Publications

October 1984
Teaching Note

NIKE (A1), Teaching Note

Teaching Note for (9-385-026). View Details

Keywords: Marketing Strategy; Policy; Service Delivery; Decisions; Apparel and Accessories Industry

01 Jun 2020
What Do You Think?

Will Challenged Amazon Tweak Its Retail Model Post-Pandemic?

Walmart, and Etsy ate that part of Amazon’s lunch that Amazon couldn’t finish. One problem for Amazon was its inability to meet the tremendous demand surge for online services and products. Its stockouts increased and View Details

Keywords: by James Heskett; Retail

Web

Campus Vehicular Access | About

generally one-way, entering campus at Kresge Way Gate and exiting through Harvard Way Gate. DELIVERIES Service vendors may access campus to drop off tools and materials that cannot be reasonably carried from... View Details

Web

Executive Education Courses - Institute For Strategy And Competitiveness

responsible for overseeing care delivery Financial executives who direct cost management for health care delivery organizations HR executives from large organizations who manage health care for employees,... View Details

June 2017
Article

A Systematic Approach to Discussing Active Surveillance with Patients with Low-risk Prostate Cancer

By: Behfar Ehdaie, Melissa Assel, Nicole Benfante, Deepak Malhotra and Andrew Vickers

A systematic approach to counseling—using appropriate framing techniques derived from principles studied by negotiation scholars—can be taught to physicians in a one-hour lecture. We found evidence that even this minimal intervention can decrease overtreatment of... View Details

Keywords: Health Care and Treatment; Health Disorders; Service Delivery; Negotiation; Health Industry

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March 2018 (Revised February 2020)
Teaching Note

Improving Access at VA

By: Ryan W. Buell and Robert S. Huckman

In 2015, the Department of Veterans Affairs (VA) ran the largest healthcare system in the United States, with over 1,700 sites of care that served nearly 9 million veterans. One year earlier, a scandal had erupted over a cover-up of the excessive wait times veterans... View Details

Keywords: Service Operations; Service Delivery; Social Issues; Health Care and Treatment; Government Administration; Performance Improvement; Public Administration Industry; Health Industry; United States

August 2010 (Revised May 2012)
Teaching Note

The UCLA Medical Center: Kidney Transplantation (TN)

By: Michael E. Porter and Jennifer F Baron

Teaching Note for 711410. View Details

Keywords: Health Care and Treatment; Service Delivery; Price; Programs; Measurement and Metrics; Health Industry

May 1992
Case

Sunday River Ski Resort

By: Leonard A. Schlesinger and Martha Epstein

Sunday River is a ski area in Bethel, ME which has been run by entrepreneur Les Otten since 1980. The year before Otten purchased the area, it posted a loss of $235,000 on revenues of $541,000. Under Otten's leadership, however, Sunday River posted year after year of... View Details

Keywords: Service Delivery; Competitive Advantage; Entrepreneurship; Success; Transformation; Tourism Industry; Entertainment and Recreation Industry; Maine

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31 Jan 2005
Research & Ideas

Rethinking Marketing’s Conventional Wisdom

how they're marketing themselves? Youngme Moon: Many mature service industries are in a service "arms race" in which they keep adding more and more services... View Details

Keywords: by Garry Emmons; Service

January 1994 (Revised May 1995)
Case

Xerox: Design for the Environment

By: Richard H.K. Vietor

In 1990, Xerox undertook an "Environmental Leadership Program" designed to make Xerox an industry leader in non-polluting operations, recycling, and products actually designed for the environment. This effort flowed naturally out of the system of total quality... View Details

Keywords: Product Design; Production; Service Delivery; Service Operations; Organizational Design; Environmental Sustainability

June 2010
Teaching Note

Playing with Fire at Sittercity (A) (TN)

By: Noam T. Wasserman and Rachel Gordon

Note: This mini-Teaching Note was created to provide a brief overview of the teaching plan for this case. Please see the upcoming, fuller Teaching Note for an extensive overview of the underlying research, pedagogical approaches, and other teaching issues. View Details

Keywords: Internet and the Web; Service Delivery; Family Ownership; Problems and Challenges; Growth and Development Strategy; Expansion; Service Industry; Boston

01 Sep 2011
News

Water for Life

development, we strongly believe that the delivery of water and sanitation services to the city of Manila significantly affects the quality of life of the public, especially those in marginalized... View Details

Keywords: Waste Management and Remediation Services; Waste Management and Remediation Services; Waste Management and Remediation Services; Waste Management and Remediation Services

November 2015
Article

Influence of Experience and the Surgical Learning Curve on Long-term Patient Outcomes in Cardiac Surgery

By: Bryan M. Burt, Andrew W. ElBardissi, Robert S. Huckman, Lawrence H. Cohn, Marisa W. Cevasco, James D. Rawn, Sary F. Aranki and John G. Byrne

OBJECTIVE: We hypothesized that increased post-graduate surgical experience correlates with improved operative efficiency and long-term survival in standard cardiac surgery procedures.

METHODS: Utilizing a prospectively collected retrospective database,... View Details

Keywords: Service Delivery; Value; Health Care and Treatment; Experience and Expertise; Health Industry

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September 1998 (Revised July 1999)
Case

Discovery Health (B)

By: Samuel S. Chun and Shaun Matisonn

A South African health insurance company grapples with designing a financially viable coverage solution for a new prescription drug treatment for male impotence. View Details

Keywords: Motivation and Incentives; Service Delivery; Insurance; Health Care and Treatment; Insurance Industry; South Africa

April 2001
Teaching Note

Microsoft Carpoint

By: Jeffrey F. Rayport, Steven Silverman and William A. Sahlman

Teaching Note for (9-898-280). For book only - not listed on case. View Details

Keywords: Competitive Strategy; Internet and the Web; Service Delivery; Partners and Partnerships; Change; Customers; Web Services Industry

Fintech Entrepreneur: 25 years global experience, ranging from fintech founder raising $100MM in public and private equity, to bank senior executive running $2BN P&L. Passionate about technology-enabled delivery of financial View Details

Keywords: Finance;#64;#Software/App

August 2021
Teaching Note

Fair Park Covid-19 Mass Vaccination Site (A) and (B)

By: Willy Shih

Teaching Note for HBS Case Nos. 622-003 and 622-004. View Details

Keywords: Operations Improvement; Operations And Processes; Toyota Production System; Operations; Service Operations; Health Pandemics; Service Delivery; Problems and Challenges; Goals and Objectives; Measurement and Metrics; Health Industry; United States

March 2000 (Revised April 2001)
Case

Jill Greenthal at Donaldson, Lufkin & Jenrette (B): The TCI/AT&T Deal

By: Ashish Nanda, Thomas J. DeLong and Sarah S. Khetani

Documents the hectic and grueling work done by Jill Greenthal's team at Donaldson, Lufkin & Jenrette in an attempt to execute a landmark deal on behalf of a key client. View Details

Keywords: Leadership; Negotiation Process; Service Delivery; Groups and Teams; Entrepreneurship; Negotiation Deal; Gender; Service Industry; Service Industry; Service Industry