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

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July 2016
Case

Cataumet Boats, Inc.

By: W. Earl Sasser and Mark Davis

Jaime Giancola, an MBA student, has recently completed an operations management course in which aggregate production planning (APP) was one of the topics. She believes that her family's business, Cataumet Boats, which her grandparents started and which her mother and... View Details

Keywords: Business or Company Management; Family Business; Production; Cost Management; Transportation; Customer Satisfaction

February 2011 (Revised September 2013)
Case

Sarvajal: Water for All

By: John D. Macomber and Mona Sinha

Entrepreneur wrestles with business model using SMS and RFID technology, franchising, and leasing to rapidly grow off-the-grid water purification business without subsidies. The company seeks to provide potable water services to rural and urban India where the public... View Details

Keywords: Business Subsidiaries; Business Model; Communication Technology; Private Sector; Social Entrepreneurship; Cost Management; Rural Scope; Emerging Markets; Infrastructure; Problems and Challenges; Information Infrastructure; India

Research Summary

"Creating Competitive Advantage Through Knowledge Management" (with Elie Ofek)

This project explores how the concept of Knowledge Management (KM) is likely to impact competition among professional services firms (e.g. Consultants, Accounting Firms and Advertising Agencies). Assuming that the "KM technology" exhibits economies of scale, first we... View Details

November 2011
Case

WrapItUp: Developing a New Compensation Plan

By: W. Earl Sasser Jr. and Rachel Shelton

A restaurant chain based in California offers made-to-order sandwich wraps using fresh, healthy ingredients. The founders of the company take a very active role in day-to-day business and tightly control every aspect of the restaurant operation from hiring store... View Details

Keywords: Empowerment; Middle Management; Human Resource Management; Compensation; Incentives; Motivation; Motivation and Incentives; Change Management; Business Growth and Maturation; Service Delivery; Entrepreneurship; Employees; Compensation and Benefits; Service Industry; Service Industry; Service Industry; California

October 1995 (Revised June 1996)
Case

Li & Fung (Trading) Ltd.

Li & Fung, one of the largest export trading companies in Asia, works primarily as an agent to connect U.S. and European manufacturers and retailers of nondurable, mass-market consumer goods with suppliers located all over East Asia who manufacture products according... View Details

Keywords: Networks; Marketplace Matching; Supply Chain Management; Trade; Manufacturing Industry; Retail Industry; Asia; United States; Europe

June 2002 (Revised September 2005)
Case

Online Music Distribution in a Post-Napster World

By: Youngme E. Moon

Provides a description of the rise and decline of Napster, the free Internet music-swapping service. Also describes second-generation peer-to-peer services (e.g., Gnutella) as well as paid subscription services (e.g., MusicNet, pressplay). View Details

Keywords: Distribution; Internet and the Web; Price; Marketing Channels; Service Operations; Music Industry

April 2010 (Revised May 2011)
Case

Emerging Nokia?

By: Juan Alcacer, Tarun Khanna, Mary Furey and Rakeen Mabud

By late 2009, Nokia was grappling with the decision of whether to recover its leading position in the high-profit developed markets, where they were losing market share to the likes of Apple and Samsung, or defend its market leadership in the low-margin, high-volume... View Details

Keywords: Innovation and Invention; Emerging Markets; Industry Structures; Competitive Advantage; Corporate Strategy; Telecommunications Industry; Finland

September 2003
Case

Valuing a Cross-Border LBO: Bidding on the Yell Group

By: Mihir A. Desai, Paolo Notarnicola and Mark Veblen

A team of private equity investors must value the leveraged buyout of a Yellow Pages business that operated in both the United States and the United Kingdom. In the process, they must wrestle with issues of how to conduct cross-border valuations and how to value a... View Details

Keywords: Leveraged Buyouts; Cash Flow; Private Equity; Cross-Cultural and Cross-Border Issues; Valuation

July 2003
Case

Deutsche Borse

Focuses on how Deutsche Borse's (the German stock exchange based in Frankfurt) acquisition of a 50% stake in Clearstream International, a company specialized in clearing, settlement, and custody of securities across borders, may or may not confirm its position as the... View Details

Keywords: Information Technology; Financial Markets; Innovation and Invention; Germany

22 Dec 2008
Research & Ideas

10 Reasons to Design a Better Corporate Culture

frequent celebrations. In addition, BHC rewards individual accomplishments through such things as "WOW (Workers becoming Owners and Winners) Super Service Certificates," appreciation cards for 90-day employees that list their... View Details

Keywords: by James L. Heskett, W. Earl Sasser & Joe Wheeler

November 2022 (Revised October 2024)
Case

'A Marshall Plan for Africa': James Mwangi and Equity Group Holdings

By: Caroline M. Elkins, Debora L. Spar, Zeke Gillman and Julia M. Comeau

Financial Inclusion. Dignity. Trust. These were the core principles driving James Mwangi’s transformation of Equity Building Society, insolvent in 1991, into what is, today, Equity Group Holdings, East and Central Africa’s largest retail banking institution. Raised in... View Details

Keywords: Income Inequality; Micro Finance; Microcredit; Microfinance; Banks and Banking; Equality and Inequality; Mission and Purpose; Business Model; Social Entrepreneurship; Financial Services Industry; Financial Services Industry; Africa; Kenya

25 Aug 2009
First Look

First Look: August 25

and find that directors implementing MV shareholder proposals experience a one-fifth reduction in the likelihood of losing their board seat as well as other directorships. Are You Having Trouble Keeping Your Operations Focused?... View Details

Keywords: Martha Lagace

Article

Evaluating and Managing Tramp Shipping Lines Performances: A New Methodology Combining Balanced Scorecard and Network DEA

By: Ying-Chen Hsu, Cheng-Chi Chung, Hsuan-Shih Lee and H. David Sherman

The shipping industry is essential for the economic development of nations like Taiwan as a means delivering and receiving cargo. Shipping has been depressed since 2008 as a result of the financial crisis increasing pressure for the shipping lines to operate more... View Details

Keywords: Network Data Envelopment Analysis; Shipping Line; Centralized Approach; Cross-efficiency; Balanced Scorecard; Performance Evaluation

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July 2008 (Revised July 2020)
Case

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

By: Tsedal Neeley and Thomas J. DeLong

Greg James, a global manager at Sun Microsystems, Inc., sets out to meet with his entire 43-member customer implementation team spread across India, France, the United Arab Emirates, and the United States of America to resolve a dire customer system outage as required... View Details

Keywords: Groups and Teams; Global Range; Management; Customer Satisfaction; Service Delivery; Crisis Management; Conflict and Resolution; Technology Industry; India; United Arab Emirates; France; United States

November 2012 (Revised May 2013)
Case

ASUSTeK and the Google Nexus 7 Tablet

By: Willy C. Shih and Jyun-Cheng Wang

Days after Jerry Shen introduced a new tablet computer at the Consumer Electronics Show, a Google meeting convinced him to go with a lower price point and co-branding as the Nexus 7. While his company would have a premier position at launch, companies like Samsung... View Details

April 2011
Case

Porcini's Pronto: "Great Italian cuisine without the wait!"

By: James L. Heskett and Richard Luecke

Porcini's Inc. operates a chain of 23 full-service restaurants located near shopping malls and downtown areas in the northeastern United States. Known for providing excellent service, Porcini's serves high-quality Italian cuisine made from fresh ingredients. Looking... View Details

October 2015
Article

How Smart, Connected Products Are Transforming Companies

By: Michael E. Porter and James E. Heppelmann

The evolution of products into intelligent, connected devices is revolutionizing business. In a November 2014 article, "How Smart, Connected Products Are Transforming Competition," Harvard Business School professor Michael Porter and PTC president and CEO James... View Details

Keywords: Organizational Change and Adaptation; Technological Innovation; Information Technology; Organizational Structure; Operations; Business Strategy

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The Price Effects of Cross-Market Mergers: Theory and Evidence from the Hospital Industry

We consider the effect of mergers between firms whose products are not viewed as direct substitutes for the same good or service but are bundled by a common intermediary. Focusing on hospital mergers across distinct geographic markets, we show that such... View Details

July 1989 (Revised October 1992)
Case

Air Products and Chemicals, Inc.: MIS Reorganization (A)

As a part of the Management Information Services (MIS) Division's evolution, it was planned to distribute all systems development and applications (SD&S) activities and resources (assets and personnel) from the central MIS Division to the operating areas by October... View Details

Keywords: Restructuring; Decision Making

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February 2013 (Revised March 2013)
Case

Agero: Enhancing Capabilities for Customers

By: Robert Simons and Natalie Kindred

This case illustrates the importance of choosing a primary customer as the basis for organization design. Cross Country Group managers adjusted resource allocation, organization design and performance measures over time to transform Cross Country Group from an... View Details

Keywords: Entrepreneurial Management; Entrepreneurial Gap; Entrepreneurship; Auto Industry; Insurance; Performance Management; Performance Measurement; Performance Measures; Performance Pressure; Decisions; Family Business; Resource Allocation; Organizational Design; Customer Focus and Relationships; Performance Evaluation; Growth and Development Strategy; Service Industry

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