Publications

June 2004 (Revised July 2005)
Case

Procter & Gamble: Global Business Services

By: Thomas J. DeLong, Warren Brackin, Alex Cabanas, Phil Shellhammer and David L. Ager

Dave Walker, vice-president of business service opportunities and chairman of the governance team at Procter & Gamble, must decide what to do with P&G's 5,700 employee Global Business Services (GBS) group. GBS brought together internal services such as finance,... View Details

Keywords: Business Units; Change Management; Decision Making; Globalized Firms and Management; Job Cuts and Outsourcing; Organizational Design

June 1993
Case

Laura Ashley (A): Creating a World Class Service Organization in Support of a Global Brand & Federal Express

By: Shoshana Zuboff

Keywords: Service Operations; Customer Focus and Relationships; Performance Effectiveness; Apparel and Accessories Industry

Find at Harvard

22 Dec 2016
Op-Ed

The Small Business Administration is a Model for How to Drive Economic Growth

eliminating SBA programs. Rather, it was an ambitious plan to make it easier for constituencies, like small businesses, to access the programs and services that are in place to help them. “The SBA is perhaps... View Details

Keywords: by Karen Mills

Web

Statistical & Data Services - Research Computing Services

About Us Statistical & Data Services 25ms Research Computing Services (RCS) provides statistical and data services for the HBS research... View Details

07 Nov 2014
News

Taylor Swift and the Economics of Music as a Service

December 2005 (Revised October 2006)
Case

Pharmacy Service Improvement at CVS (A)

CVS's retail pharmacy operations are functioning poorly and dissatisfying customers. Many customers are defecting as a result. A pharmacy service improvement team has documented the current prescription fulfillment process, its exception rates, and the problems... View Details

Keywords: Information Technology; Performance Improvement; Business Processes; Retail Industry; Pharmaceutical Industry; United States

Keywords: Colleges, Universities, and Professional Schools; Colleges, Universities, and Professional Schools; Colleges, Universities, and Professional Schools; Colleges, Universities, and Professional Schools

14 Sep 2015
News

Rewriting the Rules of Service Competition

01 Sep 2020
Blog Post

6 Ways to Support COVID-Weary Employees

interconnected global community. So disease threats such as COVID-19 need to be recognized as part of the current work-scape and systematically addressed,” says Harvard Business School Assistant Professor of Business View Details

Keywords: All Industries

Web

Research Computing Services

Personalized support for the HBS community on topics ranging from AI & advanced statistical analyses to high performance computing. Services Statistical & Data Services RCS... View Details

01 Dec 2004
News

Wyss Gift Supports HBS Doctoral Programs

HBS has received a $25 million gift to support doctoral programs from Hansjoerg Wyss (MBA ’65), an entrepreneur who built Synthes, Inc., into a leading international medical-device company specializing in orthopedic instruments View Details

2016
Working Paper

The U.S. Chamber of Commerce and the Modern Administrative State, 1912–1925: Trade Associations, Codes of Fair Competition, and State Building

By: Laura Phillips Sawyer

From its founding in 1912 through the interwar years, the Chamber's history shows a persistent preoccupation with progressive economics and policy-making. Rather than flouting the new ideas of institutional economics, which favored federal regulators overseeing data... View Details

Keywords: Organizations; Trade; Business and Government Relations; Competition; United States

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Web

Career Research Support | Baker Library

Career Research Support Use Baker Library to accelerate your career research and professional development. Whether you are exploring a new industry, creating a list of potential employers, prepping for an... View Details

01 Jun 2003
News

Batten Gift to Support Residential Campus

Frank Batten, a member of the MBA Class of 1952, has made an extraordinary $32 million gift to HBS. The gift — one of the largest in the School’s history — will support the renewal and enhancement of the... View Details

Keywords: Jeffrey L. Cruikshank

June 1998 (Revised August 2001)
Case

Wells Fargo Online Financial Services (A)

By: Robert S. Kaplan and Nicole Tempest

Wells Fargo, the industry leader in electronic banking, has implemented a Balanced Scorecard in its online financial services group (OFS) to track and measure performance. The OFS group develops and supports services that allow existing and future banking customers to... View Details

Keywords: Balanced Scorecard; Internet and the Web; Corporate Entrepreneurship; Corporate Strategy; Performance Evaluation; Finance; Change; Situation or Environment; Measurement and Metrics; Financial Services Industry; Financial Services Industry

Article

Enfranchisement of Service Workers

By: Leonard A. Schlesinger and James Heskett

Enfranchisement is achieved through an integration of empowerment with methods of pay for performance. Evidence from Ito Yokado Group in Japan and Nordstrom in the US demonstrates the positive effects of enfranchisement. Successful efforts to enfranchise employees: 1.... View Details

Keywords: Motivation and Incentives; Franchise Ownership; Employees; Compensation and Benefits; Service Industry; Japan; United States