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

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2020
Working Paper

Accounting for Product Impact in the Consumer Finance Industry

By: George Serafeim and Katie Trinh

We apply the product impact measurement framework of the Impact-Weighted Accounts Initiative (IWAI) in two competitor credit card providers within the consumer finance industry. We design a monetization methodology that allows us to calculate monetary impact estimates... View Details

July 2012
Case

Droga5: Launching Jay-Z's Decoded

By: Anita Elberse and Kwame Owusu-Kesse

In 2010, David Droga and Andrew Essex, co-founders of advertising agency Droga5, hope to convince both John Meneilly, manager of hip-hop star Shawn Carter—better known as Jay-Z—and a partner in Carter's company Roc Nation and Yusuf Mehdi, senior vice president of... View Details

Keywords: Advertising; Advertising Campaigns; Marketing; Brands and Branding; Entertainment; Advertising Industry; Entertainment and Recreation Industry

June 2020
Case

Agile Consumer Product Innovation with Alibaba's Tmall Innovation Center

By: William R. Kerr, Daniel O'Connor and James Palano

Consumer products companies were beset by changes on all sides during the 2010s. Customers were increasingly turning to ecommerce platforms rather than shopping in-store. Meanwhile, nimble, digitally-savvy competitors were gaining market share by capitalizing on the... View Details

Keywords: Future Of Work; Retail; Ecommerce; Alibaba; Consumer Products; Innovation; Innovation and Invention; Product Development; Consumer Behavior; E-commerce; Consumer Products Industry; Retail Industry; China

January 2013 (Revised October 2013)
Case

Chef Davide Oldani and Ristorante D'O

By: Gary Pisano, Alessandro Di Fiore, Elena Corsi and Elisa Farri

This case examines the unique business model of Ristorante D'O, a high end gourmand restaurant located near Milan, Italy. Founded by Chef Davide Oldani, D'O offers meals at approximately one-third the price of other Michelin starred restaurants. Oldani has made this... View Details

Keywords: Business Model; Expansion; Creativity; Competitive Strategy; Retail Industry; Food and Beverage Industry; Milan

Teaching Interest

Field Course: Social Innovation Lab

By: Brian L. Trelstad

Co-taugh with Prof. John Kim

This course provides students an opportunity to use the discipline of entrepreneurial... View Details

Keywords: Innovation and Invention; Social Enterprise

January 2009 (Revised July 2015)
Case

Restaurant Promotions in 2015

By: Benjamin Edelman

A variety of services offer consumers discounts when dining at participating restaurants. This case examines four such services: Entertainment Book, Restaurant.com, Rewards Network, and Groupon. Despite key functional similarities, each of the services chooses an... View Details

Keywords: Marketing Strategy; Two-Sided Platforms; Service Delivery; Service Operations; Internet; Service Industry; Service Industry

2011
Case

Wrapitup

By: W. Earl Sasser

A restaurant chain based in California offers made-to-order sandwich wraps using fresh, healthy ingredients. The founders of the company take a very active role in day-to-day business and tightly control every aspect of the restaurant operation from hiring store... View Details

Keywords: Service Operations; Governance Controls; Revenue; Employee Relationship Management; Planning; Customer Satisfaction; Problems and Challenges; Profit; Change Management; Compensation and Benefits; Leadership Style; Service Industry; California

June 2015
Case

Beacon Group of Hong Kong: Finding Light in the Shadow Education Industry

By: Christopher Marquis, Qi Li and Guy Leung

After more than 25 years of operation, Beacon Group had grown from having 3 small classrooms on the fourth floor of a commercial building, to a network of 21 centers across Hong Kong with over 60,000 students enrolled per year. The key long-term challenge for the... View Details

Keywords: Online Education; Education; Tutoring; Incentives; Hong Kong; Motivation and Incentives; Internet and the Web; Family Business; Education Industry; Hong Kong

November 2012 (Revised May 2013)
Case

ASUSTeK and the Google Nexus 7 Tablet

By: Willy C. Shih and Jyun-Cheng Wang

Days after Jerry Shen introduced a new tablet computer at the Consumer Electronics Show, a Google meeting convinced him to go with a lower price point and co-branding as the Nexus 7. While his company would have a premier position at launch, companies like Samsung... View Details

August 2020
Case

This Old House of Worship: St. Anthony Shrine (A)

By: Ryan Raffaelli

This multimedia case asks students to consider how leaders of non-profit organizations manage difficult financial, operational, and cultural turnarounds. Since its founding in 1947, St. Anthony Shrine had been a central partner in serving the Downtown Boston community.... View Details

Keywords: Leadership And Change Management; Turnarounds; Non-profit Management; Leadership; Change Management; Nonprofit Organizations; Management; Religion; Mission and Purpose; Transformation; Organizational Culture; United States

June 2020
Case

RBC: Transforming Transformation (A)

By: Ethan Bernstein, Francesca Gino and Aldo Sesia

In 2017, the Royal Bank of Canada (RBC), a Canadian financial icon, mandated a swat team of “enablers of collaboration” (their job description) to support the personal and commercial bank in the enterprise-wide RBC Cultural Transformation initiative. Historically,... View Details

Keywords: Service Delivery; Information Technology; Transformation; Change Management; Collaborative Innovation and Invention; Innovation and Management; Decision Making; Human Resources; Management Systems; Organizational Design; Organizational Structure; Groups and Teams; Management Teams; Financial Services Industry; Financial Services Industry; Canada

June 2002 (Revised September 2005)
Case

Online Music Distribution in a Post-Napster World

By: Youngme E. Moon

Provides a description of the rise and decline of Napster, the free Internet music-swapping service. Also describes second-generation peer-to-peer services (e.g., Gnutella) as well as paid subscription services (e.g., MusicNet, pressplay). View Details

Keywords: Distribution; Internet and the Web; Price; Marketing Channels; Service Operations; Music Industry

January 2011 (Revised October 2014)
Case

Dropbox: 'It Just Works'

By: Thomas R. Eisenmann, Michael Pao and Lauren Barley

Dropbox is a venture-backed Silicon Valley startup, founded in 2006, that provides online storage and backup services to millions of customers using a "freemium" (free + premium offers) business model. The case recounts Dropbox's history from conception through... View Details

Keywords: Business Model; Growth and Development Strategy; Management Practices and Processes; Distribution; Product Design; Product Development; Internet; Service Industry; California

January 2010 (Revised February 2010)
Case

IBM Retail Business Assessment at Dillard's, Inc.: Managing Staffing Levels to Improve Conversion

This case illustrates the challenges associated with matching staffing levels with variable workload in retail stores and highlights how decisions related to staffing and scheduling affect operational performance and the quality of labor at the stores. The case... View Details

Keywords: Customer Satisfaction; Employees; Market Transactions; Service Delivery; Service Operations; Performance Improvement; Retail Industry

2016
Case

Advanced Leadership Pathways: Alberto Mora and the Costs and Consequences of Torture

By: Rosabeth M. Kanter and Benjamin Summers

Alberto Mora's time as General Counsel of the Navy from 2001–2006 greatly influenced his mission to illuminate the policy consequences of torture. Mora's drive to restore the nation's awareness and conscience against torture was gaining traction. Prominent... View Details

Keywords: Leadership Skills; Torture; Costs And Consequences; Humane; Restraint; Human Dignity; Treatment Of Prisoners; Prison; Repression; Opposition; Revolution; Democracy; Communism; International Affairs; Public Service; September 11; War On Terror; Operation Enduring Freedom; Guantanamo; Cuba; Coalition; Working Group; Cruelty; Interrogation; Memorandum; American Law; Authority; Authoritative; Quadrennial Defense Review; National Defense Authorization Act; Public Engagement; Advocacy; Law; Accountability; Center For The Victims Of Torture; Human Rights; Public Policy; Legality; Morality; Legal System; Tactical Military Operations; West Point; NGO; Human Rights First; American Civil Liberties Union; Human Rights Watch; Amnesty International; Constitution Project; Center For Constitutional Rights; Strategic Military Effect; National Security; Weapon; Terrorism; Prisoners Of War; Abu Ghraib; Pentagon; Ethics; Moral Sensibility; Leadership; Rights; Policy; Public Opinion; United States

February 2022 (Revised January 2023)
Case

Huazhu: A Chinese Hotel Giant's Journey of Digital Transformation

By: Feng Zhu, Yulin Fang, Bonnie Yining Cao and Duan Yang

Based in Shanghai, China, Huazhu Group, the world’s third-largest hotel operator, was known for its standardized IT system. It helped the company boost efficiency during the COVID-19 pandemic. Chief Digital Officer Xinxin Liu also faced some longer-term challenges:... View Details

Keywords: Hotel Industry; COVID-19 Pandemic; Labor; Business or Company Management; Emerging Markets; Information Technology; Operations; Strategy; Digital Transformation; Accommodations Industry; China; United States; Singapore; Germany; Hong Kong

October 2024
Case

Ranger Energy Services: Bridging Public & Private Markets

By: Joseph Pacelli, Ravi Ramniklal Gondalia and James Weber

In August of 2017, CSL Capital, a private equity fund founded and operated by Charlie Leykum (HBS ’04), was deciding to take one of its portfolio companies, Ranger Energy Services, public. Founded in 2014, Ranger Energy was an oilfield service company providing... View Details

Keywords: Entrepreneurship; Initial Public Offering; Financial Strategy; Valuation; Private Equity; Business Strategy; Investment Portfolio; Investment Return; Financial Services Industry; Energy Industry; United States

22 Dec 2008
Research & Ideas

10 Reasons to Design a Better Corporate Culture

frequent celebrations. In addition, BHC rewards individual accomplishments through such things as "WOW (Workers becoming Owners and Winners) Super Service Certificates," appreciation cards for 90-day employees that list their... View Details

Keywords: by James L. Heskett, W. Earl Sasser & Joe Wheeler

November 2011
Case

WrapItUp: Developing a New Compensation Plan

By: W. Earl Sasser Jr. and Rachel Shelton

A restaurant chain based in California offers made-to-order sandwich wraps using fresh, healthy ingredients. The founders of the company take a very active role in day-to-day business and tightly control every aspect of the restaurant operation from hiring store... View Details

Keywords: Empowerment; Middle Management; Human Resource Management; Compensation; Incentives; Motivation; Motivation and Incentives; Change Management; Business Growth and Maturation; Service Delivery; Entrepreneurship; Employees; Compensation and Benefits; Service Industry; Service Industry; Service Industry; California

February 2018 (Revised March 2018)
Case

Artificial Intelligence and the Machine Learning Revolution in Finance: Cogent Labs and the Google Cloud Platform (GCP)

By: Lauren Cohen, Christopher Malloy and William Powley

This case examines the intersection of two firms (Cogent Labs—a machine learning software firm in Tokyo; and Google, the technology infrastructure giant) attempting to exploit the benefits of artificial intelligence and machine learning in the financial services... View Details

Keywords: Technological Innovation; Finance; Growth and Development Strategy; Business Model; Applications and Software; Infrastructure; Financial Services Industry; Financial Services Industry

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