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December 2018 (Revised June 2021)
Supplement

Bulb 2017: Launch

By: John R. Wells and Benjamin Weinstock

On August 21, 2015, Amit Gudka and Hayden Wood, co-founders of Bulb Ltd. (Bulb) launched a new business to supply energy to the United Kingdom’s 27 million residential homes with a promise of 100% renewable electricity at affordable prices. By the end of March 2017,... View Details

January 1998 (Revised September 2001)
Background Note

A Note on Angel Financing

By: Paul A. Gompers

Discusses the economics of the private equity market and recent efforts by the U.S. Small Business Administration to promote greater angel financing. View Details

Keywords: Financial Markets; Government and Politics; Financing and Loans; Financial Services Industry; United States

May 2011
Case

Baria Planning Solutions, Inc.: Fixing the Sales Process

By: Steven C. Wheelwright and William Schmidt

Baria Planning Solutions (BPS) is a consulting firm that specializes in using spend analysis to help companies identify savings through reduced procurement costs and improved supplier performance. Management is concerned about the disappointing performance of the sales... View Details

Keywords: Quantitative Analysis; Technology; Operations Management; Product Lines; Manufacturing; Capacity Planning; Production Planning; Production; Management Practices and Processes; Service Operations; Supply Chain Management; Salesforce Management; Planning; Consulting Industry; North and Central America

14 Jul 2008
Research & Ideas

HBS Cases: Reforming New Orleans Schools After Katrina

organization that could help schools coordinate with each other and receive shared support services without creating the dysfunction of a large urban district. “One of the... View Details

Keywords: by Sarah Jane Gilbert; Education

02 Mar 2007
What Do You Think?

What Is the Government’s Role in US Health Care?

Butler believes that it could come in the form of a two-tiered system of private treatment at personal expense layered on a service free to all with protections for healthcare givers and the elimination of... View Details

Keywords: by Jim Heskett; Health

Research Summary

"Creating Competitive Advantage Through Knowledge Management" (with Elie Ofek)

This project explores how the concept of Knowledge Management (KM) is likely to impact competition among professional services firms (e.g. Consultants, Accounting Firms and Advertising Agencies). Assuming that the "KM technology" exhibits economies of scale, first we... View Details

2011
Working Paper

Spatial Determinants of Entrepreneurship in India

By: Ejaz Ghani, William R. Kerr and Stephen O'Connell

We analyze the spatial determinants of entrepreneurship in India in the manufacturing and services sectors. Among general district traits, quality of physical infrastructure and workforce education are the strongest predictors of entry, with labor laws and household... View Details

Keywords: Education; Entrepreneurship; Industry Structures; Infrastructure; Service Industry; Service Industry; India

04 Dec 2012
First Look

First Look: December 4

creativity. These findings have theoretical and practical implications for research in workplace diversity and creativity. The Microwork Solution: A New Approach to Outsourcing Can View Details

Keywords: Carmen Nobel

September 2002 (Revised November 2002)
Case

Transformation at the IRS

By: Amy C. Edmondson, Frances X. Frei and Corey B. Hajim

Describes the service transformation occurring at the U.S. Internal Revenue Service. Plagued by a history of poor service, enormous complexity, and an insular employee base, the 100,000-person organization grapples with a turnaround process that attempts to change... View Details

Keywords: Service Delivery; Service Operations; Organizational Structure; Taxation; Organizational Culture; Transformation; Public Administration Industry; United States

July 1999 (Revised June 2000)
Case

Edward Jones

By: Michael E. Porter and Gregory C. Bond

Edward Jones is a leading, highly profitable retail brokerage firm with a unique strategy very different from those of its rivals. The case describes Jones's activities and allows a rich discussion of its positioning choices, supporting activities, and tradeoffs. Jones... View Details

Keywords: Financial Institutions; Business or Company Management; Goals and Objectives; Growth and Development Strategy; Growth Management; Business Strategy; Competition; Competitive Strategy; Financial Services Industry; Financial Services Industry

January–February 2014
Article

Building a Game-Changing Talent Strategy

By: Douglas A. Ready, Linda A. Hill and Robert J. Thomas

When most of the world's financial services giants were stumbling and retrenching in the aftermath of the 2008 recession, the asset management firm BlackRock was busy charting a course for growth. Its revenues, profits, and stock price all performed consistently... View Details

Keywords: Talent and Talent Management; Success; Business Strategy; Financial Crisis; Financial Services Industry

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September 2015 (Revised June 2018)
Case

Macy's: Evolution in the Sunshine State

By: Boris Groysberg, Das Narayandas, Benson P. Shapiro and Sarah L. Abbott

In 2009, Lee O'Rourke was promoted to district vice president in charge of Macy's newly created North Florida district. This district consisted of 11 stores located in the greater Orlando area and in the east coast towns of Daytona, Melbourne, Merritt Island, and Vero... View Details

Keywords: Human Capital; Managing Performance; Retail; Organization; Change Management; Leadership; Leadership Style; Leading Change; Marketing; Marketing Strategy; Management; Organizational Change and Adaptation; Performance Improvement; Retail Industry; United States

Article

The Perils of Proactive Churn Prevention Using Plan Recommendations: Evidence from a Field Experiment

By: Eva Ascarza, Raghuram Iyengar and Martin Schleicher

Facing the issue of increasing customer churn, many service firms have begun recommending pricing plans to their customers. One reason behind this type of retention campaign is that customers who subscribe to a plan suitable for them should be less likely to churn... View Details

Keywords: Churn/retention; Field Experiment; Pricing; Tariff/plan Choice; Targeting; Customer Relationship Management; Price; Performance Effectiveness

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22 Nov 2016
First Look

November 22, 2016

and Ananth Raman Abstract—To set inventory service levels, suppliers must understand how changes in inventory service level affect demand. We build on prior research, which... View Details

Keywords: Sean Silverthorne

April 2020 (Revised May 2020)
Case

NTT DOCOMO's Race to 5G

By: Juan Alcácer, Horst Melcher and Akiko Kanno

The case, based on extensive interviews with NTT DOCOMO’s technology leaders, focuses on the opportunities and challenges that NTT DOCOMO faces with the launch of infrastructure and services for 5G wireless telecommunication technology. With higher data rates and... View Details

Keywords: 5G; Mobile and Wireless Technology; Product Launch; Strategic Planning; Decision Making; Strategy; Telecommunications Industry; Technology Industry

June 1996
Case

Armscor: Life After Apartheid?

After taking office, South Africa's new president, Nelson Mandela, must decide whether to dismantle or support Armscor, South Africa's state-owned arms company, which has been a pillar of the apartheid regime. Complicating matters is the fact that the arms industry was... View Details

Keywords: Values and Beliefs; Competitive Advantage; State Ownership; Government Administration; Business and Government Relations; Public Administration Industry; South Africa

December 2017
Case

Molino Cañuelas: Serving Customers from Seed Development to the Kitchen Table

By: Jose B. Alvarez, Maria Fernanda Miguel and Mariana Cal

Molino Cañuelas was a vertically integrated food company with a management system that allowed it to innovate and grow systematically. With sales of $2 billion in 2016, the firm not only produced flour, vegetable oil, and packaged food products, it also owned a port... View Details

Keywords: Quality Management System; Food Industry; Molino Cañuelas; Argentina; Vertical Integration; Quality; Management Systems; Expansion; Global Range; Growth and Development Strategy; Agribusiness; Food and Beverage Industry; Food and Beverage Industry; Argentina

October 14, 2019
Article

How Artificial Intelligence Is Changing Health Care Delivery

By: Samantha F. Sanders, Mats Terwiesch, William J. Gordon and Ariel Dora Stern

The development of intelligent machines holds great promise for making health care delivery more accurate, efficient, and accessible, but challenges remain for incorporating AI into clinical and administrative settings. View Details

Keywords: Artificial Intelligence; Health Care and Treatment; Service Delivery; Technological Innovation; AI and Machine Learning

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October 2021 (Revised December 2021)
Case

Customer-Centric Design with Artificial Intelligence: Commonwealth Bank

By: Karim R. Lakhani, Yael Grushka-Cockayne, Jin Hyun Paik and Steven Randazzo

As Commonwealth Bank (CommBank) CEO Matt Comyn delivered the full financial year results in August 2021 over videoconference, it took less than two minutes for him to make his first mention of the organization's Customer Engagement Engine (CEE), the AI-driven customer... View Details

Keywords: Artificial Intelligence; Customer-centricity; Banks and Banking; Customer Focus and Relationships; Technological Innovation; Transformation; Organizational Change and Adaptation; Performance; AI and Machine Learning; Financial Services Industry; Australia

October 1990 (Revised March 1993)
Background Note

Note on Cable Television Regulation

By: Willis M. Emmons III

Examines the evolution of the U.S. cable television industry since its inception in the early 1950s. Particular emphasis is given to the roles played by technology, consumer demand, and regulation at both the local and federal level. Designed to facilitate a conceptual... View Details

Keywords: Information Technology; Demand and Consumers; Government Legislation; Business Growth and Maturation; Monopoly; Television Entertainment; Media and Broadcasting Industry; Media and Broadcasting Industry

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