Publications

This research studies the obstacles that systematically get in the way of organizational effectiveness. In the past I have paid particular attention to service organizations, which account for over 70% of organizations in most developed countries. This research... View Details

Keywords: Organizational Effectiveness; Organizations; Entrepreneurship; Service; Growth; Management

April 2008
Background Note

Introduction to Data Analysis with Data Desk

Keywords: Theory

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April 2008
Teaching Note

Exercise: Customer-Operator Letter Writing (TN)

Teaching Note for [608126]. View Details

Keywords: Customer Relationship Management; Operations

April 2008
Module Note

Service Design in the Context of Customer-Operators

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

January 2008 (Revised April 2008)
Teaching Note

Pilgrim Bank (B): Statistics Review with Data Desk

Teaching Note for 602095. View Details

Keywords: Banks and Banking; Mathematical Methods; Banking Industry

January 2008
Teaching Note

Pilgrim Bank (A): Statistics Review with Data Desk

Teaching Note for 602104. View Details

Keywords: Decision Making; Policy; Banks and Banking; Management Teams; Motivation and Incentives; Customers; Mathematical Methods; Service Operations; Banking Industry

January 2008 (Revised April 2008)
Teaching Note

Orient-Express Hotels (TN)

Teaching Note for [603024]. View Details

Keywords: Accommodations Industry

August 2005 (Revised April 2008)
Teaching Note

Store24 (A): Statistics Review with Data Desk (TN)

Presents an overview of the statistical analysis covered in the case discussion. View Details

Keywords: Mathematical Methods; Retail Industry

Research Summary

Managing the Operating Role of Customers

Customers in operating roles introduce considerable variability into the production environment including differences in the demands they impose on the environment and the unpredictability of those demands. When customers are the source of production variability, the... View Details

March 2008
Exercise

Exercise: Challenging Operational Assumptions

This exercise provides students with an opportunity to thoroughly test an operating assumption. Students state an assumption as a testable hypothesis, collect and analyze relevant data, and communicate the results. At HBS, it is incorporated in a second-year elective... View Details

Keywords: Customers; Employees; Knowledge Acquisition; Knowledge Use and Leverage; Service Operations; Performance Improvement

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April 2008
Exercise

Exercise: Customer-Operator Letter Writing

The exercise involves having students write letters to an organization of their choice describing their operating experience at a detailed level. The companies' responses are paired with the students' letters and the entire collection is made available to the class.... View Details

Keywords: Customer Relationship Management; Customer Satisfaction; Customer Value and Value Chain; Knowledge Sharing; Knowledge Use and Leverage; Performance Improvement

September 2007 (Revised April 2008)
Teaching Note

Commerce Bank (TN)

Keywords: Banks and Banking; Banking Industry

July 2007 (Revised April 2008)
Teaching Note

Gateway: Moving Beyond the Box (TN)

April 2008
Article

The Four Things a Service Business Must Get Right

Keywords: Business Ventures

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April 2006
Background Note

Designing Sustainable Service Models

Taught as the second module in a Harvard Business School course on Managing Service Operations. Addresses the challenge of designing service models that effectively incorporate a customer operating role, as well as how to align operations to deliver value to both the... View Details

Keywords: Business Model; Customers; Design; Managerial Roles; Consumer Behavior; Service Operations; Power and Influence; Value

Educators

January 2005 (Revised March 2008)
Exercise

New Service Design Exercise

Used in the second module of a course on Managing Service Operations, which addresses the design of sustainable service models (606-031). Provides an opportunity for students to design a new service offering, paying careful attention to the link between strategic... View Details

Keywords: Design; Management; Service Operations; Strategy