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

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May 1996 (Revised May 1997)
Case

Colliers International Property Consultants, Inc.: Managing a Virtual Organization

By: Lynda M. Applegate and Carin-Isabel Knoop

In less than 20 years, the real estate firm Colliers International expanded into a federation of 180 offices with close to 4,500 professionals in over 30 countries. Because Colliers expanded by signing up existing firms strong in their local markets, its leaders had to... View Details

Keywords: Demand and Consumers; Globalized Firms and Management; Management Practices and Processes; Service Operations; Information Technology; Organizational Structure; Mergers and Acquisitions; Business Strategy; Budgets and Budgeting; Real Estate Industry

December 1997 (Revised December 2013)
Case

CCBN.COM

By: William A. Sahlman

A new service is being developed to help investor-relations managers at public companies communicate with investors over the Internet. View Details

Keywords: Business Startups; Entrepreneurship; Service Operations; Internet

August 2003 (Revised September 2003)
Case

Tower Software

Tower Software (TS) is a publicly traded corporation engaged in multiple facets of the computer software business. Its flagship product, TS SERVE, is a successful proprietary network operating system. TS also develops and sells applications software for word... View Details

Keywords: Applications and Software; Product Launch; Web Services Industry; Web Services Industry

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October 2009 (Revised January 2010)
Case

The Joslin Diabetes Center

By: Michael E. Porter, Elizabeth Olmsted Teisberg and Scott Wallace

The Joslin Diabetes Center in Boston, Massachusetts is a leading center for diabetes care, clinician training, and research. The incidence of diabetes is rising precipitously worldwide, challenging quality of life with its complications and rapidly accelerating health... View Details

Keywords: Integration; Service Delivery; Medical Specialties; Health Care and Treatment; Outcome or Result; Corporate Finance; Health Industry; Boston

September 2010 (Revised December 2011)
Case

WildChina: Taking the Road Less Traveled

By: Mukti Khaire, Daniel Isenberg, Victoria Song and Shirley Spence

This case deals with supplier difficulties faced by WildChina—a travel service provider in China. WildChina is a classic case of a company that is trying to bring a local, within-country product to a market outside the country (in this case, travelers to China from... View Details

Keywords: Business Model; Business Startups; Customer Focus and Relationships; Local Range; Globalized Markets and Industries; Supply Chain Management; Conflict Management; Travel Industry; China

2014
Teaching Note

Meizhou Dongpo Restaurant Group (TN)

By: F. Warren McFarlan, Weiku Wu and Jia Guo

Since the establishment of the first Meizhou Dongpo Restaurant in Beijing in 1996, Wang Gang and his wife Liang Di have opened more than 100 chain restaurants in China and foreign countries, and set up the group headquarters, logistics center, R&D center and central... View Details

Keywords: Internationalization; Management; Standardization; Strategy; China; Restaurants; China

March 2010 (Revised June 2011)
Case

Mirae Asset: Korea's Mutual Fund Pioneer

By: Mukti Khaire, Michael Shih-ta Chen and G.A. Donovan

Park Hyeon-Joo, the founder and chairman of Korea's earliest and largest mutual fund company, plans to expand internationally. After first offering emerging market funds to its Korean customers, the company then began selling local-currency funds in India and Brazil.... View Details

Keywords: Developing Countries and Economies; Entrepreneurship; Investment; Global Strategy; Emerging Markets; Financial Services Industry; South Korea

July 2021
Teaching Plan

Aligning Mission and Margin at Southern Bancorp

By: Rebecca Henderson, Brian Trelstad and Eren Kuzucu

Teaching Plan for HBS Case No. 321-099. In October 2020, after spending almost a decade to turnaround Southern Bancorp, an Arkansan bank founded with the mission to provide financial services to rural, underserved communities, CEO Darrin Williams is wondering how... View Details

Keywords: Racial Wealth Gap; Banks and Banking; Growth and Development; Corporate Social Responsibility and Impact; Mission and Purpose; Going Public; Investment Return; Social Issues; Wealth and Poverty; Financial Services Industry; Financial Services Industry; United States; Arkansas

Profile

Angela R. Hicks Bowman

contractor. He grew frustrated by the dearth of a dependable rating service such as Unified Neighbors, an effective such resource in Indianapolis where he used to live. He decided to start a similar business in Columbus and recruited... View Details

August 2009 (Revised July 2010)
Case

Jones Lang LaSalle: Reorganizing around the Customer (2005)

By: Ranjay Gulati and Lucia Menzer Marshall

Peter Roberts, CEO of Jones, Lang, LaSalle (JLL) Americas division, has been charged with expanding the company's presence in its core geographic markets while simultaneously growing its corporate account business. Roberts and his task force have narrowed their options... View Details

Keywords: Decision Choices and Conditions; Global Strategy; Growth and Development Strategy; Organizational Structure; Business Strategy; Real Estate Industry

April 2005 (Revised March 2007)
Case

eAccess, Ltd.

By: Thomas R. Eisenmann, Masako Egawa and Ariko Ota

The managers of eAccess, Japan's third largest provider of digital subscriber line (DSL) service, must decide whether to enter the mobile communications business. Japan's mobile services are among the world's most expensive, and incumbent carriers' profits are high. To... View Details

Keywords: Information Infrastructure; Diversification; Policy; Business Startups; Mobile and Wireless Technology; Communications Industry; Telecommunications Industry; Japan

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March 2005
Case

Henkel Iberica (A)

By: Francisco de Asis Martinez-Jerez, V.G. Narayanan and Lisa Brem

In 2002, Esteban Garriga, customer service director at Henkel Iberica, questions whether Collaborative Planning, Forecasting, and Replenishment (CPFR) would help manage retail promotions and limit their impact on the stock-outs and obsolete inventory. Describes the... View Details

Keywords: Business Subsidiaries; Forecasting and Prediction; Price; Distribution Channels; Strategic Planning; Commercialization; Valuation; Rail Industry; Germany; Spain

September 2001 (Revised August 2004)
Case

Rapid Rewards at Southwest Airlines

By: Frances X. Frei and Corey B. Hajim

Southwest Airlines is well known as the low-fare airline that has achieved ongoing financial success in one of the most financially troubled industries in the United States. Told from the perspectives of two Southwest customers--a frequent flier and a more typical... View Details

Keywords: Customer Relationship Management; Air Transportation; Service Operations; Service Delivery; Air Transportation Industry

August 1998 (Revised June 2013)
Case

Business Plan for Room For Dessert: Adding Unique Ingredients to Life's Balancing Act

By: Joseph B. Lassiter III and Michael J. Roberts

Summarizes the business plan for a concept restaurant focused on late evening dessert service as well as its subsequent rollout plan. View Details

Keywords: Business Strategy; Planning; Business Plan; Outcome or Result; Service Operations; Experience and Expertise; Service Industry; Service Industry

November 2009 (Revised January 2010)
Case

Zara: Managing Stores for Fast Fashion

By: Zeynep Ton, Elena Corsi and Vincent Marie Dessain

Pablo Isla, the CEO of Zara, wanted to improve operational efficiencies in managing its store network. In particular, he wanted to improve labor productivity at the stores. He considered outsourcing certain store operations to third parties, changing the way store... View Details

Keywords: Compensation and Benefits; Employees; Managerial Roles; Service Operations; Business Processes; Organizational Change and Adaptation; Performance Efficiency; Performance Productivity; Retail Industry

09 Jul 2010
Working Paper Summaries

The Limits of Nonprofit Impact: A Contingency Framework for Measuring Social Performance

Keywords: by Alnoor Ebrahim & V. Kasturi Rangan

Alan D. MacCormack

Alan MacCormack is the MBA Class of 1949 Adjunct Professor of Business Administration at the Harvard Business School, a member of The Digital, Data, and Design (D^3) Institute at Harvard, and a core faculty member... View Details

Keywords: automotive; communications; computer; e-commerce industry; electronics; high technology; information technology industry; internet; semiconductor; software; telecommunications; venture capital industry

July 2006
Case

Boeing's e-Enabled Advantage

By: Lynda M. Applegate, Joseph S. Valacich, Mara Vatz and Christoph Schneider

Examines Boeing's new strategy of offering services to regain market dominance and help its struggling airline customers improve efficiency and profitability. View Details

Keywords: Air Transportation; Business Strategy; Marketing Strategy; Service Operations; Air Transportation Industry

May 15 2018
Testimonial

Winning in a Competitive Market

March 1, 2021
Article

Transitioning to Clean Energy Transportation Services: Life-cycle Cost Analysis for Vehicle Fleets

By: Stephen Comello, Gunther Glenk and Stefan Reichelstein

Comprehensive global decarbonization requires that transportation services cease to rely on fossil fuels for power generation. This paper develops a generic, time-driven life-cycle cost model for mobility services to address two closely related questions central to the... View Details

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