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  • January 2025 (Revised February 2025)
  • Teaching Note

Vanguard Retail Operations

By: Antonio Moreno, Willy C. Shih and Margaret Underwood
Teaching Note for HBS Case No. 620-104. View Details
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  • February 2020
  • Course Overview Note

Managing Service Operations

By: Ryan W. Buell
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  • Fast Answer

Managing Global Operations

Use these resources to jump start your MGO course project.  We encourage you to fully utilize Baker Library Services for in-depth project research support.     I need to learn more about… Databases... View Details
  • Research Summary

Quality in Service Operations

Rogelio Oliva is interested in understanding how the operational characteristics of service delivery processes interact with human resource and marketing policies to determine the long term productivity, quality, and profitability of a service operation. Specifically,... View Details
  • 2022
  • Book

Tutorials in Operations Research: Emerging and Impactful Topics in Operations

By: Mabel Chou, Hise O. Gibson and Bradley Staats
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  • June 2020 (Revised August 2020)
  • Supplement

Vanguard Retail Operations (B)

By: Willy C. Shih and Antonio Moreno
The first two cases in this series are set in the financial services industry, and explore whether it is better for back-office workers to be generalists who provide the flexibility of being able to handle the complete range of transactions that the company faces or... View Details
Keywords: Pooling; Generalist Model; Specialist Model; Service Operations; Management; Financial Services Industry; United States
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  • 01 Jun 2024
  • News

Redefining How Businesses Operate

operate and deliver value. “The course builds on this work to examine critical questions at the heart of this AI-led transformation,” Srinivasan explains. “How will generative AI reshape modern enterprise? What strategies should... View Details
Keywords: Jennifer Gillespie
  • 7 Jun 1999 - 9 Jun 1999
  • Conference Presentation

Managing Operations Networks

By: Andrew McAfee
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  • March 2006 (Revised April 2008)
  • Module Note

Conceptualizing the Customer Operating Role

By: Frances X. Frei
The module introduces students to the concept and implications of a customer operating role. Building on the first year operations curriculum in which only employees' and machines' operating roles are considered, it provides the additional perspectives needed to bring... View Details
Keywords: Customers; Performance Efficiency; Perspective; Management Analysis, Tools, and Techniques; Service Operations
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  • Clubs

General Management & Operations Club

Keywords: Manufacturing; General Management
  • 2021
  • Working Paper

Kidney Exchange: An Operations Perspective

By: Itai Ashlagi and Alvin E. Roth
Many patients in need of a kidney transplant have a willing but incompatible (or poorly matched) living donor. Kidney exchange programs arrange exchanges among such patient-donor pairs, in cycles and chains of exchange, so each patient receives a compatible kidney.... View Details
Keywords: Kidney Exchange Programs; Health Disorders; Health Care and Treatment; Programs; Design
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  • 12 Apr 2004
  • Research & Ideas

Operations and the Competitive Edge

Obstacles facing companies in today's hyper-competitive global markets are seemingly more complex than ever, to the point that managers must rethink many of the basic principles of good operations management, says Robert Hayes. In a new... View Details
Keywords: by Martha Lagace
  • May 2021 (Revised February 2025)
  • Teaching Note

Migros Turkey: Scaling Online Operations

By: Antonio Moreno and Anibha Singh
Teaching Note for HBS Case Nos. 621-026, 621-027, and 621-062. As Migros, one of Turkey’s largest grocery chains, forays into online groceries, the company faces operational challenges related to inventory management, fulfillment and last mile delivery and strategics... View Details
Keywords: Business Model; Internet and the Web; Growth and Development Strategy; Operations; Management; Competitive Strategy; Food and Beverage Industry; Turkey
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  • May 1998
  • Teaching Note

Concept of Operations Strategy,The TN

By: Gary P. Pisano
Teaching Note for instructors in teaching Operations Strategy. View Details
Keywords: Operations; Teaching; Strategy
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  • TeachingInterests

Technology and Operations Management (TOM)

By: Willy C. Shih

This course enables students to develop the skills and concepts needed to ensure the ongoing contribution of a firm's operations to its competitive position. It helps them to understand the complex processes underlying the development and manufacture of products as... View Details

  • 30 Jun 2015
  • News

The History and Future of Operations

  • Research Summary

Managing the Operating Role of Customers

By: Frances X. Frei
Customers in operating roles introduce considerable variability into the production environment including differences in the demands they impose on the environment and the unpredictability of those demands. When customers are the source of production variability, the... View Details
  • December 2022 (Revised January 2025)
  • Case

Akooda: Charging Toward Operational Intelligence

By: Christopher Stanton and Mel Martin
The Akooda case describes the challenges confronting founder and CEO Yuval Gonczarowski (MBA ‘17) in 2022 as he attempts to boost sales. Launched in November 2020, Akooda was an AI company that mined 20 different sources of digital data, from tools like Slack, Google... View Details
Keywords: Data Mining; Productivity; Monitoring; Data Analysis; AI and Machine Learning; Knowledge Management; Operations; Problems and Challenges; Employee Relationship Management; Information Technology Industry; Technology Industry; Information Industry; Boston; Israel
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  • 12 Jul 2007
  • Working Paper Summaries

Toward a Theory of Behavioral Operations

Keywords: by Francesca Gino & Gary Pisano

    Personal Relationships and Enforcement of Management Controls: An Analysis of Punishments for Perpetrators of Economic Crimes

    To explore how companies enforce management control systems, we examine whether social relationships influence the severity and consistency of punishments for main perpetrators of corporate economic crimes. We find wide variation in rates of dismissal and... View Details