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August 2021 (Revised February 2023)
Supplement

Fair Park Covid-19 Mass Vaccination Site (B)

This case is an opportunity to apply the methods of the Toyota Production System (TPS) to the analysis of an everyday service application: administering Covid-19 vaccines. It describes the start-up of a drive-up Covid-19 mass vaccination site at the Texas State Fair... View Details

Keywords: Operations Management; Operations Improvement; Operations And Processes; Toyota Production System; COVID-19 Pandemic; Operations; Service Operations; Health Pandemics; Service Delivery; Problems and Challenges; Goals and Objectives; Measurement and Metrics; Health Industry; United States

August 2011 (Revised August 2012)
Case

JetBlue Airways: Deicing at Logan Airport

By: Douglas Fearing and Robert S. Huckman

The case explores a deicing capacity expansion decision made by JetBlue at Boston Logan International Airport in the summer of 2010. The need for capacity expansion was driven by significant challenges faced during the previous winter combined with substantial... View Details

Keywords: Operational Disruptions; Strategic Planning; Disruption; Cost vs Benefits; Air Transportation; Service Operations; Logistics; Operations; Air Transportation Industry; Boston

26 Aug 2020
Blog Post

Two sides, same coin: How I left the Bay Area as an operator and returned as an investor

Janelle Teng is from the Class of 2020 and a proud member of Section C. From completing her undergraduate studies at Stanford University to working as a product manager at SalesforceIQ, Janelle has spent most of her academic and professional career in the Bay Area.... View Details

September–October 2020
Article

Global Supply Chains in a Post-Pandemic World: Companies Need to Make Their Networks More Resilient. Here's How.

By: Willy C. Shih

The COVID-19 pandemic exposed the vulnerabilities in the production strategies and supply chains of firms everywhere. Coupled with a rise in economic nationalism, manufacturers everywhere are going to be under pressure to rethink their sourcing and logistics... View Details

Keywords: Resilience; Pandemic; Operations Management; Health Pandemics; Supply Chain; Supply Chain Management; Manufacturing Industry; United States; Asia; Europe

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Teaching Interest

Overview

By: Willy C. Shih

Professor Shih has taught the Technology and Operations Management (TOM) course and FIELD Global Immersion in the first-year MBA required curriculum. He also has taught Building and Sustaining a Successful Enterprise (BSSE) in the second-year MBA curriculum, as well as... View Details

Keywords: Supply Chain Management; Operations Management; Operations Strategy; Globalization Of Supply Chain; Competitiveness; Globalization; Trade; Operations; Manufacturing Industry; Transportation Industry; United States; China; Europe; Japan

July 2014 (Revised August 2014)
Case

AmazonFresh: Rekindling the Online Grocery Market

By: Rory McDonald, Clayton Christensen, Robin Yang and Ty Hollingsworth

More than a decade after the high-profile failures of several early online grocers, grocery remains the largest single U.S. retail category and one of the few that has not yet migrated online. Amazon began testing its grocery-delivery service, AmazonFresh, in Seattle,... View Details

Keywords: Innovation; New Markets; Grocery; Operations Strategy; Innovation and Invention; Strategy; Emerging Markets; Learning; Service Operations; Internet and the Web; Business Model; Food and Beverage Industry; United States

September 2018
Case

Clayton, Dubilier & Rice at 40

By: Josh Lerner, Abhijit Tagade and Terrence Shu

In 2018, private equity firm Clayton, Dubilier & Rice celebrated its 40th anniversary and its 20th year under the leadership of CEO Don Gogel. In those decades, CD&R showed solid portfolio performance and generated strong returns for its investors - accomplishments... View Details

Keywords: Finance; Succession; Buyout; Leveraged Buyout; Turnaround; Operations; Private Equity; Management Succession; Business Model; Leveraged Buyouts; Trends; Organizational Change and Adaptation

Article

Integration of Online and Offline Channels in Retail: The Impact of Sharing Reliable Inventory Availability Information

By: Santiago Gallino and Antonio Moreno

Using a proprietary data set, we analyze the impact of the implementation of a “buy-online, pick-up-in-store” (BOPS) project. The implementation of this project is associated with a reduction in online sales and an increase in store sales and traffic. These results can... View Details

Keywords: Retail Operations; Inventory Availability; Empirical Operations Management; Business Analytics; Online Retail; Ecommerce; Operations; Management; Distribution Channels; Consumer Behavior; E-commerce; Retail Industry

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January 2017 (Revised August 2017)
Case

Weathernews

By: Karim R. Lakhani and Akiko Kanno

Tomohiro Ishibashi (Bashi), chief executive officer for B to S, and Julia Foote LeStage, chief innovation officer of Weathernews Inc., were addressing a panel at the HBS Digital Summit on creative uses of big data. They told the summit attendees about how the Sakura... View Details

Keywords: Crowdsourcing; Operations; Globalization; Weather; Forecasting and Prediction; Global Strategy

21 Dec 2022
Blog Post

Climate Stories Episode #12: Vehicle to Everything - Claire Broido Johnson (MBA 2002), Chief Operating Officer of Fermata Energy

Climate Stories Episode #12: Vehicle to Everything - Claire Broido Johnson (MBA 2002), Chief Operating Officer of Fermata EnergyLike many of our Climate Story subjects, Claire Broido Johnson (MBA 2002) first became interested in climate... View Details

October 2016 (Revised October 2020)
Case

Essent: From a State-Owned Utility to a Commercial Company

By: Ananth Raman and Elena Corsi

Patrick Lammers, Chief Commercial Officer (CCO) for the Dutch energy company Essent NV, once a state-owned company, was pleased with the progress Essent’s consumer (“B2C”) business had made: Earnings Before Income Tax (EBIT) for B2C had gone from a loss of €18 million... View Details

Keywords: Lean Management; Operation Management; Service Management; Commercialization; Operations; Management; Energy; Organizational Change and Adaptation; Service Operations; Performance; Energy Industry; Europe

Article

The Inpatient Discharge Lounge as a Potential Mechanism to Mitigate Emergency Department Boarding and Crowding

By: Brian Franklin, Sharif Vakili, Robert S. Huckman, Sarah Hosein, Nicholas Falk, Katherine Cheng, Maria Murray, Sheila Harris, Charles A. Morris and Eric Goralnick

Delayed access to inpatient beds for admitted patients contributes significantly to emergency department (ED) boarding and crowding, which have been associated with deleterious patient safety effects. To expedite inpatient bed availability, some hospitals have... View Details

Keywords: Health Care Delivery; Emergency Room; Operations Improvement; Operations Management; Health Care and Treatment; Service Delivery; Operations; Management; Performance Improvement; Service Operations

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July 2012
Case

LEGO

By: Jan W. Rivkin, Stefan Thomke and Daniela Beyersdorfer

LEGO has emerged as one of the most successful companies in the toy industry. The case describes LEGO's gradual rise, rapid decline, and recent revitalization as it is keeping up with a changing market place. Central to LEGO's management model is the ability to find... View Details

Keywords: Innovation Management; Innovation; Operations Management; Organizational Change And Transformation; Operations; Competitive Strategy; Innovation and Management; Innovation Strategy; Organizational Change and Adaptation; Entertainment and Recreation Industry

2016
Chapter

Ignore, Avoid, Abandon, and Embrace: What Drives Firm Responses to Environmental Regulation?

By: David F. Drake and Robin L. Just

A regulator's ability to incentivize environmental improvement among firms is vital in achieving long-term sustainability. However, firms can and do respond to environmental regulation in a variety of ways: complying with its intent; avoiding the regulation by... View Details

Keywords: Sustainability; Environmental Operations; Regulation; Cost vs Benefits; For-Profit Firms; Operations; Environmental Sustainability

August 2021
Teaching Note

Fair Park Covid-19 Mass Vaccination Site (A) and (B)

Teaching Note for HBS Case Nos. 622-003 and 622-004. View Details

Keywords: Operations Improvement; Operations And Processes; Toyota Production System; Operations; Service Operations; Health Pandemics; Service Delivery; Problems and Challenges; Goals and Objectives; Measurement and Metrics; Health Industry; United States

Article

A Better Way to Assess Managerial Performance

By: Mihir Desai, Mark Egan and Scott Mayfield

Total shareholder return (TSR) has become the definitive metric for gauging performance. Unlike accounting measures such as revenue growth or earnings per share that reflect the past, TSR is based on share price and thus captures investor expectations of what will... View Details

Keywords: Total Shareholder Return; Buybacks; Core Operating Shareholder Return; Management; Operations; Performance; Measurement and Metrics

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October 2012 (Revised February 2014)
Teaching Note

Logoplaste: Global Growing Challenges (TN)

By: Juan Alcacer

The case follows Logoplaste in its transformation from a small player in the plastic container industry in Portugal to a mid-sized global firm with operations in 11 countries. The case summarizes Logoplaste's history, with an emphasis on the milestones of its global... View Details

Keywords: R＆D; Innovation; Competitive Advantage; Operations Strategy; Global Strategy; Competition; Operations; Strategy; Manufacturing Industry

2025
Working Paper

The Hidden Costs of Working Multiple Jobs: Implications for Spending Behavior and Wellbeing

By: Paige Tsai and Ryan W. Buell

Problem definition: Amidst inflation, rising costs of living, an explosion in remote and gig working opportunities, and an increase in the part-time labor mix in economies around the world, it is becoming evermore commonplace for people to earn labor income... View Details

Keywords: Behavioral Operations; Employee Behavior; Job Design and Levels; Personal Finance; Well-being; Happiness; Satisfaction; Wages

June 2024 (Revised August 2024)
Case

Hospital for Special Surgery: Returning to a New Normal? (A)

By: Robert S. Huckman, Michael Lingzhi Li and Camille Gregory

Early on the morning of April 27, 2020, Justin Oppenheimer stood outside the entrance to the lobby of the Hospital for Special Surgery (HSS) Pavilion Building with mixed emotions. On one hand, Oppenheimer, HSS’ Enterprise Chief Operating Officer and Chief Strategy... View Details

Keywords: Operations Management; Scheduling; Optimization; COVID-19; Health Care and Treatment; Operations; Customer Focus and Relationships; Disruption; Health Industry; United States

Article

Cooks Make Tastier Food When They Can See Their Customers

By: Ryan W. Buell, Tami Kim and Chia-Jung Tsay

While existing theory suggests that increased contact between customers and employees diminishes efficiency, recent research demonstrates that when employees can see their customers, the beneficiaries of their efforts, the quality and efficiency of the service they... View Details

Keywords: Operational Transparency; Service Delivery; Service Operations; Service Management; Service Industry

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