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  • 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
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  • 22 Nov 2023
  • Research & Ideas

Humans vs. Machines: Untangling the Tasks AI Can (and Can't) Handle

Knowing when to use artificial intelligence and when to rely on the human mind is a shifting fine line, one delineated by new research that shows considerable benefit and speed from generative AI—if it’s applied to the right tasks. What businesses need to know from a... View Details
Keywords: by Rachel Layne; Information Technology; Technology
  • July–August 2016
  • Article

Stick to the Strategy or Make the Sale?: A Manufacturer of High-tech Streetlights Considers an Exception to Its New Subscription Model

By: Mitchell Weiss
A manufacturer of high-tech streetlights considers an exception to its new subscription model. A fictionalized case study based on the HBS Case 816-005, "Bigbelly," by Mitchell Weiss and Christine Snively. This case is an example of public entrepreneurship. View Details
Keywords: Public Entrepreneurship; Smart Cities; Anything As A Service; Xaas; Bigbelly; Entrepreneurship
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    Carliss Y. Baldwin

    Carliss Y. Baldwin is the William L. White Professor of Business Administration at the Harvard Business School. She studies the process of design and its impact of design architecture on firm strategy, platforms, and business ecosystems. With Kim Clark, she authored... View Details

    Keywords: computer; electronics; software
    • September 2019
    • Supplement

    Fred Reichheld - Creator of Net Promoter Score

    By: Boris Groysberg
    Video supplement for HBS Case Study "California Closets: Organizing the Customer Experience" product no. 419-004 View Details
    Related
    • November 2019
    • Supplement

    California Closets - Bill Barton

    By: Boris Groysberg
    Video supplement for the HBS Case Study "California Closets: Organizing the Customer Experience," product number 419-004. View Details
    Related
    • September 2014
    • Case

    Crescent Pure

    By: John A. Quelch and Alisa Zalosh
    Executives from Portland Drake Beverages (PDB) are meeting to determine the appropriate product positioning and advertising campaign for the launch of Crescent Pure, a specialty organic beverage. They have 3 options for positioning: should Crescent Pure be positioned... View Details
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    • 03 Dec 2012
    • HBS Case

    HBS Cases: Against the Grain

    (it has a reputation for the latter). It's a quandary for Jim's employer, of course, but withdrawing investment at the 11th hour would also put many poor farmers' livelihoods in jeopardy. Like many case View Details
    Keywords: by Martha Lagace; Food & Beverage
    • 13 Jul 2016
    • HBS Case

    How Uber, Airbnb, and Etsy Attracted Their First 1,000 Customers

    find first—the customer chicken or the service egg? “As a small company you cannot afford to focus on both with the same amount of effort. You may need to prioritize one side.” Preparing to teach a new course on e-commerce marketing next spring, Teixeira made it his... View Details
    Keywords: by Michael Blanding; Retail; Service; Transportation
    • 11 Nov 2019
    • News

    Carbonite Founder David Friend

    • June 2018 (Revised January 2018)
    • Supplement

    Membership Rewards® from American Express

    By: Shelle Santana, Frances X. Frei and Lauren G. Pickle
    This spreadsheet is intended as a supplement for the case study "Membership Rewards® from American Express." View Details
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    • 23 Apr 2014
    • HBS Case

    Are Electronic Cigarettes a Public Good or Health Hazard?

    companies have gotten in on the game. Quelch, who holds a joint appointment at HBS and Harvard School of Public Health, wrote the case for a new course debuting next year called "Consumers, Corporations, and Public Health,"... View Details
    Keywords: by Michael Blanding; Food & Beverage; Advertising
    • 27 Apr 2021
    • Research & Ideas

    New Research: Surviving Bankruptcy, Useful Economics, and Retirement

    global accelerator in which judges across international regions are randomly assigned to evaluate startups headquartered across the globe.” Case Studies and Materials Rolex SA Doug J. Chung “Rolex SA was one... View Details
    • 09 Feb 2017
    • News

    All hail partisan politics

    • 03 Oct 2023
    • What Do You Think?

    Do Leaders Learn More From Success or Failure?

    (Jay Yuno/iStock) Harvard Business School Professor Amy Edmondson’s recent thought-provoking book, Right Kind of Wrong, makes a strong case for the notion that we often learn a lot from failure—and in some cases, perhaps even more than we... View Details
    Keywords: by James Heskett
    • November 25, 2015
    • Article

    Developing Bundled Reimbursement for Cancer Care

    By: Thomas Feeley, Tracy E. Spinks and Alexis Guzman
    This case study describes the development of a bundled reimbursement pilot for head and neck cancer patients treated at the University of Texas MD Anderson Cancer Center. The study describes the steps involved and the challenges to new alternative payment models in... View Details
    Keywords: Insurance; Health Care and Treatment; Insurance Industry; Health Industry
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    • 10 Feb 2014
    • HBS Case

    Stressing Safety in South Africa’s Platinum Mines

    American," a case study authored by Mukunda with Lisa Mazzanti and Aldo Sesia (both case researchers at HBS). The case follows several key... View Details
    Keywords: by Carmen Nobel; Manufacturing
    • January 2016
    • Supplement

    Open Innovation at Fujitsu (B)

    By: Amy C. Edmondson and Jean-François Harvey
    This add-on case study reveals the location decision that was made in front of the challenge presented in case study #616-034. The launch of the Open Innovation Gateway (OIG) was a success. Fujitsu's management team now had to figure out the best way to continue to... View Details
    Keywords: Open Innovation; Collaboration; Culture Change; Inter-organizational Relationships; Teaming; Maker Movement; Nascent Industries; Change Management; Leading Change; Organizational Culture; Leadership; Emerging Markets; Collaborative Innovation and Invention; Information Technology Industry; Technology Industry; Japan; United States; Sunnyvale
    Related

      Jan W. Rivkin

      Jan W. Rivkin is a Professor in the Strategy Unit at Harvard Business School. In the past, he has served as Faculty Chair of the MBA Program, Senior Associate Dean for Research, and head of the Strategy Unit. His research, course development, and teaching focus on... View Details

      Keywords: airline; computer; internet; music; transportation

        Boris Groysberg

        Boris Groysberg is a professor of business administration in the Organizational Behavior unit at the Harvard Business School. Currently, he teaches courses on talent management and leadership in the school's MBA and Executive Education programs. He has won numerous... View Details
        Keywords: asset management; banking; brokerage; information technology industry; investment banking industry; professional services