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

Filter Results: (186)

Filter Results: (186)

Show Results For

← Page 3 of 186 Results →

Sort by

Are you looking for?

→Search All HBS Web

2008
Simulation

Everest Leadership and Team Simulation

By: Michael A. Roberto and Amy C. Edmondson

This item is currently not available for purchase on this site. To order, please contact Customer Service - (800) 545-7685 or (617) 783-7600. **REVISED AUGUST 2009!** This web-based simulation uses the dramatic context of a Mount Everest expedition to reinforce student... View Details

Keywords: Cooperation; Decision Choices and Conditions; Groups and Teams; Knowledge Sharing; Leadership

June 2019 (Revised July 2019)
Case

Building a Meritocracy at Alghanim Industries

By: Paul M. Healy, Susanna Gallani and Esel Çekin

Building on his father’s legacy, Omar Alghanim (MBA 2002) had been working on strengthening a performance-driven culture based on meritocracy in the family business, Alghanim Industries. The task had been particularly challenging because of traditional Middle East... View Details

Keywords: Meritocracy; Social Norms; Family Business; Organizational Culture; Performance; Diversity; Organizational Change and Adaptation; Middle East; Kuwait

June 2021
Case

Acelero Learning

By: Mario Small, Kathleen L. McGinn, Amy Klopfenstein and Katherine Chen

In November 2020, Henry Wilde, co-founder and CEO of Acelero, Inc., must decide whether to change his company’s program model for delivering early childhood education to low-income children. One of the only for-profit Head Start providers in the United States, Acelero... View Details

Keywords: Early Childhood Education; Organizational Change and Adaptation; Growth and Development Strategy; Adoption; Customer Focus and Relationships; Operations; Education Industry; North and Central America; United States

August 2019 (Revised August 2020)
Case

Magrabi: Fulfilling the Vision for the Future

By: John Beshears, Alpana Thapar and Boris Tsimerinov

In 2018, Magrabi was the leading retailer of eyeglasses, sunglasses, and other optical products in the Middle East, and it was embarking on a major shift in strategy, transitioning from a brand focused on clinical expertise to a brand that combined technical excellence... View Details

Keywords: Brands and Branding; Transition; Luxury; Sales; Service Delivery; Strategy; Employees; Recruitment; Consumer Products Industry; Retail Industry; Middle East

January 28, 2021
Other Article

Lessons from the U.S.'s Rocky Vaccine Rollout

By: Robert S. Huckman and Bradley R. Staats

The rocky rollout of the COVID-19 vaccines is emblematic of many of the problems with the U.S. health care system. The United States is blessed with highly trained, excellent, and compassionate care providers and terrific research and development that has led to novel... View Details

Keywords: Health Care; COVID-19; Vaccines; Operations Improvement; Health Pandemics; Health Care and Treatment; Service Delivery; Operations; Performance Improvement; Health; Health Industry; United States

Find at Harvard

Register to Read

19 Jul 2004
Research & Ideas

Your Customers: Use Them or Lose Them

service. So their strategy is to minimize demand. Many [other] organizations have the strategy of hiding the phone number so deeply on the Web site that you can't call them: That's their way of minimizing demand," she observed. At Intuit, customer View Details

Keywords: by Martha Lagace

May 2016
Article

Transformation of Health Care—Perspectives of Opinion Leaders

By: Joanne Disch, Thomas W. Feeley, Diana J. Mason, Richard L. Schilsky, Ellen L. Stovall and Shelley Fuld Nasso

"What Health System Transformations Do You Believe Are Necessary for the Future of Health Care?" We need to transform to a true value-based health care delivery system. That means organizing care around medical conditions, not simply around hospitals and doctors. We... View Details

Keywords: Perspective; Health Disorders; Performance Improvement; Health Care and Treatment; Transformation; Health Industry

September 2022
Case

ROI vs. ROI: The Grupo Baobá Family Office

By: Lauren Cohen, Hao Gao, Jiawei Ye and Grace Headinger

Fernando Scodro, a third-generation member of his family, mulled over the next step in integrating an ESG strategy into his family office’s investment portfolio. While his family office, Grupo Baobá, had made excellent progress in incorporating his family’s values into... View Details

Keywords: Impact Investing; ESG; Green Building; Family; Partnership; Latin America; Brazil; Buildings and Facilities; Green Buildings; Family Business; Family and Family Relationships; Financial Management; Partners and Partnerships; Financial Services Industry; Brazil; Latin America

August 2000 (Revised February 2003)
Case

Borders Group, Inc.

By: Zeynep Ton and Ananth Raman

Describes Borders Group, a well-known retail chain, in late 1999 and its traditional strengths and rapid growth in the 1990s. By 1990, however, the company had fallen behind Amazon.com and Barnes & Noble in leveraging the Internet for book retailing, although it... View Details

Keywords: Supply Chain Management; Customer Value and Value Chain; Distribution Channels; Service Operations; Business Growth and Maturation; Economic Growth; Industry Growth; Growth and Development; Internet; Business Model; Order Taking and Fulfillment; Supply and Industry; Retail Industry; Publishing Industry

Article

DEA Model with Shared Resources and Efficiency Decomposition

By: Yao Chen, Juan Du, H. David Sherman and Joe Zhu

Data envelopment analysis (DEA) has proved to be an excellent approach for measuring performance of decision making units (DMUs) that use multiple inputs to generate multiple outputs. In many real world scenarios, DMUs have a two-stage network process with shared input... View Details

Keywords: Data Envelopment Analysis (DEA); Efficiency; Intermediate Measure; Performance Efficiency

December 2018 (Revised June 2021)
Case

Bulb 2015: Foundation

By: John R. Wells and Benjamin Weinstock

In late August 2015, Amit Gudka and Hayden Wood, co-founders of Bulb, Ltd (Bulb), were ready to offer affordable renewable energy to the United Kingdom’s 27 million households. They hoped to capitalize on the hundreds of thousands of customers switching their energy... View Details

September 2003 (Revised January 2005)
Case

Bridges to Excellence: Bringing Quality Health Care to Life

By: Richard M.J. Bohmer, Ingrid Marie Nembhard and Robert Galvin

General Electric launched Bridges to Excellence Diabetes Care Link, a program through which enrolled physicians receive bonuses of up to 10% of their salary for delivering quality care to diabetic patients covered by a participating employer or health plan. A day... View Details

Keywords: Health Care and Treatment; Motivation and Incentives; Programs; Ethics; Quality; Moral Sensibility; Service Delivery; Compensation and Benefits; Health Industry

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

April 2022
Case

Marsha Simms: Trailblazer in Corporate Law

By: Robin Ely, Boris Groysberg, Colleen Ammerman and Olivia Hull

Follows the journey of lawyer Marsha Simms from her childhood in racially-segregated St. Louis to the upper echelons of the New York legal community. Describes her education, career choices, accomplishments, and setbacks. Highlights significant moments such as her... View Details

April 2004 (Revised November 2004)
Background Note

Why Complex Systems Fail

Operationally excellent organizations create competitive opportunities for themselves that are not available to their peers. One view of the manager's competitive dilemma is to pick the right position for his organization, differentiating it, for example, as a... View Details

Keywords: Organizations; Complexity

17 Sep 2008
Working Paper Summaries

Secrets of the Academy: The Drivers of University Endowment Success

Keywords: by Josh Lerner, Antoinette Schoar & Jialan Wang; Education

May 2019
Supplement

Kjell and Company: Motivating Salespeople with Incentive Compensation (D)

By: Doug J. Chung

Kjell & Company was a Swedish retail electronics chain. The company’s products consisted of home electronics and accessories. The company was noted for its excellent customer service and a fair “one-for-all” HR policy. Historically, the salespeople had been compensated... View Details

Keywords: Salesforce Management; Compensation and Benefits; Motivation and Incentives; Change Management; Behavior; Electronics Industry; Sweden

27 Sep 2006
Research & Ideas

Report From Egypt: Studying Global Influences

and how they influence the standards of the countries in which they operate as they seek global consistency. We are following a small number of companies with excellent reputations to locations both similar and different from their home... View Details

Keywords: by Sean Silverthorne

01 Nov 2024
In Practice

Layoffs Surging in a Strong Economy? Advice for Navigating Uncertain Times

the layoff research of our colleagues as a touchpoint, we are troubled by the potential long-term costs of this trend, including reduced innovation, lower team engagement, and attrition of talented people. The path to competitive View Details

Keywords: by Rachel Layne; Technology; Information Technology

January 2017 (Revised May 2019)
Case

Kjell and Company: Motivating Salespeople with Incentive Compensation (A)

By: Doug J. Chung

Kjell & Company was a Swedish retail electronics chain. The company’s products consisted of home electronics and accessories. The company was noted for its excellent customer service and a fair “one-for-all” HR policy. Historically, the salespeople had been compensated... View Details

Keywords: Salesforce Management; Compensation and Benefits; Change; Decision Making; Electronics Industry; Sweden

←
3
4
…
9
10
→