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  • 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
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Edmondson, Amy C., Frances X. Frei, and Corey B. Hajim. "Transformation at the IRS." Harvard Business School Case 603-010, September 2002. (Revised November 2002.)
  • August 2001 (Revised March 2003)
  • Case

PassAct, Inc.

PassAct is a virtual distributor for high-tech R&D components and products, taking orders from researchers within companies, passing them on to appropriate suppliers, and monitoring fulfillment. Customers order from a Web-based catalog with built-in work-flow... View Details
Keywords: Internet and the Web; Order Taking and Fulfillment; Web Services Industry
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McAfee, Andrew P. "PassAct, Inc." Harvard Business School Case 602-026, August 2001. (Revised March 2003.)
  • April 2015 (Revised June 2020)
  • Case

Comcast Corporation (A)

By: Sunil Gupta, Henry McGee, Felix Oberholzer-Gee and Margaret L. Rodriguez
In March 2015, the U.S. television industry received a major wake-up call. HBO, a premium cable channel with over 30 million subscribers, had announced it would begin offering a standalone streaming service. This new service would allow customers to bypass the cable... View Details
Keywords: Cable Television; HBO; Industry Evolution; Television Entertainment; Disruption; Business Model; Competitive Strategy; Media and Broadcasting Industry
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Gupta, Sunil, Henry McGee, Felix Oberholzer-Gee, and Margaret L. Rodriguez. "Comcast Corporation (A)." Harvard Business School Case 715-457, April 2015. (Revised June 2020.)
  • 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
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Lakhani, Karim R., Yael Grushka-Cockayne, Jin Hyun Paik, and Steven Randazzo. "Customer-Centric Design with Artificial Intelligence: Commonwealth Bank." Harvard Business School Case 622-065, October 2021. (Revised December 2021.)
  • May 2012
  • Background Note

Innovation Magic

By: Stefan Thomke and Jason Randal
Why do certain product and service experiences seem like magic, making them all but destined for success, while other items languish on store shelves? For a better understanding of that, perhaps there's no better place to turn to than the world of magic. Consider that... View Details
Keywords: Innovation; Product Differentiation; Experimentation; Personal Strategy & Style; Innovation and Invention; Creativity; Service Operations; Product; Customer Satisfaction
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Thomke, Stefan, and Jason Randal. "Innovation Magic." Harvard Business School Background Note 612-099, May 2012.
  • 31 May 2018
  • Cold Call Podcast

Careem: Riding the First Unicorn in the Middle East

Keywords: Re: Shikhar Ghosh; Transportation

    Ananth Raman

    Ananth Raman is a professor in the Technology and Operations Management area where he has taught courses on various aspects of Operational Excellence—supply chain management, technology and operations management, and service operations—to MBA students... View Details

    Keywords: apparel; retailing; software
    • September 2001 (Revised August 2004)
    • Case

    Rapid Rewards at Southwest Airlines

    By: Frances X. Frei and Corey B. Hajim
    Southwest Airlines is well known as the low-fare airline that has achieved ongoing financial success in one of the most financially troubled industries in the United States. Told from the perspectives of two Southwest customers--a frequent flier and a more typical... View Details
    Keywords: Customer Relationship Management; Air Transportation; Service Operations; Service Delivery; Air Transportation Industry
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    Frei, Frances X., and Corey B. Hajim. "Rapid Rewards at Southwest Airlines." Harvard Business School Case 602-065, September 2001. (Revised August 2004.)
    • October 2023 (Revised February 2024)
    • Case

    Loris

    By: Shunyuan Zhang, Das Narayandas, Stacy Straaberg and David Lane
    In December 2022, Loris’s executive team considered their go-to-market strategy. Loris was an artificial intelligence (AI) software startup for the customer service industry with two products on the market: 1) Agent Assist which provided customer service agents (CSAs)... View Details
    Keywords: Decisions; Growth and Development Strategy; Product Launch; Product Positioning; Business Strategy; Competitive Strategy; Business Startups; AI and Machine Learning; Applications and Software; Marketing Strategy; Sales; Technology Industry; United States
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    Zhang, Shunyuan, Das Narayandas, Stacy Straaberg, and David Lane. "Loris." Harvard Business School Case 524-010, October 2023. (Revised February 2024.)
    • November 2016 (Revised February 2017)
    • Case

    BrightStar Care: The Evolution of a Leadership Team

    By: Boris Groysberg, Colleen Ammerman and John D. Vaughan
    BrightStar Care was a rapidly growing franchise of home health care agencies. Founded by husband and wife team JD and Shelly Sun as a single agency near Chicago in 2002, BrightStar had opened nearly 300 franchises across the United States by 2016, generating over $300... View Details
    Keywords: Health Care Services; Entrepreneurs; Board Of Directors; Boards Of Directors; Health Care Industry; Growth Strategy; Organizational Change; Brand Positioning; Entrepreneurial Organizations; Entrepreneurial Management; Franchising; Family-owned Business; Home Health Care; Managing Growth; Management Styles; Organizational Development; Talent Management; Women Executives; Women And Leadership; Business Startups; Family Business; Small Business; Talent and Talent Management; Governing and Advisory Boards; Health Care and Treatment; Human Capital; Leadership Development; Leadership Style; Business or Company Management; Growth and Development Strategy; Management Analysis, Tools, and Techniques; Management Skills; Management Style; Management Succession; Management Systems; Management Teams; Brands and Branding; Marketing Strategy; Strategy
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    Groysberg, Boris, Colleen Ammerman, and John D. Vaughan. "BrightStar Care: The Evolution of a Leadership Team." Harvard Business School Case 417-020, November 2016. (Revised February 2017.)
    • April 2011
    • Case

    Porcini's Pronto: "Great Italian cuisine without the wait!"

    By: James L. Heskett and Richard Luecke
    Porcini's Inc. operates a chain of 23 full-service restaurants located near shopping malls and downtown areas in the northeastern United States. Known for providing excellent service, Porcini's serves high-quality Italian cuisine made from fresh ingredients. Looking... View Details
    Keywords: Franchising; Syndication; Quantitative Analysis; Performance Measurement; Human Resource Management; Incentives; Motivation; Consumer Behavior; Measurement and Metrics; Quality; Customer Value and Value Chain; Selection and Staffing; Expansion; Business Growth and Maturation; Service Delivery; Franchise Ownership; Customer Focus and Relationships; Product Marketing; Service Industry; Service Industry; Northeastern United States
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    Heskett, James L., and Richard Luecke. Porcini's Pronto: "Great Italian cuisine without the wait!". Harvard Business School Brief Case 114-277, April 2011.
    • 01 Dec 2017
    • News

    2017 in Finance: Helping Consumers Improve Their Financial Life

    Large consumer banks have historically collected a lot of data on their customers, which they have used to sell standardized products. Increasingly, however, we have seen new entrants using customer data to help the consumer and provide... View Details
    Keywords: Omer Ismail (MBA 2007), chief commercial officer, Marcus by Goldman Sachs, the firm’s digital consumer financial services business; Finance
    • 25 Apr 2016
    • News

    Was Your Dog Walked? Your Phone Can Show You

    • 25 May 2011
    • HBS Case

    QuikTrip’s Investment in Retail Employees Pays Off

    Ton says the key is making the right operating decisions. "You can invest in your people and offer low prices," she says. "And guess what? You'll have a service advantage too." For QuikTrip, that advantage is evident... View Details
    Keywords: by Julia Hanna; Retail
    • April 2004 (Revised July 2007)
    • Case

    OfficeTiger

    By: Joseph B. Lassiter III and Johanna Regine Naunton Blaxall
    OfficeTiger was founded in late 1999 with an innovative approach to global outsourcing. The company's employees, located primarily in India, provided services for corporations, investment banks, and professional services firms throughout the United States, Europe, and... View Details
    Keywords: Mergers and Acquisitions; Globalized Markets and Industries; Job Cuts and Outsourcing; Growth and Development Strategy; Service Operations; India
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    Lassiter, Joseph B., III, and Johanna Regine Naunton Blaxall. "OfficeTiger." Harvard Business School Case 804-109, April 2004. (Revised July 2007.)
    • TeachingInterests

    FIELD Global Immersion

    By: Allison H. Mnookin
    The FIELD Global Immersion course sends student teams into global markets around the world, requiring them to develop a new customer experience, product or service concept for a global partner organization leveraging design thinking innovation techniques. View Details
    • August 2016 (Revised January 2020)
    • Case

    Breakfast at the Paramount

    By: Ryan W. Buell
    The Paramount is a 44-seat diner on Charles Street in the Beacon Hill neighborhood of Boston. A frequent "Best of Boston" award winner, the restaurant is a perennial favorite among locals and tourists, particularly for brunch on the weekends, when lines often stretch... View Details
    Keywords: Food; Management Practices and Processes; Service Delivery; Service Industry; Service Industry; Boston
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    Buell, Ryan W. "Breakfast at the Paramount." Harvard Business School Case 617-011, August 2016. (Revised January 2020.)
    • 23 Mar 2017
    • Cold Call Podcast

    Cost-cutting Leads to Turbulence in the Airline Industry

    Keywords: Re: Susanna Gallani; Air Transportation; Travel
    • September 2010
    • Case

    Angie's List

    Angie's List is a paid subscription-based service that gives consumers online access to member-submitted reviews of plumbers, electricians, and other home service providers. Customer and revenue growth are strong, but customer acquisition costs are high and the company... View Details
    Keywords: Internet and the Web; Price; Competitive Advantage; Product Launch; Service Industry; United States
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    Weaver, Ray. "Angie's List." Harvard Business School Case 511-063, September 2010.
    • October 1995 (Revised June 1996)
    • Case

    Li & Fung (Trading) Ltd.

    Li & Fung, one of the largest export trading companies in Asia, works primarily as an agent to connect U.S. and European manufacturers and retailers of nondurable, mass-market consumer goods with suppliers located all over East Asia who manufacture products according... View Details
    Keywords: Networks; Marketplace Matching; Supply Chain Management; Trade; Manufacturing Industry; Retail Industry; Asia; United States; Europe
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    Loveman, Gary W., and Jamie O'Connell. "Li & Fung (Trading) Ltd." Harvard Business School Case 396-075, October 1995. (Revised June 1996.)
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