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    • All HBS Web  (3,941)
      • Faculty Publications  (940)

      Service OperationsRemove Service Operations →

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      • May 2008 (Revised April 2018)
      • Case

      The University of Texas MD Anderson Cancer Center: Interdisciplinary Cancer Care

      By: Michael E. Porter and Sachin H. Jain
      In 2006, University of Texas MD Anderson Cancer Center was an internationally leading institution for cancer care, education, and research. Since 1996, it had successfully reorganized itself from a cancer hospital that was physically organized around clinical... View Details
      Keywords: Buildings and Facilities; Health Disorders; Organizational Structure; Medical Specialties; Organizational Change and Adaptation; Value Creation; Service Delivery; Research; Health Care and Treatment; Education Industry; Health Industry; Texas
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      Porter, Michael E., and Sachin H. Jain. "The University of Texas MD Anderson Cancer Center: Interdisciplinary Cancer Care." Harvard Business School Case 708-487, May 2008. (Revised April 2018.)
      • April 2008 (Revised October 2008)
      • Case

      TD Canada Trust (A): The Green and the Red

      By: Dennis Campbell and Brent Kazan
      The case series illustrates the role of performance measurement and analytics in translating TD-Canada Trust's service model of "comfortable banking" into operational terms. In 2000, in a banking market where consumers and regulators were typically hostile to mergers... View Details
      Keywords: Mergers and Acquisitions; Customer Focus and Relationships; Customer Satisfaction; Commercial Banking; Profit; Balanced Scorecard; Organizational Change and Adaptation; Banking Industry; Canada
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      Campbell, Dennis, and Brent Kazan. "TD Canada Trust (A): The Green and the Red." Harvard Business School Case 108-005, April 2008. (Revised October 2008.)
      • April 2008 (Revised October 2008)
      • Supplement

      TD Canada Trust (C): Translating the Service Model to Service Operations

      By: Dennis Campbell and Brent Kazan
      Keywords: Banks and Banking; Business Model; Service Operations; Banking Industry; Canada
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      Campbell, Dennis, and Brent Kazan. "TD Canada Trust (C): Translating the Service Model to Service Operations." Harvard Business School Supplement 108-055, April 2008. (Revised October 2008.)
      • April 2008
      • Teaching Note

      Exercise: Challenging Operational Assumptions

      By: Frances X. Frei and Christine van Keuren
      Teaching Note for [608128]. View Details
      Keywords: Service Operations; Performance Improvement
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      Frei, Frances X., and Christine van Keuren. "Exercise: Challenging Operational Assumptions." Harvard Business School Teaching Note 608-129, April 2008.
      • April 2008
      • Teaching Note

      Managing Service Operations: The Managerial Research Design Process

      By: Frances X. Frei and Dennis Campbell
      Keywords: Service Operations; Management
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      Frei, Frances X., and Dennis Campbell. "Managing Service Operations: The Managerial Research Design Process." Harvard Business School Teaching Note 608-155, April 2008.
      • 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
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      Bowen, H. Kent, and Marcelo Pancotto. "Ophthalmic Consultants of Boston and Dr. Bradford J. Shingleton (2004)." Harvard Business School Case 608-151, April 2008.
      • April 2008
      • Module Note

      Improvement with Customer-Operators

      By: Frances X. Frei and Dennis Campbell
      Taught as the third module in a Harvard Business School course on Managing Service Operations: Understanding the Customer Operating Role (606-092). Explores how firms can systematically leverage their customer-operators in the organizational improvement process is... View Details
      Keywords: Service Operations; Performance Improvement; Customer Focus and Relationships; Framework; Employees; Business Model; Management Practices and Processes; Organizational Design
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      Frei, Frances X., and Dennis Campbell. "Improvement with Customer-Operators." Harvard Business School Module Note 608-135, April 2008.
      • April 2008
      • Teaching Note

      New Service Design Exercise (TN)

      By: Frances X. Frei
      Teaching Note for [605053]. View Details
      Keywords: Service Operations; Design; Strategy; Product Positioning
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      Frei, Frances X. "New Service Design Exercise (TN)." Harvard Business School Teaching Note 608-132, April 2008.
      • April 2008
      • Module Note

      Service Design in the Context of Customer-Operators

      By: Frances X. Frei
      Taught as the second module in a Harvard Business School course on Managing Service Operations: Understanding the Customer Operating Role (606-092). Addresses the design and management of service operations with significant customer operating roles. The focus is on... View Details
      Keywords: Customer Satisfaction; Management; Design; Service Operations; Cost
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      Frei, Frances X. "Service Design in the Context of Customer-Operators." Harvard Business School Module Note 608-134, April 2008.
      • April 2008 (Revised May 2008)
      • Case

      Commonwealth Care Alliance: Elderly and Disabled Care

      By: Michael E. Porter and Jennifer F Baron
      Individuals enrolled in both Medicare and Medicaid, known as dual eligibles, are among the highest-cost beneficiaries in the US. Commonwealth Care Alliance, a small nonprofit insurer and care delivery system in Massachusetts, operated under a public demonstration... View Details
      Keywords: Programs; Public Sector; Alliances; Policy; Age; Service Delivery; Value; Health Care and Treatment; Welfare; Insurance Industry; Health Industry; Massachusetts
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      Porter, Michael E., and Jennifer F Baron. "Commonwealth Care Alliance: Elderly and Disabled Care." Harvard Business School Case 708-502, April 2008. (Revised May 2008.)
      • March 2008
      • Exercise

      Exercise: Challenging Operational Assumptions

      By: Frances X. Frei
      This exercise provides students with an opportunity to thoroughly test an operating assumption. Students state an assumption as a testable hypothesis, collect and analyze relevant data, and communicate the results. At HBS, it is incorporated in a second-year elective... View Details
      Keywords: Customers; Employees; Knowledge Acquisition; Knowledge Use and Leverage; Service Operations; Performance Improvement
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      Frei, Frances X. "Exercise: Challenging Operational Assumptions." Harvard Business School Exercise 608-128, March 2008.
      • March 2008
      • Case

      Cambrian House

      By: Peter A. Coles, Karim R. Lakhani and Andrew P. McAfee
      Cambrian House builds internet-based products and services by relying entirely on its user community for all aspects of its innovation and new product development process. Users suggest ideas for new products and services and also participate in a monthly voting... View Details
      Keywords: Decision Choices and Conditions; Voting; Technological Innovation; Knowledge Management; Marketing Strategy; Open Source Distribution; Product Development; Strategic Planning; Business and Community Relations; Internet
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      Coles, Peter A., Karim R. Lakhani, and Andrew P. McAfee. "Cambrian House." Harvard Business School Case 608-016, March 2008.
      • March 2008
      • Case

      Shangri-La Hotels

      By: Dennis Campbell and Brent Kazan
      In November 2006, Symon Bridle, the newly appointed chief operating officer of Shangri-La Hotels and Resorts, was thinking about a number of organizational issues that presented challenges to Shangri-La's rapid expansion strategy. There were three major issues at hand:... View Details
      Keywords: Employees; Growth and Development Strategy; Standards; Service Delivery; Organizational Culture; Accommodations Industry; China; Europe; North America
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      Campbell, Dennis, and Brent Kazan. "Shangri-La Hotels." Harvard Business School Case 108-006, March 2008.
      • March 2008
      • Supplement

      Ujjivan: A Microfinance Institution at a Crossroads (B)

      By: V.G. Narayanan and Pamela Freed
      Case (B) of "Ujjivan: A Microfinance Institution at a Crossroads" addresses some of the actions Ujjivan, a microfinance provider in Bangalore, has taken with regard to issues raised in the (A) case, particularly regarding fraud and establishing financial... View Details
      Keywords: Financial Institutions; Microfinance; Crime and Corruption; Accounting Audits; Product Development; Financial Services Industry; Bangalore
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      Narayanan, V.G., and Pamela Freed. "Ujjivan: A Microfinance Institution at a Crossroads (B)." Harvard Business School Supplement 108-083, March 2008.
      • 2008
      • Working Paper

      Contracting for Servicizing

      By: Michael W. Toffel
      Servicizing, a novel business practice that sells product functionality rather than products, has been touted as an environmentally beneficial business practice. This paper describes how servicizing transactions mitigate some problems associated with sales... View Details
      Keywords: Customer Focus and Relationships; Contracts; Market Transactions; Service Delivery; Service Operations; Sales
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      Toffel, Michael W. "Contracting for Servicizing." Harvard Business School Working Paper, No. 08-063, February 2008. (February 2008.)
      • January 2008
      • Teaching Note

      Pilgrim Bank (A): Statistics Review with Data Desk

      By: Frances X. Frei
      Teaching Note for 602104. View Details
      Keywords: Decision Making; Policy; Banks and Banking; Management Teams; Motivation and Incentives; Customers; Mathematical Methods; Service Operations; Banking Industry
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      Frei, Frances X. "Pilgrim Bank (A): Statistics Review with Data Desk." Harvard Business School Teaching Note 608-095, January 2008.
      • January 2008 (Revised May 2009)
      • Case

      Restructuring at Delphi Corporation (A)

      By: Stuart C. Gilson and Sarah L. Abbott
      Delphi Corporation, operating under Chapter 11 bankruptcy protection, has filed a plan of reorganization with the court, under which a consortium of hedge funds led by Appaloosa Management will invest up to $2.6 billion in new equity. Also participating in the plan is... View Details
      Keywords: Restructuring; Capital Structure; Private Equity; Insolvency and Bankruptcy; Investment Funds; Labor and Management Relations; Service Industry; Service Industry
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      Gilson, Stuart C., and Sarah L. Abbott. "Restructuring at Delphi Corporation (A)." Harvard Business School Case 208-069, January 2008. (Revised May 2009.)
      • January 2008 (Revised February 2008)
      • Case

      South Dakota Wheat Growers

      By: David E. Bell and Mary L. Shelman
      As a farmer-owned cooperative, South Dakota Wheat Growers (SDWG) serves the needs of its 3,600 active farmer-members by supplying farm inputs and organizing the marketing and transportation of grain produced in the co-op's service territory. For almost 80 years, the... View Details
      Keywords: Cooperative Ownership; Plant-Based Agribusiness; Production; Rail Transportation; Marketing Strategy; Expansion; Economic Growth; Global Strategy; Growth and Development Strategy; Agriculture and Agribusiness Industry; South Dakota
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      Bell, David E., and Mary L. Shelman. "South Dakota Wheat Growers." Harvard Business School Case 508-034, January 2008. (Revised February 2008.)
      • 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
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      Roberto, Michael A., and Amy C. Edmondson. "Everest Leadership and Team Simulation." Simulation and Teaching Note. Boston: Harvard Business School Publishing, 2008. Electronic. (Product number 2650.)
      • January – February 2008
      • Article

      Managing the Impact of Employee Turnover on Performance: The Role of Process Conformance

      By: Zeynep Ton and Robert S. Huckman
      We examine the impact of employee turnover on operating performance in settings that require high levels of knowledge exploitation. Using 48 months of turnover data from U.S. stores of a major retail chain, we find that, on average, employee turnover is associated with... View Details
      Keywords: Customer Focus and Relationships; Governance Compliance; Retention; Standards; Service Operations; Business Processes; Retail Industry; United States
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      Ton, Zeynep, and Robert S. Huckman. "Managing the Impact of Employee Turnover on Performance: The Role of Process Conformance." Organization Science 19, no. 1 (January–February 2008): 56–68.
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