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April 2000 (Revised June 2000)
Case

Everdream

Silicon Valley start-up Everdream wants to turn the provision of PCs to small business into a turnkey service including excellent 24/7 support. This case explores what this will take by focusing on the question of what, if anything, Everdream can guarantee. View Details

Keywords: Service Delivery; Information Infrastructure; Business Startups; Service Industry; Service Industry; California

April 2008
Case

Ophthalmic Consultants of Boston and Dr. Bradford J. Shingleton (2004)

By: H. Kent Bowen and Marcelo Pancotto

Dr. Bradford Shingleton has developed some of the highest quality eye surgery techniques in the industry. He involves his nurses and technicians in creating a surgical service that is constantly improving. The case has many details about how Dr. Shingleton works with... View Details

Keywords: Health Care and Treatment; Independent Innovation and Invention; Service Operations; Performance Productivity; Practice; Problems and Challenges; Health Industry; Boston

September 2000
Case

Quokka Sports

By: Stephen P. Bradley, Thomas R. Eisenmann, Stephanie Mason Ogborne and Julie C. Toscano

Quokka Sports is an example of one of the new broadband services focused in total immersion sports. Quokka faces two issues: 1) the broadband infrastructure is emerging slowly so the type of services offered needs to be decided on. 2) Quokka faces an explosion of... View Details

Keywords: Digital Marketing; Decisions; Information Publishing; Infrastructure; Competition; Web Services Industry; Web Services Industry

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March 2008 (Revised November 2008)
Case

Databank in Africa

By: Jordan Siegel and Yi Kwan Chu

This case tackles issues of regional strategy and strategic institutional arbitrage. Databank is a financial services firm designing its regional strategy for Africa and seeking to benefit from institutional arbitrage. View Details

Keywords: Developing Countries and Economies; Local Range; Emerging Markets; Service Operations; Business Strategy; Financial Services Industry; Africa

September 2019 (Revised February 2022)
Supplement

Glenn Defense Marine Asia (B)

By: Susanna Gallani, Anja Anliker, Luke Hodges and Amram Migdal

This case describes the growth of Glenn Defense Marine Asia (GDMA) under the leadership of Leonard Glenn Francis. GDMA provided ship husbanding and logistical support services to the United States Navy when Navy ships visited various ports in Southeast Asia. The case... View Details

September 2019 (Revised February 2022)
Case

Glenn Defense Marine Asia (A)

By: Susanna Gallani, Anja Anliker, Luke Hodges and Amram Migdal

This case describes the growth of Glenn Defense Marine Asia (GDMA) under the leadership of Leonard Glenn Francis. GDMA provided ship husbanding and logistical support services to the United States Navy when Navy ships visited various ports in Southeast Asia. The case... View Details

January 1999 (Revised March 2000)
Case

ZEFER: November 1998

By: Paul A. Gompers

ZEFER, a young Internet professional service firm, is considering its expansion options. Organic growth versus growth by acquisition is a central theme. The firm's financing strategy will be determined by its business strategy. View Details

Keywords: Acquisition; Financial Strategy; Service Operations; Business Strategy; Expansion; Internet; Service Industry

March 2024
Case

Nomad: A License to Bank

By: Paul A. Gompers and Pedro Levindo

In late 2023, Lucas Vargas, CEO and co-founder of Nomad, a fintech that offered financial services in the United States for Brazilian residents, had to decide what to do to ensure the company’s continued expansion. Nomad launched its first product, a U.S. digital bank... View Details

September 1992 (Revised January 1993)
Case

Courtyard by Marriott

By: James L. Heskett and Roger H. Hallowell

Courtyard by Marriott, a chain of modestly priced hotels, weighs its future options regarding human resources, its service delivery system, and management structure. Fairfield Inn, another Marriott product, is discussed for contrast. View Details

Keywords: Human Resources; Service Operations; Brands and Branding; Management Systems; Decision Making; Service Industry; Service Industry

August 2001 (Revised March 2003)
Case

PassAct, Inc.

PassAct is a virtual distributor for high-tech R&D components and products, taking orders from researchers within companies, passing them on to appropriate suppliers, and monitoring fulfillment. Customers order from a Web-based catalog with built-in work-flow... View Details

Keywords: Internet and the Web; Order Taking and Fulfillment; Web Services Industry

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January 2025 (Revised April 2025)
Case

Mercado Libre: The Best Is Yet to Come

By: Krishna G. Palepu, Fernando Fragueiro, Carla Larangeira and Mariana Cal

In 2024, Marcos Galperín, CEO and co-founder of Mercado Libre, reflected on its 25-year rise as Latin America’s largest marketplace, fintech leader, and most valuable public company. With operations spanning 18 countries and a robust ecosystem combining e-commerce,... View Details

November 2023 (Revised January 2024)
Case

Votorantim: Uniting Family and Business Across Generations

By: Christina R. Wing, Carla Larangeira and Pedro Levindo

Over a 105-year span, the Ermírio de Moraes family built Votorantim, one of Latin America’s largest industrial conglomerates, and among Brazil’s topmost businesses, also credited for helping “build” the country over decades. By early 2023, Votorantim included... View Details

Keywords: Corporate Governance; Family Ownership; Business and Shareholder Relations; Family and Family Relationships; Financial Services Industry; Financial Services Industry; Financial Services Industry; Financial Services Industry; Latin America

28 Sep 2015
Research & Ideas

Six Lessons from Mobile Money Ventures in Developing Countries

attempts to copy successful services haven’t always worked out. For example, despite Vodafone’s widespread success in Kenya, its effort to take the M-Pesa model to South Africa fell flat. Mobile money View Details

Keywords: by Dina Gerdeman; Financial Services; Financial Services

19 Nov 2019
Op-Ed

Gender Bias Complaints against Apple Card Signal a Dark Side to Fintech

public engagement has been strong and immediate. Clearly, this is a new frontier for the financial services sector—and the industry’s regulators are also operating without a roadmap. We need to stop arguing... View Details

Keywords: by Karen G. Mills; Financial Services

September 2008
Case

TCS: The MCA 21 Project

Tata Consultancy Services (TCS), a leading outsourced software services provider based in India, must decide whether to bid on a high-profile government project within India. The project, if completed successfully, would mark another step in TCS's progression from a... View Details

Keywords: Experience and Expertise; Developing Countries and Economies; Globalized Firms and Management; Growth and Development Strategy; Service Operations; Projects; India

June 2007 (Revised March 2010)
Case

Managing Orthopaedics at Rittenhouse Medical Center

By: Richard M.J. Bohmer, Robert S. Huckman, James Weber and Kevin J. Bozic

Considers the issues associated with running multiple business models–a private practice and an academic faculty practice--within the confines of the orthopaedics department of a single medical center. Students assume the role of Neela Wilson, Executive Director of... View Details

Keywords: Business Units; Business Model; Health Care and Treatment; Service Operations; Conflict Management; Competition; Health Industry

November 1999 (Revised March 2003)
Case

Webvan: Groceries on the Internet

By: John A. Deighton and Kayla Bakshi

What are the prospects for grocery shopping on the Web? This case invites a comparison of seven business models, with particular emphasis on Webvan. Why does the investment community value Webvan at $7.8 billion after less than six months of operating experience, and... View Details

Keywords: Business Model; Experience and Expertise; Investment; Information; Marketing; Distribution Channels; Service Delivery; Cognition and Thinking; Internet and the Web; Service Industry; Service Industry

October 2023
Case

Hey Jane: Delivering Abortion Pills to the Doorstep

By: Rembrand Koning, Geraldine Pena-Galea and Sarah Mehta

This case tells the story of Hey Jane, a telehealth clinic founded in 2020 that provides virtual medication abortion services to eligible patients in nine U.S. states. By January 2023, the company had served more than 20,000 patients and raised nearly $10 million in... View Details

Keywords: Operations; Business Startups; Health Care and Treatment; Growth and Development Strategy; Health Industry; Technology Industry; United States

10 Apr 2013
Research & Ideas

Learning Curve: Making the Most of Outsourcing

shorter read times did not appear to come at the expense of clinical quality; the rates of "discrepancies" reported by customers was low. The researchers point to prior research to explain why. Repeated experience helps the service... View Details

Keywords: by Paul Guttry; Health

July 1999 (Revised November 1999)
Case

Northwest Airlines and the Detroit Snowstorm (A)

Northwest Airlines forced hundreds of passengers to wait up to 8 1/2 hours on aircraft after reaching their destination in an unusually horrible service disaster. The case explores what occurred, why it occurred, and the feelings of those involved. View Details

Keywords: Service Delivery; Failure; Service Industry; Service Industry

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