Service Delivery - Publications - Faculty & Research

06 Oct 2020
Sharpening Your Skills

18 Tips Managers Can Use to Lead Through COVID's Rising Waters

should focus on providing real solutions to the crisis rather than hard-core selling, with the request that brands work to connect their products and services to the alleviation of crisis-related suffering and challenges. 54 percent of... View Details

Keywords: by Sean Silverthorne

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Published CSV Cases - Institute For Strategy And Competitiveness

its retail stores. In 2015, the U.S. health care system continued to evolve. Health systems were expanding and consolidating, new health care delivery models were emerging, reimbursement was changing, while some physician lobbying groups... View Details

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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Credential of Leadership, Impact, and Management in Business | HBS Online

managers, for the assessment. Please 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... View Details

06 Sep 2022
Blog Post

Student Spotlight: Summer Internships in Business & Environment

was Corporate Strategy at PepsiCo / Growth at SodaStream. Dallin McKinnon (MBA 2023, Section J), Summer Internship: Strategy MBA Intern at Volta Trucks Volta Trucks is a full-electric commercial vehicle manufacturer and services company.... View Details

11 Aug 2003
Research & Ideas

Why Budgeting Kills Your Company

Similarly, each branch manager gets to decide what resources the unit needs. To make its central services more responsive to market demands, Handelsbanken conducts an annual round of negotiations in which cost estimates and the View Details

Keywords: by Loren Gary

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

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

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

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

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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

12 Feb 2020
Blog Post

Trying Out New Career Options with SIPs (Short Intensive Programs)

social innovation, as the delivery system for critical goods and services at scale, as the stewards of our cultural heritage, and as advocates for a more just and inclusive society. This SIP will take a... View Details

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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

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Organizational Leadership Course | HBS Online

requires obtaining ratings from at least two colleagues (and ideally at least six)—you will receive a detailed report that provides insight into your leadership and how others experience you. Please note that Qualtrics—the tool used in the 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

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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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

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Courses by Faculty Unit - Course Catalog

Manager’s Role (MDD) (also listed under Strategy) Amy Edmondson Tiona Zuzul Spring 2026 Q3Q4 3.0 Managing Service Operations Ryan Buell Robert Markey Fall 2025 Q1Q2 3.0 Supply Chain Management Kris Ferreira Fall 2025 Q1Q2 3.0 Ananth Raman... View Details

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

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

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