georgia Levenson

This supplement to the (A) case describes Siemens’ purchase of Rolm’s entire product development and manufacturing operation to form Rolm Systems and discusses the simultaneous 50/50 joint venture between IBM and Siemens to manage marketing, sales, and service for PBX... View Details

Keywords: Manufacturing; Deal; Dealmaking; IBM; Siemens; Product Development; Joint Ventures; Restructuring; Corporate Strategy

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March 1990
Case

Lehrer McGovern Bovis, Inc. (Abridged)

By: Steven C. Wheelwright

Describes the growth of a construction management company and the operating problems it now encounters. Designed to introduce students to the value of competition in the construction industry, to show how the techniques of value analysis can be used to strategic... View Details

Keywords: Entrepreneurship; Operations; Construction; Growth Management; Quality; Competition; Problems and Challenges; Performance Productivity; Management Analysis, Tools, and Techniques; Construction Industry

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