Service Delivery - Publications - Faculty & Research

09 Aug 2004
Research & Ideas

A Diagnostic for Disruptive Innovation

specific customer groups either are overserved or are unsatisfied nonconsumers. Overserved customers consume a product or service but don't need all its features or functionality. Three specific indicators point to this customer group:... View Details

Keywords: by Scott D. Anthony, Mark W. Johnson & Matt Eyring

Web

Teaching Cases - Institute For Strategy And Competitiveness

Health Delivery Project The Institute for Cancer Care Innovation MOC Network ICIC U.S. Cluster Mapping Project U.S. Competitiveness Project FSG Shared Value Initiative Social Progress Imperative AllWorld Network VBHCD Initiative VBHCD... View Details

25 Aug 2022
News

Comfort Zone

food and beverage or retail opportunities along the journey,” Fraser says. That and other technology can be adapted to reduce anxiety, improve time management, personalize boarding calls, or even for last-mile delivery within the airport.... View Details

07 May 2020
News

Ensuring Student Equity

learning programs, food and other basic resources, and health services for more than 1,200 children each week in this underserved community. “We had to rethink the operation of our food pantry. We had to develop learning materials that... View Details

Keywords: Jennifer Gillespie

01 Dec 2020
News

Finding The Right Patient-Provider Match

second year,” he says. Gardner has built Kyruus into an industry leader in providing search, scheduling, and data management services for health systems. Simplifying the Process “We don’t define what is right for the patients. Our job is... View Details

Keywords: Susan Young

31 Aug 2016
News

Managing McDonald’s Makeover

(McDonald's) (McDonald's) McDonald’s has a new head of US operations: Chris Kempczinski (MBA 1997). The former Kraft executive takes over effective January 1, and comes, according to the Associated Press, a year after new McDonald’s CEO Steve Easterbrook took over and... View Details

Keywords: Food Services and Drinking Places; Food Services and Drinking Places

September 2002 (Revised October 2002)
Case

Oklahoma VISION Project

By: Lynda M. Applegate and Susan Saltrick

Describes the two-year-old pilot phase of a public/private initiative in Oklahoma called the Virtual Internet School in Oklahoma Network (VISION) project. VISION was a first-of-its-kind, standards-based, vendor-neutral technology infrastructure developed to enable... View Details

Keywords: Measurement and Metrics; Internet and the Web; Performance Evaluation; Technological Innovation; Partners and Partnerships; Service Delivery; Innovation and Management; Entrepreneurship; Education; Information Technology Industry; Education Industry; Oklahoma; Western United States

Citation

Find at Harvard

05 Mar 2014
What Do You Think?

When Will the Next Dot.com Bubble Burst?

the Internet and promised one-hour delivery of a wide range of products, including an entire evening's complement of food and videos, with no delivery fee and at a price roughly equal to what one would pay... View Details

Keywords: by James Heskett; Publishing; Retail

03 Jun 2020
News

Keeping a Community Connected

Justin Pasquariello (MBA 2010) Justin Pasquariello (MBA 2010) At the end of most days, Justin Pasquariello (MBA 2010) feels like he hasn’t done enough. As executive director of East Boston Social Centers (EBSC), a century-old grassroots organization that provides... View Details

Keywords: Susan Young

15 Nov 2004
Research & Ideas

Solving the Health Care Conundrum

services as well as information that assesses the relative value delivered by providers. Because the United States has competition in health care, we would expect to see improving value, but we see just the opposite. Value-based... View Details

Keywords: by Michael E. Porter; Health

02 Apr 2015
Research & Ideas

Digital Initiative Summit: Big Messages, Small Screens, Many Choices

is, if the app is the way we interact with the brands, how do you get me to be one of your favorite apps?" Gupta said that a successful app must provide obvious, unique value—and meet consumers where they live. As an example, he cited the grocery chain Tesco, which... View Details

Keywords: by Carmen Nobel; Advertising

April 2007
Teaching Note

iPod vs. Cell Phone: A Mobile Music Revolution? (TN)

By: David B. Yoffie

Teaching note to 707419. View Details

Keywords: Music Entertainment; Emerging Markets; Brands and Branding; Sales; Opportunities; Price; Business Model; Mobile and Wireless Technology; Digital Platforms; Service Delivery; Music Industry

Citation

Purchase

01 Mar 2009
News

Your Taxi Is Waiting

was witnessing the inaugural flight of Blink, a European air-taxi service they had first conceived of while students at the School. The scene didn’t offer much drama — just another small plane taking off from the thousands of regional... View Details

Keywords: Julia Hanna; Air Transportation; Transportation

22 May 2020
In Practice

Post-COVID Health Care: More Screens, Less Red Tape?

high-paying ones. Wherever possible, health care professionals have shifted from their normal service lines to serve COVID patients. Primary care provider offices and outpatient services are empty. As a... View Details

Keywords: by Danielle Kost

23 Jul 2013
First Look

First Look: July 23

http://www.benedelman.org/publications/request/?doc=913061 Purchase this case: http://hbr.org/search/913061-PDF-ENG Harvard Business School Case 813-164 Grupo RBS (A) No description available. Purchase this case: http://hbr.org/search/813164-PDF-ENG Harvard Business... View Details

Keywords: Anna Secino

01 Dec 2007
News

Where Are the Innovators in Health Care?

drove productivity in the IT sector. These entrepreneurs, and so many others, have fundamentally improved our economy by making goods and services better, cheaper, and more accessible. But can you name any innovators in our bloated,... View Details

Keywords: Regina E. Herzlinger; Health, Social Assistance; Management

01 Dec 2015
News

Ink

something well, you’re not just looking at a Kuwaiti investor or a regional investor—it’s a global scene.” —Faisal Al-Hamad (MBA 2005), discussing the $170 million acquisition of Kuwaiti online food delivery View Details

15 Jan 2008
First Look

First Look: January 15, 2008

out among community hospital systems in its pursuit of service rationalization, clinical quality improvement, and value-based delivery. Driven by determined leadership, ThedaCare began site-based service... View Details

Keywords: Martha Lagace

11 Mar 2008
First Look

First Look: March 11, 2008

between customized and standardized approaches to care and challenges students to examine their preconceived notions of the social role of a health care delivery organization. Dr. Heidi Behforouz, PACT's director, must decide whether a... View Details