Scaling Service Operations - Publications - Faculty & Research - Harvard Business School

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16 Apr 2019
Working Paper Summaries

Can Biometric Tracking Improve Healthcare Provision and Data Quality? Experimental Evidence from Tuberculosis Control in India

Keywords: by Thomas Bossuroy, Clara Delavallade, and Vincent Pons; Health; Medical Devices & Supplies

12 Mar 2019
Blog Post

What I Learned in the Africa Rising Short Intensive Program

perhaps the most cited rationale by investors and firms seeking to explain their ambitions for operations on the Continent. Yet in the intervening decade since The Economist published its namesake issue, many investors and firms have... View Details

May 2008
Background Note

The Producing Manager: A Double-Barreled Role

By: John J. Gabarro and Thomas J. DeLong

The purpose of this note is to ground and amplify on the characteristics and challenges of the producing manager role. It is in response to requests from participants for a piece of "take away" material that can be shared with colleagues in professional service firms... View Details

Keywords: Managerial Roles; Production; Service Operations; Practice

March 2021 (Revised July 2021)
Case

Resident

By: Jeffrey F. Rayport and Thomas O. Jones

Launched in 2016, Resident was a leading player in the direct-to-consumer bed-in-a-box mattress market, where it was one of at least 175 venture-backed companies competing in the space. By late 2020, it had realized over $500 million in revenue, profitability in the... View Details

Keywords: Digital Marketing; Business Growth and Maturation; Operations; Entrepreneurship; Competitive Strategy; Initial Public Offering; Decisions; Marketing Strategy; Cash Flow; Demand and Consumers

December 2002 (Revised October 2006)
Case

Commerce Bank

By: Frances X. Frei and Corey B. Hajim

Commerce Bank has become one of the fastest growing banks in the country, despite having defied conventional wisdom about how to grow deposits. Banks historically have grown either by competing on deposit rates or through acquisitions that expand their deposit base.... View Details

Keywords: Business Model; Design; Growth and Development Strategy; Service Operations; Competition; Banking Industry

November 2020 (Revised September 2021)
Case

HP Instant Ink: (Self) Disrupting the Consumer Printing Market

By: Elie Ofek, Marco Bertini, Oded Koenigsberg and George Gonzalez

Seeking to disrupt the consumer printing market (before being disrupted by others), and in response to customer pain points, in 2013 HP Inc. launched an ink replenishment service called Instant Ink, where customers pay a monthly subscription fee based on the number of... View Details

Keywords: Printing; Ink; Subscription Model; Customers; Information Infrastructure; Service Delivery; Business Model; Disruption; Growth and Development Strategy

28 Feb 2022
Research & Ideas

How Racial Bias Taints Customer Service: Evidence from 6,000 Hotels

Hotels, restaurants, and other businesses in the service industry often thrive or die depending on whether they provide exemplary customer service, but new research shows that the color of a customer’s skin can determine whether the... View Details

Keywords: by Pamela Reynolds

February 2013
Case

New Enterprise Associates

By: Felda Hardymon and Tom Nicholas

NEA was established in 1977 and it subsequently morphed into one of the largest venture capital firms in the world. Despite its size and significance, some other firms established during the same era such as Kleiner-Perkins and Sequoia (both were established in 1972),... View Details

Keywords: Organizational Change and Adaptation; Venture Capital; Organizational Structure; Innovation and Invention; Financial Services Industry; United States

2008
Working Paper

The Effect of Labor on Profitability: The Role of Quality

By: Zeynep Ton

Determining staffing levels is an important decision in retail operations. While the costs of increasing labor are obvious and easy to measure, the benefits are often indirect and not immediately felt. One benefit of increased labor is improved quality. The objective... View Details

Keywords: Profit; Selection and Staffing; Service Delivery; Business Processes; Quality; Retail Industry

11 May 2011
News

Multinational manufacturers: Moving back to America

January 2009 (Revised October 2012)
Case

Semiconductor Manufacturing International Corporation: 'Reverse BOT'

Semiconductor Manufacturing International Corporation (SMIC) is executing a strategy that leverages the desires of municipalities in China to build clusters of high technology companies. By partnering with those cities to build new semiconductor fabs that SMIC would... View Details

Keywords: Growth and Development Strategy; Industry Clusters; Infrastructure; State Ownership; Business and Community Relations; Semiconductor Industry; China

January 2021
Article

'Mobile'izing Agricultural Advice: Technology Adoption, Diffusion and Sustainability

By: Shawn A. Cole and A. Nilesh Fernando

We examine the role of management in agricultural productivity by evaluating a mobile-phone based agricultural advice service provided to farmers in India. Demand for advice is high, and advice changes practices, increasing yields in cumin (28%) and cotton (8.6% for a... View Details

Keywords: Agricultural Extension; Informational Inefficiencies; Technology Adoption; Agribusiness; Information; Mobile Technology; India

Find at Harvard

April 2023
Supplement

Fresh Food Generation

By: Brian Trelstad

Instructors should consider the timing of making videos available to students, as they may reveal key case details.

This case highlights one of five BIPOC entrepreneuers in the Boston area as part of the HBS Impact Investment Fund. In fall 2021, a team of... View Details

Keywords: Growth and Development Strategy; Entrepreneurship; Race; Food and Beverage Industry

July 2010 (Revised September 2011)
Background Note

Hiring Professionals in China: A Practitioner's Guide

By: Heidi K. Gardner

This note outlines how leading professional service firms operating in China revise their standard hiring practices to fit local challenges and customs. Based on interviews with professionals in a number of established accounting, strategy consulting, and executive... View Details

Keywords: Talent and Talent Management; Globalized Firms and Management; Employees; Selection and Staffing; Service Industry; China

February 18, 2022
Article

Transparency as a Solution for COVID-19 Related Hospital Capacity Issues

By: Regina E. Herzlinger and Richard Boxer

In the initial phases of the COVID-19 pandemic, many U.S. hospitals could not provide an adequate supply of beds to meet demand. Solving the problem of hospital bed capacity is of great importance in the “new normal,” which requires recognizing that SARS-CoV-2 is but... View Details

Keywords: COVID; COVID-19 Pandemic; Health Care; Health Care Demand; Health Care Delivery; Health Care Industry; Health Care Operations; Health Care Policy; Transparency; Hospital; Hospital Management; Hospitals; Health Pandemics; Health Care and Treatment; Service Delivery; Operations; Performance Capacity; Policy; Health Industry

08 Aug 2011
Research & Ideas

The Death of the Global Manager

while confirming and further exploring some basic challenges that have, more or less, remained the same. "There are three core strategies that any MNC has to pursue to build layers of competitive advantage," Bartlett says. "The first is to use worldwide... View Details

Keywords: by Julia Hanna

September 2002 (Revised October 2002)
Case

Bank of America (A)

By: Stefan H. Thomke and Ashok Nimgade

Describes how Bank of America is creating a system for product and service innovation in its retail banking business. Emphasis is placed on the role of experimentation in some two-dozen real-life "laboratories" that serve as fully operating banking branches and as... View Details

Keywords: Motivation and Incentives; Problems and Challenges; Innovation and Management; Risk and Uncertainty; Change; Failure; Banks and Banking; Learning; Banking Industry

March 2021 (Revised March 2024)
Case

M-KOPA: Empowering Lives

By: V. Kasturi Rangan, Wale Lawal and Pippa Tubman Armerding

The Pay As You Go solar power company in East Africa had sales of $71 million in 2019. It wished to grow to $300 million by 2025. M-KOPA, founded by three entrepreneurs in 2011, had grown nicely in Kenya and Uganda to reach nearly 750,000 households with an innovative... View Details

Keywords: Mobile Payment; Go-to-market Strategy; Business At The Base Of The Pyramid; Business Growth; Social Entrepreneurship; Renewable Energy; Business Model; Growth and Development Strategy; Expansion; Marketing Strategy; Developing Countries and Economies; Kenya; Uganda; Nigeria

December 1980 (Revised February 1998)
Case

McDonald's Corp. (Condensed)

By: W. Earl Sasser and David C. Rikert

Describes the operating system of McDonald's, the world's most successful fast food chain. The case does not have a decision focus; it is designed for use with Burger King Corp. Students are asked to compare the operating systems of these two fast food hamburger... View Details

Keywords: Service Operations; Competition; Food and Beverage Industry

September 2024
Case

TechEnergy Ventures: Innovating Through Corporate Venture Capital

By: Rebecca Karp and Lena Duchene

This case examines TechEnergy Ventures, the corporate venture capital (CVC) arm of the Techint Group, and its role in scaling innovation within the energy sector. Founded in 2021, TechEnergy Ventures operates with a mandate to invest in disruptive technologies to... View Details

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