Publications

January 1994 (Revised May 1995)
Case

Xerox: Design for the Environment

By: Richard H.K. Vietor

In 1990, Xerox undertook an "Environmental Leadership Program" designed to make Xerox an industry leader in non-polluting operations, recycling, and products actually designed for the environment. This effort flowed naturally out of the system of total quality... View Details

Keywords: Product Design; Production; Service Delivery; Service Operations; Organizational Design; Environmental Sustainability

May 1993 (Revised July 1995)
Case

Air Miles

By: John A. Quelch

The chairman and CEO of a U.K.-based frequent buyer travel award program is planning on launching in North America. Management must determine the marketing strategy to be used, specifically how the U.K. program should be altered, whether the U.S. and Canadian markets... View Details

Keywords: Marketing Strategy; Service Delivery; Market Entry and Exit; Adaptation; Product Launch; Service Industry; Canada; United Kingdom; United States

Find at Harvard

April 1993 (Revised May 2009)
Case

Aravind Eye Hospital, Madurai, India: In Service for Sight, The

By: V. Kasturi Rangan

Starting as a modest 20-bed hospital, Aravind had grown into a 1,400-bed hospital complex by 1992. It had by then screened 3.65 million patients and performed 335,000 cataract surgeries, nearly 70% of them free of cost for the poorest of India's blind population.... View Details

Keywords: Developing Countries and Economies; Social Marketing; Service Delivery; Service Operations; Welfare; Expansion; Health Industry; India

February 1985
Case

Business Research Corp. (B)

By: William A. Sahlman

Contains a description of a set of related decisions confronting the management and directors of Business Research Corp. (BRC) in April of 1984. BRC needs more capital to finance continued development of the market for a full-text database comprised of Wall Street... View Details

Keywords: Decisions; Finance; Capital Structure; Capital; Goals and Objectives; Conflict of Interests; Business Plan; Financing and Loans; Ethics

April 1983 (Revised June 2003)
Case

Shouldice Hospital Limited

By: James L. Heskett

Various proposals are set forth for expanding the capacity of the hospital. In assessing them, serious consideration has to be given to the culture of the organization and the importance of preserving it in a service delivery system. In addition to issues of capacity... View Details

Keywords: Expansion; Health Care and Treatment; Performance Capacity; Organizational Culture; Service Delivery; Growth Management; Strategic Planning; Quality; Social Enterprise; Health Industry; Canada

August 1982 (Revised May 1986)
Case

Lowe Computer Services: Capacity and Service Level Planning

By: James I. Cash Jr.

Keywords: Performance Capacity; Service Delivery; Planning