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January 2010 (Revised August 2011)
Case

United Breaks Guitars

By: John A. Deighton and Leora Kornfeld

When social media propagate a complaint about poor customer service, an international media event ensues. How do viral videos spread and what can firms do about them? This case dissects an incident in which a disgruntled customer used YouTube and Twitter to spread a... View Details

Keywords: Communication Technology; Customer Satisfaction; Marketing Communications; Marketing Strategy; Consumer Behavior; Network Effects; Service Delivery; Social and Collaborative Networks; Internet; Air Transportation Industry

April 2013
Case

Southfield Packaging

By: Michael Beer and Alisa Zalosh

Southfield Packaging provides packaging materials and services to medical device manufacturers. The case examines the relationship between a corporate vice president, Mark Sanders, and one of his direct reports, Regional Manager Frank Belby. Sanders' preparation for... View Details

Keywords: Rank and Position; Performance Evaluation; Problems and Challenges; Management Teams; Service Industry; Service Industry; Service Industry

June 2017 (Revised October 2017)
Case

Organizing for Performance: Four Vignettes

By: Robert Simons

This case provides four examples of organizations with very different business strategies: Walmart, Starbucks, Harvard Business School, and Google. To support their varying strategies, each of these organizations requires a specific configuration to provide the most... View Details

Keywords: Strategy And Execution; Management Control Systems; Organization; Span Of Control; Job Design; Resource Allocation; Organizational Design; Competitive Strategy; Value Creation

October 2006
Case

Lean at Wipro Technologies

Wipro Technologies, a rapidly growing software services firm based in India, decided to use principles from the Toyota Production System (also known as lean) to fundamentally change their operating model. Looks at why Wipro chose to use lean and how they went about... View Details

Keywords: Organizational Change and Adaptation; Competitive Advantage; Applications and Software; Operations; Information Technology Industry; India

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

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

January 1994 (Revised March 1995)
Case

NovaCare, Inc.: Living the Vision

By: Lynn S. Paine

NovaCare's CEO is considering how further to institutionalize the company's espoused values and beliefs. One challenge is integrating two newly acquired businesses; another is better aligning the values of the company's managers with those of its front-line... View Details

Keywords: Organizational Change and Adaptation; Health Care and Treatment; Labor and Management Relations; Management Teams; Values and Beliefs; Mergers and Acquisitions; Mission and Purpose; Health Industry

28 Aug 2023
Research & Ideas

How Workplace Wellness Programs Can Give Employees the Energy Boost They Need

well-being, and their sense of purpose. To support employees, companies should: Increase access to services that drive efficiency and save time. Organizations should offer services, such as childcare, elder care, career coaching, personal... View Details

Keywords: by Hise Gibson

2016
Working Paper

Financial Regulation in a Quantitative Model of the Modern Banking System

By: Juliane Begenau and Tim Landvoigt

How does the shadow banking system respond to changes in the capital regulation of commercial banks? This paper builds a quantitative general equilibrium model with commercial banks and shadow banks to study the unintended consequences of capital requirements. A key... View Details

Keywords: Capital; Commercial Banking

November 2015 (Revised May 2016)
Case

Aspiring Minds

By: Karim R. Lakhani, Marco Iansiti and Christine Snively

By 2015, India-based employment assessment and certification provider Aspiring Minds had helped facilitate over 300,000 job matches through its assessment tools. Aspiring Minds' flagship product, the Aspiring Minds Computer Adaptive Test (AMCAT), used machine learning... View Details

Keywords: Information Technology; Strategy; Higher Education; Technological Innovation; Employment; Technology Industry; India; China

March 2023 (Revised May 2025)
Case

On

By: Ramon Casadesus-Masanell, Karolin Frankenberger and Sascha Mader

Founded in 2010, in just one decade, the Swiss company On had established itself as a main player in global sports footwear and apparel. Based on an unconventional strategy which one of the founders labeled as “obsessively distinct,” On grew its sales with a compound... View Details

02 Aug 2016
First Look

August 2, 2016

the capital regulation of commercial banks? This paper builds a quantitative general equilibrium model with commercial banks and shadow banks to study the unintended consequences of capital requirements. A key feature of our model is defaultable bank liabilities that... View Details

Keywords: Sean Silverthorne

05 Mar 2008
What Do You Think?

Where Will Management Innovation Take Us?

including hiring, training, and firing personnel. All reward teams at all levels for performance. All provide generally unmonitored time for employees to develop product and service innovations as well as... View Details

Keywords: by Jim Heskett

February 1999
Case

Lifeline Systems, Inc. (B)

By: H. Kent Bowen and Marilyn Matis

In 1997, Lifeline Systems continues to grow its service business to $32 million, 56% of the company's total revenues. More local hospital Lifeline programs turn over their monitoring service to Lifeline Central, expanding the company's subscriber base by 30%. The... View Details

Keywords: Health Care and Treatment; Information Technology; Expansion; Cost Management; Growth and Development Strategy; Partners and Partnerships; Change; Customer Relationship Management; Service Operations; Age; Investment; Health Industry; Technology Industry; Cambridge; Boston

Forthcoming
Article

Mitigating the Negative Effects of Customer Anxiety Through Access to Human Contact

By: Michelle A. Kinch and Ryan W. Buell

Prior research in social psychology has shown that when people feel anxious, they seek advice from others. However, companies that operate in high-anxiety settings (like financial services, health care, and education) are increasingly deploying self-service... View Details

Keywords: Anxiety; Self-service; Empirical Operations; Behavioral Operations; Communication Technology; Behavior; Customer Focus and Relationships; Trust; Satisfaction; Financial Services Industry

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March 2008
Exercise

Exercise: Challenging Operational Assumptions

By: Frances X. Frei

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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October 2021
Case

Sparking Growth at Consumer Reports

By: Christina Wallace

Consumer Reports (CR) is a nonprofit organization that traditionally provided independent testing and research on consumer goods. With the need to diversify its audience and revenue streams CR partnered with market research firm Spark No. 9 to identify potential... View Details

Keywords: Nonprofit Management; Innovation; Entrepreneurship; Marketing; Social Media; Innovation and Management; Nonprofit Organizations

October 2010 (Revised November 2010)
Supplement

DLA Piper and Christie's International (B)

By: Robert G. Eccles and Dilyana Karadzhova

Nigel Knowles, joint CEO and Managing Partner of international law firm DLA Piper, responds to Christie's complaint that the relationship between the two organizations has major shortcomings and needs to be improved or will otherwise be terminated. A number of actions... View Details

Keywords: Law; Leadership Style; Organizations; Relationships; Trust; Attorney and Client Relationships; Legal Services Industry

July 3, 2020
Article

Delivery Apps Need to Start Treating Suppliers As Partners

By: Scott Duke Kominers and Ian Macomber

Home delivery has shifted from a luxury service aimed at young urban professionals to a core part of many businesses, which is used by almost everyone. That upheaval has strained capacity of many delivery services and changed how they relate to the suppliers that they... View Details

Keywords: Service Delivery; Supply Chain; Performance Capacity; Performance Efficiency; Entrepreneurship

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Article

Mandate Outcomes Reporting

By: Robert S. Kaplan and Michael E. Porter

Currently, few health care providers measure and report their patient outcomes, which leads to several problems. Attempts to introduce price transparency without outcomes transparency could trigger a “race to the bottom.” Should Medicare coverage be expanded to... View Details

Keywords: Outcomes Reporting; Outcomes Measurement; Medicare; Medicaid; Health Care and Treatment; Outcome or Result; Measurement and Metrics

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