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- All HBS Web
(3,919)
- People (11)
- News (1,203)
- Research (2,182)
- Events (3)
- Multimedia (5)
- Faculty Publications (1,419)
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- June 2002
- Case
Southwest Airlines in Baltimore
By: Rogelio Oliva, Jody Hoffer Gittell and David Lane
The number of connecting passengers through Southwest Airlines' Baltimore station has grown 100% CAGR since 1997. Originally designed as a point-to-point network, this load of connecting passengers has been stressing Baltimore ground operations, resulting in an erosion... View Details
Keywords: Strategy; Growth Management; Air Transportation; Service Operations; Air Transportation Industry; Maryland
Oliva, Rogelio, Jody Hoffer Gittell, and David Lane. "Southwest Airlines in Baltimore." Harvard Business School Case 602-156, June 2002.
- March 2011
- Case
Insight Communications
By: Rajiv Lal and Natalie Kindred
After undertaking a multi-year, metrics-driven operational and cultural overhaul, in April 2010 Insight Communications was planning the next phase of its development. Insight was a New York-based provider of cable, landline phone, and high-speed Internet service to... View Details
- August 2002 (Revised August 2002)
- Case
Raiser Senior Services--The Stratford (A)
By: H. Kent Bowen and Alison Berkley Wagonfeld
Focuses on modifying operations to increase profitability at an upscale senior care facility in California. Jennifer Raiser, president of Raiser Senior Services, opened the Stratford in 1992 as a high-end, continuing-care retirement community. Ten years later, the... View Details
Keywords: Cost Management; Profit; Saving; Health Care and Treatment; Age; Management Teams; Problems and Challenges; Ethics; Legal Liability; Business Growth and Maturation; Service Industry; Service Industry; California
Bowen, H. Kent, and Alison Berkley Wagonfeld. "Raiser Senior Services--The Stratford (A)." Harvard Business School Case 603-013, August 2002. (Revised August 2002.)
- August 1994 (Revised May 1995)
- Case
Engineering Inspection & Insurance Company
By: Robert H. Hayes
Engineering Inspection & Insurance Co. (EIIC) is a small but highly successful company that offers machinery and boiler inspection and insurance services. After years of above-average growth and profits, both are retreating toward the industry average, policy delivery... View Details
Keywords: Service Operations; Business Strategy; Organizational Design; Organizational Structure; Insurance; Strategic Planning; Problems and Challenges; Insurance Industry; United States
Hayes, Robert H. "Engineering Inspection & Insurance Company." Harvard Business School Case 695-009, August 1994. (Revised May 1995.)
- July 2001 (Revised December 2001)
- Case
WeServeHomes.com
ServiceMaster, a Fortune 500 supplier of home services such as Terminex, Trugreen (lawn care), and MerryMaids, has a 50% interest in an Internet start-up designed to attract new customers to its services and help service providers improve quality and lower costs.... View Details
Keywords: Organizational Change and Adaptation; Internet and the Web; Information Technology; Service Operations; Service Delivery; Service Industry
Hallowell, Roger H., and David Kiron. "WeServeHomes.com." Harvard Business School Case 802-004, July 2001. (Revised December 2001.)
- January 1996 (Revised April 1997)
- Case
Deutsche Allgemeinversicherung
Describes the application of statistical process control in a service industry. In this case, Annette Kluck must decide how to adopt manufacturing-based principles to a service process ranging from customer account setup to legal services. View Details
Upton, David M. "Deutsche Allgemeinversicherung." Harvard Business School Case 696-084, January 1996. (Revised April 1997.)
- February 2015 (Revised June 2017)
- Case
Intrapreneurship at DaVita HealthCare Partners
By: Joseph B. Fuller, David J. Collis and Matthew G. Preble
Josh Golomb, president and general manager of DaVita Rx (Rx), was about to meet with Kent Thiry, CEO of Rx's corporate parent, DaVita Healthcare Partners Inc. (DaVita), in August 2013. The two would discuss whether Golomb should lead a new DaVita venture, Paladina... View Details
Keywords: Intrapreneurship; Entrepreneurial Organizations; Startup Management; Startup; Strategic Positioning; Corporate Entrepreneurship; Corporate Strategy; Business Startups; Strategic Planning; Competitive Strategy; Health Industry; United States
Fuller, Joseph B., David J. Collis, and Matthew G. Preble. "Intrapreneurship at DaVita HealthCare Partners." Harvard Business School Case 315-046, February 2015. (Revised June 2017.)
- February 2021
- Case
Enterprise Agility at Komerční Banka
By: Euvin Naidoo, Suraj Srinivasan and Sarah Gulick
In 2017, Jan Juchelka, the new CEO of Komerční Banka, identified the need for the bank to start an enterprise wide agile transformation. He started by working to create a sense of urgency to kick-start a process to enable the level of service delivery to customers he... View Details
Keywords: Agile; Agility; Transformation; Organizational Structure; Business Headquarters; Management Analysis, Tools, and Techniques; Management Systems; Banking Industry; Czech Republic
Naidoo, Euvin, Suraj Srinivasan, and Sarah Gulick. "Enterprise Agility at Komerční Banka." Harvard Business School Case 121-020, February 2021.
- 16 May 2011
- Research & Ideas
What Loyalty? High-End Customers are First to Flee
domestic bank operating in more than 20 states from 2002 to 2006. In addition to proving what earlier models only hinted at—that new challengers offering high levels of service can siphon off the best... View Details
Keywords: by Julia Hanna
- December 2012
- Case
Delwarca Software Remote Support Unit
By: Roy D. Shapiro and Paul E. Morrison
Delwarca Software provides business software to large corporate clients around the world. The firm serves customers who prefer to assemble corporate solutions using a combination of software programs from various suppliers rather than implementing a single enterprise... View Details
Keywords: Service Operations; Service Delivery; Mathematical Methods; Applications and Software; Problems and Challenges; Customer Satisfaction; Information Technology Industry
Shapiro, Roy D., and Paul E. Morrison. "Delwarca Software Remote Support Unit." Harvard Business School Brief Case 913-541, December 2012.
- August 2016 (Revised July 2018)
- Case
Accenture Human Capital Strategy
By: Paula A. Price, V.G. Narayanan and James Weber
Accenture is a leading global consulting, technology, and outsourcing company. It has clients and its own operations throughout the world. This case describes the human resources and related activities necessary to deliver its services to clients. It allows students to... View Details
Keywords: Management Consulting; Technology Consulting; Outsourcing; Human Resources; Activity Based Costing and Management; Management Practices and Processes
Price, Paula A., V.G. Narayanan, and James Weber. "Accenture Human Capital Strategy." Harvard Business School Case 117-032, August 2016. (Revised July 2018.)
- September 2016
- Case
Designing Performance Metrics at GoDaddy
By: C. Fritz Foley and Michael Lemm
Scott Wagner has recently joined GoDaddy, a leading provider of cloud-based software and services that helped individuals and small businesses establish a web presence, in the dual role of chief operating officer and chief financial officer. One of his first tasks is... View Details
Keywords: Motivation and Incentives; Management Practices and Processes; Performance Evaluation; Compensation and Benefits; Web Services Industry
Foley, C. Fritz, and Michael Lemm. "Designing Performance Metrics at GoDaddy." Harvard Business School Case 217-004, September 2016.
- September 1993 (Revised January 1996)
- Case
Kumon Educational Institute USA
The vice president of operations at Kuman Educational Institute USA is faced with the pressures of transferring a successful Japanese educational service concept to the United States. Kumon, a for-profit after-school supplementary educative center, specializes in... View Details
Loveman, Gary W. "Kumon Educational Institute USA." Harvard Business School Case 694-032, September 1993. (Revised January 1996.)
- September 1995 (Revised March 2023)
- Background Note
Process Fundamentals
By: Ann E. Gray and James Leonard
This note provides an introduction for a course or module covering the basic elements of production or service operations and how processes are managed. Begins by discussing the activities that take place in a "process." Analysis tools such as the process flow diagram... View Details
Gray, Ann E., and James Leonard. "Process Fundamentals." Harvard Business School Background Note 696-023, September 1995. (Revised March 2023.)
- May 2015 (Revised January 2017)
- Case
Bharti Infratel: Unlocking Value in Mobile Infrastructure
By: Ramon Casadesus-Masanell, Prashant Salwan, Tanya Bijlani and Rachna Tahilyani
Bharti Infratel, a telecom tower company, provides shared telecom infrastructure to mobile operators in India. It is a spin off from Bharti Airtel, India's largest leading mobile services operator. Bharti Infratel partnered with its rivals, Vodafone and Idea Cellular,... View Details
Keywords: Collaboration; Strategic Alliances (Business); Mobile Phone Industry; Mergers and Acquisitions; Competitive Strategy; Corporate Strategy; Mobile and Wireless Technology; Telecommunications Industry; Asia; India
Casadesus-Masanell, Ramon, Prashant Salwan, Tanya Bijlani, and Rachna Tahilyani. "Bharti Infratel: Unlocking Value in Mobile Infrastructure." Harvard Business School Case 715-459, May 2015. (Revised January 2017.)
- June 1989 (Revised July 1993)
- Case
CIGNA Worldwide
By: John A. Quelch
A CIGNA Worldwide (CWW) task group of European country directors and key functional managers is meeting in November 1988 to discuss how CWW should respond to the European Community's plan to remove existing internal barriers and restrictions to the free flow of goods... View Details
Keywords: Multinational Firms and Management; Insurance; Competitive Strategy; Emerging Markets; Trade; Insurance Industry; Europe
Quelch, John A. "CIGNA Worldwide." Harvard Business School Case 589-098, June 1989. (Revised July 1993.)
- March 2023
- Case
Woven Planet - Designing Software for the Car of the Future
By: Gary P. Pisano and Catherine Piner
Founded in 2021, Woven Planet Holdings—a subsidiary of Toyota Motor Corporation—was developing Arene, an automotive software platform consisting of an operating system, development and simulation tools, and a cloud-based service that could store and analyze vehicle... View Details
Keywords: Technology; Automated Driving; Innovation; Organizational Culture; Applications and Software; Safety; Product Launch; Product; Auto Industry; Technology Industry
Pisano, Gary P., and Catherine Piner. "Woven Planet - Designing Software for the Car of the Future." Harvard Business School Case 623-064, March 2023.
- January 2013 (Revised October 2013)
- Case
Chef Davide Oldani and Ristorante D'O
By: Gary Pisano, Alessandro Di Fiore, Elena Corsi and Elisa Farri
This case examines the unique business model of Ristorante D'O, a high end gourmand restaurant located near Milan, Italy. Founded by Chef Davide Oldani, D'O offers meals at approximately one-third the price of other Michelin starred restaurants. Oldani has made this... View Details
Keywords: Business Model; Expansion; Creativity; Competitive Strategy; Retail Industry; Food and Beverage Industry; Milan
Pisano, Gary, Alessandro Di Fiore, Elena Corsi, and Elisa Farri. "Chef Davide Oldani and Ristorante D'O." Harvard Business School Case 613-080, January 2013. (Revised October 2013.)
- June 2020
- Case
Agile Consumer Product Innovation with Alibaba's Tmall Innovation Center
By: William R. Kerr, Daniel O'Connor and James Palano
Consumer products companies were beset by changes on all sides during the 2010s. Customers were increasingly turning to ecommerce platforms rather than shopping in-store. Meanwhile, nimble, digitally-savvy competitors were gaining market share by capitalizing on the... View Details
Keywords: Future Of Work; Retail; Ecommerce; Alibaba; Consumer Products; Innovation; Innovation and Invention; Product Development; Consumer Behavior; E-commerce; Consumer Products Industry; Retail Industry; China
Kerr, William R., Daniel O'Connor, and James Palano. "Agile Consumer Product Innovation with Alibaba's Tmall Innovation Center." Harvard Business School Case 820-087, June 2020.
- 25 Nov 2008
- First Look
First Look: November 25, 2008
about the benefits of the privatization of water services amongst low and middle-income groups immediately after the 2006 nationalization. Negative opinions about the privatization prevail. These are particularly strong amongst households... View Details
Keywords: Martha Lagace