Service Design - Publications - Faculty & Research

January 2024
Supplement

Winning Business at Russell Reynolds

In an effort to make compensation drive collaboration, Russell Reynolds Associates’ (RRA) CEO Clarke Murphy sought to re-engineer the bonus system for his executive search consultants in 2016. As his HR analytics guru, Kelly Smith, points out, that risks upsetting—and... View Details

Keywords: Restructuring; Talent and Talent Management; Compensation and Benefits; Growth and Development Strategy; Organizational Change and Adaptation; Organizational Culture; Performance Evaluation; Motivation and Incentives; Consulting Industry

Citation

Purchase

Web

Organizational Behavior Curriculum - Faculty & Research

look at successful leaders in action to see how they: Develop a vision of the future. Align the organization behind that vision. Motivate people to achieve the vision. Design effective organizations and change them to achieve superior... View Details

10 Feb 2015
First Look

First Look: February 10

Publications February 2015 RAND Journal of Economics Performance Responses to Competition Across Skill-Levels in Rank Order Tournaments: Field Evidence and Implications for Tournament Design By: Boudreau, Kevin J., Karim R. Lakhani, and... View Details

Keywords: Sean Silverthorne

07 Jun 2023
Blog Post

My One Case: MBA Class of 2023 Looks Back

designed to alleviate burdens for frontline workers. The model—which included elements like scheduling, cross-training, and optimal store layouts—freed up employees to create a better service experience for... View Details

September 2001 (Revised May 2006)
Case

Webvan

Examines Webvan's operations and the processes by which it delivers groceries that were ordered from the Internet to customers' homes. Recounts Webvan's history from founding through early 2001 and concentrates on the unique approaches to warehousing, delivery,... View Details

Keywords: Business Model; Failure; Business Startups; Service Industry; Service Industry

Citation

Educators

Purchase

Web

Sample Student Projects - Institute For Strategy And Competitiveness

The Offshoring Cluster in Egypt (2009) The Danish Design Cluster (2007) The Philippines Contact Center Cluster (2007) Armenia IT Services Cluster (2006) Karnataka (India) Offshore IT and Business Process... View Details

23 Oct 2000
Research & Ideas

The Strategy-Focused Organization

strategy. Heads of shared service units—marketing, human resources, and information technology, among others—were included in the membership of the leadership team to ensure that information about customers, people, and technology were... View Details

Keywords: by Robert S. Kaplan & David P. Norton

August 1999 (Revised September 1999)
Case

Double Dealmaking in the Browser Wars (A)

By: James K. Sebenius

Recounts two complex negotiations in which Netscape and Microsoft compete to win a browser contract with AOL--then later with KPMG. After reviewing the web and browser sectors, this case recounts AOL's dramatic negotiations with Netscape and with Microsoft over which... View Details

Keywords: Negotiation Process; Negotiation Tactics; Negotiation Deal; Web; Web Services Industry

Citation

Educators

Purchase

March 2022
Supplement

Winning Business at Russell Reynolds (B)

By: Ethan Bernstein and Cara Mazzucco

In an effort to make compensation drive collaboration, Russell Reynolds Associates’ (RRA) CEO Clarke Murphy sought to re-engineer the bonus system for his executive search consultants in 2016. As his HR analytics guru, Kelly Smith, points out, that risks upsetting–and... View Details

Citation

Purchase

22 Mar 2024
Research & Ideas

Open Source Software: The $9 Trillion Resource Companies Take for Granted

Hoffmann, a postdoctoral scholar at the Laboratory for Innovation Science at Harvard (LISH) at the Digital Data Design Institute at Harvard, and Yanuo Zhou, a doctoral candidate at the University of Toronto. To quantify the dollar value... View Details

Keywords: by Rachel Layne; Computer; Information Technology; Technology

01 Mar 2019
News

The Burden Legacy

reforms. Burden Hall was made possible by the Burden family, leaders in business and the arts. A big space designed for big moments, it became the focal point of community life at HBS. In the fall of 2017, after 46 eventful years, Burden... View Details

Keywords: Linda Kush

Web

2023 Reunion Presentations - Alumni

coaching session. BAKER LIBRARY Stamps Reading Room | 9:00 am – 5:00 pm + More Info – Less Info Exploring a new career opportunity, working on a pitch deck, or interested in finding out more about a competitor? We can help! Talk to a Baker librarian to learn how to... View Details

November 2000
Case

Geocast Network Systems, Inc.

By: Thomas R. Eisenmann, Christina L. Darwall and Elizabeth Kind

Geocast, a venture-backed start-up, had developed innovative technology for "datacasting" broadband information and entertainment content to an external hard drive, where it was cached for later retrieval by a Web-enabled PC. By using terrestrial TV, direct broadcast... View Details

Keywords: Business Model; Customer Value and Value Chain; Entrepreneurship; Venture Capital; Information Management; Technological Innovation; Marketing Channels; Corporate Strategy; Web Services Industry; Web Services Industry

Citation

Find at Harvard

David Thomas is H. Naylor Fitzhugh Professor of Business Administration at Harvard Business School. His research addresses issues related to executive development, cultural diversity in organizations, leadership and organizational change. He recently served as a... View Details

Keywords: financial services; financial services; financial services; financial services; financial services; financial services

Web

Alumni Engagement | Social Enterprise | Harvard Business School

resources on governance. Sign Up For OnBoard Program Updates The Leadership Collaborative The Leadership Collaborative is designed to connect and support alumni deeply engaged in social impact as a career and who are currently working... View Details

11 Apr 2023
Research & Ideas

Is Amazon a Retailer, a Tech Firm, or a Media Company? How AI Can Help Investors Decide

estate company—they have a lot of buildings,” says MarcAntonio Awada, head of research and data science at the Digital, Data, and Design Institute at Harvard (D^3). For an investor looking for an edge, the distinction could be critical.... View Details

Keywords: by Danielle Kost; Financial Services; Financial Services; Financial Services; Financial Services

09 Feb 2016
First Look

February 9, 2016

Download working paper: https://www.hbs.edu/faculty/Pages/item.aspx?num=39907 Does 'What We Do' Make Us 'Who We Are'? Organizational Design and Identity Change at the Federal Bureau of Investigation By: Gulati, Ranjay, Ryan Raffaelli, and... View Details

Keywords: Sean Silverthorne

January 2015 (Revised September 2017)
Case

Omar Selim: Building a Values-Based Asset Management Firm (A)

By: George Serafeim, Rebecca Henderson and Shannon Gombos

The sustainable investing market was a recent phenomenon in the first decade of the 21st century. However, an increasing number of investors began to integrated Environmental, Social and Governance (ESG) issues in investment decisions. At Barclays Capital, Omar Selim... View Details

Citation

Educators

Purchase

12 Jan 2010
First Look

First Look: Jan. 12

Zhang, Paul W. Farris, John W. Irvin, Tarun Kushwaha, Thomas J. Steenburgh, and Barton A. Weitz Publication:Journal of Interactive Marketing (forthcoming) Abstract Multichannel retailing is the set of activities involved in selling merchandise or View Details

Keywords: Martha Lagace

2024
Working Paper

Digital Platforms 2.0: Learnings, Opportunities, and Challenges

By: Shrabastee Banerjee, Ishita Chakraborty, Hana Choi, Hannes Datta, Remi Daviet, Chiara Farronato, Minkyung Kim, Anja Lambrecht, Puneet Manchanda, Aniko Oery, Ananya Sen, Marshall W Van Alstyne, Prasad Vana, Kenneth C Wilbur, Xu Zhang and Bobby Zhou

Platform-based digital ecosystems form the backbone of our interactions with the Internet. Over the past decade, digital ecosystems have witnessed significant growth, both in terms of industry footprint and academic research. Yet, the challenges associated with their... View Details

Keywords: Digital Platforms; Technology Adoption; E-commerce; Market Design

Citation

SSRN

Read Now