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  • February 2024 (Revised December 2024)
  • Case

Best Buy Health: Enabling Care at Home

By: Robert S. Huckman, Rosabeth Moss Kanter, Antonio Moreno, Bradley Staats and Sarah Mehta
This case explores retailer Best Buy’s decision to enter health care. Best Buy Health aims to enable care at home across three prongs: consumer health, active aging, and virtual care. A key pillar of Best Buy Health's strategy is leveraging the Geek Squad—the company's... View Details
Keywords: Business Ventures; Health Care and Treatment; Innovation and Invention; Business Strategy; Market Entry and Exit; Service Delivery; Service Operations; Electronics Industry; Health Industry; Retail Industry; United States; Minnesota
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  • 08 Mar 2004
  • Research & Ideas

Creating Value in Your Business Ecosystem

delivery of a company's own offerings. Like an individual species in a biological ecosystem, each member of a business ecosystem ultimately shares the fate of the network as a whole, regardless of that member's apparent strength. From... View Details
Keywords: by Marco Iansiti & Roy Levien
  • June 2020
  • Case

RBC: Transforming Transformation (A)

By: Ethan Bernstein, Francesca Gino and Aldo Sesia
In 2017, the Royal Bank of Canada (RBC), a Canadian financial icon, mandated a swat team of “enablers of collaboration” (their job description) to support the personal and commercial bank in the enterprise-wide RBC Cultural Transformation initiative. Historically,... View Details
Keywords: Service Delivery; Information Technology; Transformation; Change Management; Collaborative Innovation and Invention; Innovation and Management; Decision Making; Human Resources; Management Systems; Organizational Design; Organizational Structure; Groups and Teams; Management Teams; Financial Services Industry; Financial Services Industry; Canada
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  • Web

Valerie Porciello | About

Corporation managing the organizational transformation of an IT service delivery business spanning the Northeastern U.S. She holds a bachelor's degree, summa cum laude, and an MBA with high distinction from... View Details
  • 20 Apr 2020
  • Blog Post

Introducing LivelyHood, A Volunteer Nonprofit Founded in Response to COVID-19

center was ending its daily food service for the elderly. She wondered how these vulnerable people would get food. And another classmate, Merrill, posted to Facebook to see if anybody in his hometown could help pick up groceries for his... View Details
  • Web

Organizational Leadership Course | HBS Online

note that Qualtrics—the tool used in the delivery of the Learning Path Tool— does not provide services to individuals in Russia and Belarus. If you take Organizational Leadership from any of these countries,... View Details
  • 13 May 2019
  • Blog Post

The Many Facets of Becoming a Mother at HBS

brought new life into the world during their time here. Find out how they juggled class time, cases, social lives, and motherhood through each of their amazing stories.  Ally Wagner (MBA 2019) Pregnant RC | Delivery EC | Newborn during... View Details
  • 31 Jul 2017
  • HBS Case

It’s Hard to Fix the Family Business Without Offending the Family

Le is grappling with a host of operational challenges at Pho Hoa that include poor service and variable food delivery times for the menu’s wide array of 150 items. While his father has stepped aside, Tam’s... View Details
Keywords: by Julia Hanna; Food & Beverage
  • 01 Oct 2013
  • First Look

First Look: October 1

kitchens; these shops would receive sandwich deliveries throughout the day from a nearby "parent" shop. Would Pret's employees and customers accept twin shops or view them as counter to the Pret culture? Through this decision... View Details
Keywords: Sean Silverthorne
  • September 2020 (Revised February 2021)
  • Case

Zameer Kassam Fine Jewelry: Engaging Clients

By: Ryan W. Buell and Amy Klopfenstein
Zameer Kassam Fine Jewelry (ZKFJ) designs custom engagement rings that tell the story of a couple’s relationship. The case describes the company’s process for engaging clients, which has historically been a relatively offline, high-touch experience. Obliged by... View Details
Keywords: Customer Engagement; Service Delivery; Health Pandemics; Internet and the Web; Customer Satisfaction; Organizational Change and Adaptation; Growth and Development; Retail Industry
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  • Web

Providers - Institute For Strategy And Competitiveness

reliable. Physician referrals should be based on excellent patient results, together with the ability of referred providers to share information and integrate care across the entities involved in the care cycle. Improve the process of care View Details
  • 26 Nov 2001
  • Research & Ideas

How Toyota Turns Workers Into Problem Solvers

concluded that Toyota has come up with a powerful, broadly applicable answer to a fundamental managerial problem. The products we consume and the services we use are typically not the result of a single person's effort. Rather, they come... View Details
Keywords: by Sarah Jane Johnston; Manufacturing; Transportation; Auto
  • 18 Jan 2018
  • News

The Lessons of All-Day Breakfast

look at our voice data, which is our receipt-based data. The second area is around operations, so we look very closely at service times, labor, and really just trying to understand the implications of changing our operations. And then the... View Details
Keywords: Food Services and Drinking Places; Food Services and Drinking Places
  • 22 Aug 2022
  • Research & Ideas

Can Amazon Remake Health Care?

successful if owned by say, United or CVS or Walgreens or Humana, than if owned by Amazon. Gazette: Amazon is highly customer-driven and known for finding ways to streamline its operations to provide greater efficiencies and save the company money. That can result in... View Details
Keywords: by Christina Pazzanese, Harvard Gazette; Health
  • Web

HBS - Financials | Supplemental Financial Information

13,101 in fiscal 2021, a 20 percent increase over the prior year. The group also delivered virtual custom programs in a range of industries, piloting new delivery models that accommodated the needs of clients to reach large-scale... View Details
  • Web

Courses by Faculty Unit - Course Catalog

Managing and Innovating in Financial Services David Scharfstein Spring 2025 Q3Q4 3.0 Market Perspectives (previously Finance and Capitalism) Robin Greenwood Richard Ruback Fall 2024 Q1Q2 3.0 Private Equity Finance Victoria Ivashina Ted... View Details
  • 04 Apr 2018
  • Research & Ideas

Smart Cities are Complicated and Costly: Here's How to Build Them

Chombosan Much promotion of smart cities assumes that municipalities will take a proactive, top-down, technology-first approach to urban progress. Thus far, these initiatives look for some forward-thinking city official (or immensely deep-pocketed private investor) to... View Details
Keywords: by John Macomber; Construction; Green Technology
  • Web

2022 Reunion Presentations - Alumni

customers are partitioned away from the operation, they are less likely to fully appreciate the work going on behind the scenes, causing them to place a lower value on the product or service being offered. To address this problem, leaders... View Details
  • 01 Jan 2011
  • News

Karen Gordon Mills, MBA 1977

financing that ranges from micro loans to help home-based businesses buy delivery trucks to sophisticated loans to build factories, she believes the SBA can stimulate "not just initial product creation, but production innovation,... View Details
  • November 2009
  • Supplement

Managing a Global Team: Greg James at Sun Microsystems, Inc. (B)

By: Tsedal Neeley
This case updates students on the steps Greg James took to solve the problems that instigated the crisis documented in “Managing a Global Team: Greg James at Sun Microsystems, Inc. (A).” We find out how James solves the process problems involved in his team's breakdown... View Details
Keywords: Customer Satisfaction; Globalized Firms and Management; Crisis Management; Service Delivery; Business Processes; Performance Productivity; Groups and Teams; Technology Industry
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