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04 Jul 2016
Research & Ideas

Is Your Org Chart Stuck in a Rut? Try a Scientific Experiment

But with few exceptions, organizational structure has failed to keep up with other market-fueled technological innovation. As a result, a lot of companies are stuck in a structure rut, and aren’t operating as smoothly as they could be.... View Details

Keywords: by Carmen Nobel

September 2004 (Revised December 2004)
Case

Metso Paper: Globalization of Finnish Metal Workshops

By: Lynda M. Applegate, Marikka Heikkila and Kalle Lyytinen

Metso Paper, the world's largest producer of paper machines, aims to transform itself into a knowledge- and information-based service and solution provider for the paper industry by aggressively exploiting information technologies. In the fall of 2002, Jorma Hujala, a... View Details

Keywords: Production; Customer Value and Value Chain; Information Technology; Corporate Strategy; Knowledge Management; Machinery and Machining; Expansion; Service Delivery; Manufacturing Industry; Pulp and Paper Industry; Finland

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02 Jan 2024
Research & Ideas

10 Trends to Watch in 2024

The lightning-fast ascent of generative AI isn’t the only sea change on the horizon for businesses in the new year. The global economy is in flux as war, climate change, trade issues, and infrastructure problems demand attention. Many companies continue to struggle to... View Details

Keywords: by Rachel Layne

October 1989
Case

Federal Express: The Money Back Guarantee (A)

Discusses a large overnight express company, which guarantees its service, and which has created a major headache for one of its customers. The problem exposes deficiencies in its service and in the guarantee it has advertised heavily. A formal complaint is made to the... View Details

Keywords: Service Delivery; Crisis Management; Service Industry; Service Industry

July 2018
Case

LIXIL Group Corporation: Building a New Company in an Old Industry

By: Boris Groysberg and Akiko Kanno

In the spring of 2018, Kinya Seto, president and CEO of LIXIL Group Corporation, a major housing and building products and services company, called a meeting at the company’s head office in central Tokyo to discuss how to implement the new three-year strategic plan.... View Details

Keywords: Turnaround; Leadership And Change Management; Consolidation; Change Management; Leadership; Global Strategy; Business Model; Consumer Products Industry; Manufacturing Industry; Japan

October 1986 (Revised March 1989)
Case

Singapore Airlines (A)

New competition has led to doubts about Singapore Airlines' excellent reputation for in-flight services. The key to maintaining or improving service is the attitude and proficiency of the cabin crews. The company now discovers that there may be problems in this group.... View Details

Keywords: Quality; Service Operations; Employees; Air Transportation Industry; Singapore

June 2010
Case

Playa Dorada Tennis Club: Expansion Strategy

By: W. Earl Sasser Jr. and Brent Kazan

Playa Dorada Beach & Resort in Boca Raton, Florida, faces a growing seasonal demand for tennis services. The number of guests is expected to double in the next few years, and while the tennis facilities are a popular and well-promoted amenity at the resort, court space... View Details

Keywords: Service Operations; Planning; Price; Expansion; Tourism Industry; Accommodations Industry; Travel Industry; Florida

November 2020 (Revised February 2022)
Case

CommonSpirit Health: Integrating a Merger of Equals

By: Robert S. Huckman, Hise Gibson and Nicole Gilmore

Soon after closing the 2019 merger of Catholic Health Initiatives (CHI) and Dignity Health to create CommonSpirit Health, Lloyd Dean and Kevin Lofton-–jointly appointed to the role of CEO—must make several operational and strategic decisions related to the integration... View Details

Keywords: Health Care Delivery; Hospital; Merger; Merger Integration; Hospital Mergers; Health Information Technology; CEOs; Health Care and Treatment; Mergers and Acquisitions; Integration; Leadership; Customer Value and Value Chain; Decision Choices and Conditions; Governance; Information Technology; Health Industry; United States

October 2019 (Revised February 2020)
Case

Brightview Senior Living

By: Lynda M. Applegate and James Weber

Marilynn Duker, CEO, was exploring how to grow the company while maintaining the culture that made it a leader in the field of senior housing. Brightview constructed and operated senior living apartment communities that offered independent living, assisted living, and... View Details

Keywords: Growth and Development Strategy; Organizational Culture; Employee Relationship Management; Real Estate Industry; United States

April 2009 (Revised August 2009)
Case

Petrobras in Ecuador (A)

By: Aldo Musacchio, Lena G. Goldberg and Ricardo Reisen de Pinho

On October 18, 2007, Ecuador's President Rafael Correa announced his intention to migrate Petrobras' existing participation contracts to exploit oil reserves in Ecuador's Blocks 18 and 31 to servicing agreements under which Petrobras would be paid a production fee and... View Details

Keywords: Metals and Minerals; Globalized Firms and Management; Corporate Governance; Government Administration; Taxation; Contracts; Negotiation Process; Negotiation Tactics; Public Ownership; Business and Government Relations; Business and Shareholder Relations; Brazil; Ecuador

March 2009 (Revised May 2011)
Case

Addleshaw-Goddard LLP

By: Robert G. Eccles, Amy C. Edmondson and James Weber

Addleshaw-Goddard (AG), the 15th largest law firm in the U.K., is seeking ways to serve larger clients on more important legal matters. Part of this strategy involves its "Client Development Centre (CDC)," an innovative idea and set of services launched by Dr. Jim... View Details

Keywords: Price; Innovation and Invention; Service Operations; Partners and Partnerships; Competitive Advantage; Diversification; Legal Services Industry; United Kingdom

February 2016
Supplement

Financing Curtis LLP

By: Nikolaos Trichakis

This is a follow-up to "Curtis LLP: A Case on Cases," HBS case No. 616-049. It explores the challenges facing debtors when dealing with borrowing firms that have operational flexibility. View Details

Keywords: Management; Operations; Borrowing and Debt; Financial Services Industry

February 2020
Case

Rotoplas: Bringing More and Better Water

By: John D. Macomber and Carla Larangeira

Private companies were being turned to for potable water in the world’s megacities due to impacts of climate change including droughts and flooding. Mexico City had endured several water-related crises, with its population suffering from floods, droughts, water... View Details

Keywords: Water Supply; Water Management; Finance; Infrastructure; Urban Development; Business and Government Relations; Latin America; Mexico

April 2021
Case

Buy Online, Pickup in Store: Evaluating an Omnichannel Intervention in Retail

By: Antonio Moreno, Santiago Gallino and Amy Klopfenstein

In October 2018, fashion, wellness, and beauty retailer Sylvarella implemented a Buy Online, Pickup in Store (BOPS) program in an attempt to counteract a sales decline. While BOPS had the potential to meet customer expectations for a seamless order and fulfillment... View Details

Keywords: Operations; Service Delivery; Logistics; Infrastructure; Distribution Channels; Order Taking and Fulfillment; Analysis; Retail Industry; Apparel and Accessories Industry; United States; Canada

July 1993
Case

National Youth Association

One division questions the prices for services provided by other divisions which are higher than bids received from outside contractors. The issue is submitted to senior management for resolution. View Details

Keywords: Operations; Conflict and Resolution

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July–August 2018
Article

Using Time-Driven Activity-Based Costing to Model the Costs of Various Process-Improvement Strategies in Acute Pain Management

By: Keyuri Popat, Kelly Ann Gracia, Alexis B. Guzman and Thomas W. Feeley

Pain control for patients undergoing thoracic surgery is essential for their comfort and for improving their ability to function after surgery, but it can significantly increase costs. Here, we demonstrate how time-driven activity-based costing (TDABC) can be used to... View Details

Keywords: Time-Driven Activity-Based Costing; Health Care and Treatment; Cost Management; Performance Improvement

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May 1998 (Revised September 1999)
Background Note

Note on Managed Care

By: Richard M.J. Bohmer

Presents an overview of managed care. Describes the relationship between provider and insurance companies, examines the implications for consumers, and discusses financial arrangements and operational characteristics commonly observed in the industry. Also provides a... View Details

Keywords: Customers; Insurance; Health Care and Treatment; Service Operations; Relationships; Insurance Industry

Article

Update on E-liability Accounting

By: Robert Kaplan, Karthik Ramanna and Piyush Jha

Since publication of the original E-liability carbon accounting paper (HBR, Nov 2021), we created the E-liability Institute to help companies, governments, and nonprofits implement the method. The Institute’s mission is to test and validate the method, and develop... View Details

Keywords: Decarbonization; Carbon Footprint; Supply Chain; Environmental Sustainability; Environmental Accounting

March 2023 (Revised May 2025)
Case

On

By: Ramon Casadesus-Masanell, Karolin Frankenberger and Sascha Mader

Founded in 2010, in just one decade, the Swiss company On had established itself as a main player in global sports footwear and apparel. Based on an unconventional strategy which one of the founders labeled as “obsessively distinct,” On grew its sales with a compound... View Details

September 1973 (Revised October 1980)
Case

Sea Pines Racquet Club

By: W. Earl Sasser

The student is required to develop a strategy for a tennis club of a large resort area. The tennis director must decide how many courts he needs to build within the next three years, what surface they should have, and how much he should charge for their use.... View Details

Keywords: Price; Service Operations; Organizations; Performance Capacity; Planning; Strategy; Accommodations Industry; Sports Industry

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