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June 2007 (Revised March 2010)
Case

Managing Orthopaedics at Rittenhouse Medical Center

By: Richard M.J. Bohmer, Robert S. Huckman, James Weber and Kevin J. Bozic

Considers the issues associated with running multiple business models–a private practice and an academic faculty practice--within the confines of the orthopaedics department of a single medical center. Students assume the role of Neela Wilson, Executive Director of... View Details

Keywords: Business Units; Business Model; Health Care and Treatment; Service Operations; Conflict Management; Competition; Health Industry

March 2000 (Revised November 2001)
Case

Rosenbluth International and Biztravel.com

Rosenbluth, the third largest U.S. travel agency, uses the Internet to serve new customers with a high-service strategy. Rosenbluth acquires Biztravel.com and integrates the customer support and logistics aspects of service delivery. View Details

Keywords: Horizontal Integration; Internet and the Web; Service Delivery; Acquisition; Travel Industry; United States

March 2024
Case

Nomad: A License to Bank

By: Paul A. Gompers and Pedro Levindo

In late 2023, Lucas Vargas, CEO and co-founder of Nomad, a fintech that offered financial services in the United States for Brazilian residents, had to decide what to do to ensure the company’s continued expansion. Nomad launched its first product, a U.S. digital bank... View Details

February 2013 (Revised December 2015)
Case

Groom Energy Solutions: Selling Efficiency

By: Michael W. Toffel, Kira R. Fabrizio and Stephanie van Sice

Groom Energy Solutions helps organizations reduce their energy use and costs through the implementation of energy efficiency measures, which create long-term financial and environmental benefits. With early success serving customers in the cold storage and industrial... View Details

Keywords: Groom Energy Solutions; Jon Guerster; Salem, MA; Energy Management; Energy Efficiency Paradox; Sustainability Management; Manufacturing; Cold Storage; Commercial Real Estate; Enterprise Smart Grid; Carbon Accounting; LED Lighting; Sustainability Research; Entrepreneurship; Environmental Entrepreneurship; Energy Entrepreneurship; Energy Services; Electricity; Startup; Expansion; Growth; Sustainability; Business Startups; Forecasting and Prediction; Energy Conservation; Revenue; Geographic Location; Human Resources; Management; Growth and Development Strategy; Market Entry and Exit; Operations; Service Delivery; Strategic Planning; Science; Environmental Sustainability; Climate Change; Society; Social Issues; Technology Adoption; Energy Industry; Green Technology Industry; Technology Industry; Utilities Industry; United States; Boston

February 2022 (Revised September 2022)
Case

Lilium: Preparing for Takeoff

By: Navid Mojir, Vincent Dessain, Mette Fuglsang Hjortshoej and Emer Moloney

Lilium is a German company focused on developing electric vertical takeoff and landing vehicles (eVTOLs) that can be used to offer air taxi services. The company went public in September 2021 through a special purpose acquisition company (SPAC) deal, raising more than... View Details

March 2011
Case

Cash Flow Productivity at PepsiCo: Communicating Value to Retailers

PepsiCo developed a new metric that better measured the value added by Pepsi products than did gross margin, the traditional metric used by retailers to determine shelf space and promotional activity. The new metric, cash flow productivity, captured the value of... View Details

Keywords: Customer Relationship Management; Cash Flow; Measurement and Metrics; Distribution; Performance Productivity; Value Creation; Food and Beverage Industry; Retail Industry

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23 Aug 2016
First Look

August 23, 2016

Discretionary Task Ordering: Queue Management in Radiological Services By: Ibanez, Maria, Jonathan R. Clark, Robert S. Huckman, and Bradley R. Staats Abstract—A long line of research examines how best to schedule work to improve View Details

Keywords: Sean Silverthorne

19 Jul 2004
Research & Ideas

Your Customers: Use Them or Lose Them

mothers could use. Engineers who do whiz-bang things are not welcome at Intuit. Intuit's philosophy is to increase the customer willingness to pay via e-commerce; the other is take operational savings and wrap it up in a stealth kind of... View Details

Keywords: by Martha Lagace

Forthcoming
Book

Innovating in Healthcare: Creating Breakthrough Tech, Services, Drugs, Products, and Business Models

By: Regina E. Herzlinger

Innovating in Healthcare offers effective approaches for designing, reworking, and implementing innovative healthcare services, products, and business models. It will help anyone working in healthcare service or product development, from hospitals to startups,... View Details

Keywords: Health Care and Treatment; Service Delivery; Product Development; Business Model; Innovation and Invention; Health Industry

03 Jan 2013
Working Paper Summaries

The Value of Advice: Evidence from Mobile Phone-Based Agricultural Extension

Keywords: by Shawn A. Cole; Agriculture & Agribusiness

August 1994 (Revised January 1999)
Case

Taco Bell Corporation (Abridged Update)

By: James L. Heskett

Taco Bell's management has developed plans to establish 100,000 points of service for its fast food business. Clearly, this will require significantly different approaches to management and organization. View Details

Keywords: Business Plan; Growth and Development Strategy; Service Delivery; Organizations; Food and Beverage Industry

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August 2024
Case

Ashesi University: The Journey from Vision to Reality

By: Ranjay Gulati and Caroline de Lacvivier

In 1997, Patrick Awuah had a dream: to bring liberal arts education to Ghana. Amid the country’s declining economy and pervasive corruption problems, Awuah saw education as an opportunity to reverse its fortunes by investing in the next generation of African leaders.... View Details

Keywords: Developing Countries and Economies; Higher Education; Entrepreneurship; Leadership Development; Growth Management; Mission and Purpose; Private Ownership; Education Industry; Ghana

June 2003
Case

A Brief History of the Browser Wars

Recounts the history of the evolution of browser market shares from 1994 forward. Netscape's Navigator establishes a huge early lead, but is then displaced by an equally dominant offering from Microsoft. Highlights the role of Microsoft's dominance in desktop operating... View Details

Keywords: Competition; Marketing Strategy; Software; Web Services Industry

July 1999 (Revised November 1999)
Case

Northwest Airlines and the Detroit Snowstorm (A)

Northwest Airlines forced hundreds of passengers to wait up to 8 1/2 hours on aircraft after reaching their destination in an unusually horrible service disaster. The case explores what occurred, why it occurred, and the feelings of those involved. View Details

Keywords: Service Delivery; Failure; Service Industry; Service Industry

10 Apr 2013
Research & Ideas

Learning Curve: Making the Most of Outsourcing

shorter read times did not appear to come at the expense of clinical quality; the rates of "discrepancies" reported by customers was low. The researchers point to prior research to explain why. Repeated experience helps the service... View Details

Keywords: by Paul Guttry; Health

September 2023
Teaching Note

Esquel Group

By: William C. Kirby and Noah B. Truwit

Teaching Note for HBS Case Nos. 307-076 and 322-058. These cases focus on the experience of China's largest shirt manufacturer, Esquel Group, and how it manages various aspects of government relations in China and abroad. The A case identifies a wide variety of social... View Details

Keywords: International Relations; Trade; Globalized Markets and Industries; Fashion Industry; China

April 2018
Article

Elite Strategies and Incremental Policy Change: The Expansion of Primary Education in India

By: Akshay Mangla

This article analyzes India’s recent enactment of universal primary education. This programmatic policy change is puzzling given the clientelistic features of Indian democracy. Drawing on interviews and official documents, I demonstrate the catalytic role of committed... View Details

Keywords: Education; Policy Change; Policy Elites; Institutions; India; Early Childhood Education; Policy; Education Industry; India

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June 2017
Case

Veolia: Resourcing the World

By: Gautam Ahuja, Tarun Khanna, Kristina Maslauskaite and Vincent Dessain

In March 2016, Antoine Frérot, CEO of Veolia, a global environmental services provider, was undergoing an important transformation of the company. In 2013, Frérot presented a growth strategy that focused on increasing the share of industrial clients, enhancing growth... View Details

Keywords: Strategy; Circular; Emerging Markets; Organizational Change and Adaptation; Growth and Development Strategy; Economy

February 2000 (Revised April 2003)
Case

InSite Marketing Technology (A)

By: Lynda M. Applegate, Genevieve J.S. Feraud and Sheila L Marcelo

Introduces students to products and services that improve customers' online shopping experience. Also discusses the challenges of marketing new product concepts and finding funding for start-up ventures. View Details

Keywords: Customer Focus and Relationships; Financing and Loans; Technological Innovation; Business or Company Management; Marketing Strategy; Product Launch; Service Delivery; Competitive Strategy; Competitive Advantage; Service Industry; Service Industry

14 Jul 2008
Research & Ideas

HBS Cases: Reforming New Orleans Schools After Katrina

the ground there, and became interested in a start-up called New Schools for New Orleans (NSNO) through the work that our student teams have done every January since the storm as part of the HBS New Orleans Service Immersion. This year... View Details

Keywords: by Sarah Jane Gilbert; Education

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