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  • April 2021
  • Supplement

Buy Online, Pickup in Store: Vice President of Store Operations Supplement

By: Antonio Moreno, Santiago Gallino and Amy Klopfenstein
In April 2019, Sylvarella VP of Store Operations Axley Vega must review an analysis of her department’s sales data to determine the impact of the company’s Buy Online, Pickup in Store (BOPS) program. BOPS implementation created significant problems for the store... View Details
Keywords: Operations; Service Delivery; Logistics; Infrastructure; Distribution Channels; Order Taking and Fulfillment; Analysis; Retail Industry; Apparel and Accessories Industry; United States; Canada
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  • May 2010
  • Teaching Note

The Center for Creative Leadership (TN)

By: Srikant M. Datar and David A. Garvin
Teaching Note for [308013]. View Details
Keywords: Creativity; Leadership Development; Problems and Challenges; Organizations; Research; Programs; Design; Service Delivery; Business Education
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  • Web

Providing Scholarships for Impact on a Sector | Social Enterprise | Harvard Business School

sector. In addition, their shared experience has enhanced their collaboration and commitment to driving broader sector reform. They are the leading advocates for the once-in-a-generation changes occurring in the delivery and funding of... View Details
  • Article

Can Big-Box Retailers Provide Local Health Care?

By: Robert S. Huckman
National retailers, most notably Walmart and Best Buy, are making big bets on their ability to fill this need for local health care. At first glance, these moves are a bit surprising given that these companies have not traditionally been focused on health care... View Details
Keywords: Health Care and Treatment; Service Delivery; Local Range; Retail Industry; Health Industry
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  • 2016
  • Working Paper

Cohort Turnover and Operational Performance: The July Phenomenon in Teaching Hospitals

By: Hummy Song, Robert S. Huckman and Jason R. Barro
We consider the impact of cohort turnover—the planned simultaneous exit of a large number of experienced employees and a similarly sized entry of new workers—on operational performance in the context of teaching hospitals. Specifically, we examine the impact of the... View Details
Keywords: Health Care; Health Care Operations; Hospitals; Productivity; Empirical Operations; Service Delivery; Training; Performance Productivity; Health Care and Treatment; Health Industry; United States
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  • Article

Team Scaffolds: How Mesolevel Structures Enable Role-based Coordination in Temporary Groups

By: M. Valentine and A. C. Edmondson
This paper shows how meso-level structures support effective coordination in temporary groups. Prior research on coordination in temporary groups describes how roles encode individual responsibilities so that coordination between relative strangers is possible. We... View Details
Keywords: Fluid Personnel; Team Scaffolds; Team Effectiveness; Role-based Coordination; Multi-method; Service Delivery; Organizational Structure; Groups and Teams; Performance Efficiency
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  • February 1999 (Revised November 1999)
  • Case

HealthPartners

By: Richard M.J. Bohmer and Nancy Dean Beaulieu
Presents the efforts by HealthPartners to create competition among health care providers in Minnesota on the basis of both quality and price. Also provides some insight into the strategies for changing physician behavior. View Details
Keywords: Health Care and Treatment; Service Delivery; Behavior; Competition; Health Industry; Minnesota
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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
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  • 07 Mar 2016
  • Working Paper Summaries

Net Neutrality: A Fast Lane to Understanding the Trade-offs

Keywords: by Shane Greenstein, Martin Peitz, and Tommaso Valletti; Media & Broadcasting; Technology; Telecommunications
  • 01 Jun 1998
  • News

Devtosh Khare

markets and economic trends in the region and to make some contacts with India's business leaders," he explains. "Then I'll be ready to go out on my own." He believes that India's service sector offers the most exciting business... View Details
Keywords: Orna Feldman photograph by Webb Chappell
  • 11 Sep 2000
  • Research & Ideas

Riding the Internet Fast Track

professor Tom Eisenmann, who also serves on the board of OneMain.com, one of the nation's ten largest Internet service providers, and on the advisory boards of many Internet start-ups. Eisenmann's definition of the get-big-fast strategy... View Details
Keywords: by Peter Jacobs
  • February 2015
  • Supplement

MedCath Corporation (C)

By: Regina E. Herzlinger, Kevin Schulman and F. Fallon Upke
MedCath is a horizontally integrated chain of heart hospitals that partners with local cardiologists. It claims that its focus leads to better and cheaper results than those of an everything-for-everybody general hospital. Community hospitals generally vehemently... View Details
Keywords: Medical Specialties; Market Entry and Exit; Service Delivery; Conflict and Resolution; Horizontal Integration; Health Industry
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  • September 2002 (Revised January 2013)
  • Case

MedCath Corporation (A)

By: Regina E. Herzlinger and Pete Stavros
MedCath is a horizontally integrated chain of heart hospitals that partners with local cardiologists. It claims that its focus leads to better and cheaper results than those of an everything-for-everybody general hospital. Community hospitals generally vehemently... View Details
Keywords: Medical Specialties; Market Entry and Exit; Service Delivery; Conflict and Resolution; Horizontal Integration; Health Industry
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  • 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
  • 14 May 2014
  • News

(Re)moving the Needle

You wouldn't think that the lowly, annoying mosquito would have anything to teach researchers working on the cutting edge of drug delivery methodology, but you would be wrong. Have you ever noticed that you don't become aware of a... View Details
Keywords: Robert S. Benchley; medical technology; Scientific Research and Development Services

    Frederick W. Smith

    Capitalizing upon an idea that came to him while in college, Smith and his company have single handedly built and dominated the overnight delivery industry. Though the idea was slow growing at first, FedEx lost $29 million in its first... View Details
    Keywords: Transportation
    • 24 May 2021
    • Op-Ed

    Can Fabric Waste Become Fashion’s Resource?

    Co (part of PVH), and Rockport (an Adidas subsidiary), “a full design and delivery cycle is easily 12 months,” and factory orders are usually placed five months in advance. When the pandemic hit, brands had already put in their... View Details
    Keywords: by Geoffrey Jones and Shelly Xu; Fashion
    • 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
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      Morton H. Meyerson

      massive growth that, at one time, included the addition of 30,000 employees in less than eighteen months. Despite the whirlwind growth, Meyerson built a formidable management team and maintained a highly organized approach in the delivery... View Details
      Keywords: Services