Publications

Read Now

01 Dec 2014
News

Dressing by Number

of expertly picked goodies delivered to your door. (True story: That “aha” moment came courtesy of a delivery of farmer-endorsed seasonal veggies.) Now she’s translated that idea into Stitch Fix, the Pandora of fashion. This rapidly... View Details

Keywords: Christine Lejeune; fashion; cosmetics; Clothing and Clothing Accessories Stores; Retail Trade

July 2000 (Revised August 2005)
Case

Deaconess-Glover Hospital (A)

Chronicles the initial efforts to teach a health care organization to manage itself according to the principles of the Toyota Production System (TPS). Describes the decision and dilemmas that arose from the implementation experiment. Builds on Bowen and Spear's earlier... View Details

Keywords: Management; Service Delivery; Health Care and Treatment; Health Industry; Massachusetts

2 Dec 2019
Other Presentation

Increasing Solar Power

By: Joseph B. Lassiter III and Abby Hopper

Is increasing solar power the answer? Abby Hopper, president and CEO of the Solar Energy Industries Association, and Professor Joe Lassiter discuss how to deliver reliable, clean, low cost power for people everywhere. View Details

Keywords: Solar Power; Renewable Energy; Service Delivery

2013
Working Paper

The Dirty Laundry of Employee Award Programs: Evidence from the Field

By: Timothy Gubler, Ian I. Larkin and Lamar Pierce

Many scholars and practitioners have recently argued that corporate awards are a "free" way to motivate employees. We use field data from an attendance award program implemented at one of five industrial laundry plants to show that awards can carry significant... View Details

Keywords: Motivation and Incentives; Service Delivery; Performance Productivity; Failure; Service Industry

SSRN

Read Now

September 1974
Case

Max-Able Medical Clinic (A)

The issue concerns introduction of a new technology in health care delivery. The case requires the student to analyze the process for delivering health care via a new technology, the multiphasic testing facility. Analysis of patient flow, capacity, choice of tests, and... View Details

Keywords: Service Delivery; Technology Adoption; Health Care and Treatment; Service Industry; Service Industry

October 1999 (Revised January 2000)
Case

Alaska Airlines: For the same price, you just get more...

Alaska Airlines grapples with the issue of whether or not advanced use of technology to enable its customers to serve themselves (self-service) in certain airport functions will help it to achieve competitive advantage. View Details

Keywords: Technology; Service Delivery; Competitive Advantage; Air Transportation Industry; Alaska

01 Dec 2019
News

Accelerating a Gas-on-demand Startup

Service with a Smile: Classmates Nick Alexander (left) and Bryan Frist with one of Yoshi’s service-on-demand vehicles. (photo by Cayce Clifford) The first purpose-built, drive-in gas station opened in Pittsburgh in December 1913. The... View Details

Keywords: April White; startups; on-demand economy; entrepreneurship; Personal Services

Summer 2017
Article

Measuring Consumer Preferences for Video Content Provision via Cord-Cutting Behavior

By: Jeffrey Prince and Shane Greenstein

The television industry is undergoing a generational shift in structure; however, many demand-side determinants are still not well understood. We model how consumers choose video content provision among over-the-air (OTA), paid subscription to cable or satellite, and... View Details

Keywords: Information Technology; Service Delivery; Consumer Behavior; Television Entertainment; Service Industry; Service Industry

April 2001
Teaching Note

Microsoft Carpoint

By: Jeffrey F. Rayport, Steven Silverman and William A. Sahlman

Teaching Note for (9-898-280). For book only - not listed on case. View Details

Keywords: Competitive Strategy; Internet and the Web; Service Delivery; Partners and Partnerships; Change; Customers; Web Services Industry

March 2000 (Revised April 2001)
Case

Jill Greenthal at Donaldson, Lufkin & Jenrette (B): The TCI/AT&T Deal

By: Ashish Nanda, Thomas J. DeLong and Sarah S. Khetani

Documents the hectic and grueling work done by Jill Greenthal's team at Donaldson, Lufkin & Jenrette in an attempt to execute a landmark deal on behalf of a key client. View Details

Keywords: Leadership; Negotiation Process; Service Delivery; Groups and Teams; Entrepreneurship; Negotiation Deal; Gender; Service Industry; Service Industry; Service Industry

July 2003 (Revised June 2010)
Case

FrontPoint Partners

By: Jay O. Light

A hedge fund platform, a new and unique kind of asset management firm, contemplates various client markets for its services. View Details

Keywords: Asset Management; Investment; Demand and Consumers; Digital Platforms; Service Delivery; Financial Services Industry

September 2000 (Revised February 2025)
Case

Netflix (2000)

By: E. Scott Mayfield

The CEO of a successful Internet start-up must decide whether to delay the company's initial public offering following a significant decline in the NASDAQ market during the spring of 2000. The company's CFO is asked to reevaluate the company's projected cash flow needs... View Details

Keywords: Business Model; Contracts; Initial Public Offering; Cash Flow; Service Delivery; Financial Strategy; Web Services Industry

October 1988 (Revised March 1989)
Case

Florida Power Light Quality Improvement (QI) Story Exercise (A)

Florida Power and Light (FPL) has developed a widely acclaimed quality improvement program (QIP). This exercise leads the students through the process that a division of FPL utilized in an attempt to "improve service." Specifically, the process requires students to... View Details

Keywords: Quality; Service Delivery; Performance Improvement; Business Processes; Utilities Industry; Florida

01 Sep 2008
News

In Africa, Porter Sees Lessons for Health Care

the highlands of east Africa, it is HIV and TB patients to whom Porter listens intently as they describe their care and treatment. It’s July 2007, and Porter is on a fact-finding trip to Rwanda, part of his work for the Global Health View Details

Keywords: HIV/AIDS; Ambulatory Health Care Services; Ambulatory Health Care Services

Article

Health Care Providers Need a Value Management Office

By: Robert S. Kaplan, Catherine H. MacLean, Alexander Dresner, Derek A. Haas and Thomas W. Feeley

Many health care organizations are striving to implement a value agenda that delivers better patient outcomes at lower cost, medical condition by medical condition. To accelerate the dissemination and adoption of the value agenda, across many more medical conditions,... View Details

Keywords: Service Delivery; Value; Health Care and Treatment; Health Industry

Register to Read

October 26, 2015
Article

Measuring and Communicating Health Care Value with Charts

By: Robert S. Kaplan, Robin P. Blackstone, Derek A. Haas and Nikhil G. Thaker

The goal of a health care system should be to deliver the most value to patients: the outcomes achieved for treating a medical condition relative to the costs incurred over a complete care cycle. We have found that a radar (spider web) chart is an effective means to... View Details

Keywords: Service Delivery; Value; Health Care and Treatment; Health Industry

Register to Read

March 2001 (Revised June 2002)
Background Note

E-Commerce in Latin America

By: Lynda M. Applegate, Luiz Felipe Monteiro and Meredith Collura

Examines the vast potential offered by e-commerce in Latin America. Addresses both B2B and B2C e-commerce, as well as the specific economic, cultural, and technological barriers for doing business online in the region. View Details

Keywords: Trade; Entrepreneurship; Market Transactions; Service Delivery; Online Technology; Latin America