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  • All HBS Web  (12,420)
    • People  (21)
    • News  (3,893)
    • Research  (7,205)
    • Events  (76)
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  • Research Summary

Managing Service Operations Course Development

By: Frances X. Frei
Managing Service Operations is an Elective Curriculum course taught at HBS. Over thirty cases and exercises have been created for the course. For a list of the cases developed for this course, please see the Publications link below.  For the most recent syllabus,... View Details
  • May 2021 (Revised August 2021)
  • Supplement

Migros Turkey: Scaling Online Operations

By: Antonio Moreno and Anibha Singh
As Migros, one of Turkey’s largest grocery chains, forays into online groceries, the company faces operational challenges related to inventory management, fulfillment and last mile delivery and strategics questions related to growing in an ecosystem with rapidly... View Details
Keywords: Business Model; Internet and the Web; Growth and Development Strategy; Operations; Management; Competitive Strategy; Food and Beverage Industry; Turkey
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Moreno, Antonio, and Anibha Singh. "Migros Turkey: Scaling Online Operations." Harvard Business School PowerPoint Supplement 621-711, May 2021. (Revised August 2021.)
  • May 2021 (Revised February 2025)
  • Teaching Note

Migros Turkey: Scaling Online Operations

By: Antonio Moreno and Anibha Singh
Teaching Note for HBS Case Nos. 621-026, 621-027, and 621-062. As Migros, one of Turkey’s largest grocery chains, forays into online groceries, the company faces operational challenges related to inventory management, fulfillment and last mile delivery and strategics... View Details
Keywords: Business Model; Internet and the Web; Growth and Development Strategy; Operations; Management; Competitive Strategy; Food and Beverage Industry; Turkey
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Moreno, Antonio, and Anibha Singh. "Migros Turkey: Scaling Online Operations." Harvard Business School Teaching Note 621-121, May 2021. (Revised February 2025.)
  • March 2006
  • Background Note

Customer-Introduced Variability in Service Operations

By: Frances X. Frei
Presents a typology of customer-introduced variability and offers guidance on how to manage each type. Central to the ideas developed is how to mitigate the effects of the apparent trade-off between reducing variability and diminishing the service experience or... View Details
Keywords: Customers; Six Sigma; Consumer Behavior; Service Operations; Performance Efficiency
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Frei, Frances X. "Customer-Introduced Variability in Service Operations." Harvard Business School Background Note 606-063, March 2006.
  • April 2003 (Revised March 2009)
  • Case

Operational Execution at Arrow Electronics

By: Ananth Raman and Zeynep Ton
Distribution center operations (from order taking to order fulfillment) and the importance of attending to process details at Arrow Electronics, a large distributor of electronic components and computer products are described. The case also details the actions the... View Details
Keywords: Information; Distribution; Logistics; Strategy; Electronics Industry
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Raman, Ananth, and Zeynep Ton. "Operational Execution at Arrow Electronics." Harvard Business School Case 603-127, April 2003. (Revised March 2009.)
  • April 2010
  • Module Note

Balancing Specialization and Diversification in Operations

By: Robert S. Huckman
This note describes a module—taught as part of Operations Strategy, a second–year MBA elective at Harvard Business School—that helps students understand and manage the tradeoff between specialization and diversification in operations. The module introduces students to... View Details
Keywords: Operations; Diversification; Organizational Design; Curriculum and Courses
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Huckman, Robert S. "Balancing Specialization and Diversification in Operations." Harvard Business School Module Note 610-079, April 2010.
  • April 2012 (Revised May 2012)
  • Case

Merck: Operating Science-Based Business

By: Ananth Raman, Inga Maurer and William Schmidt
Merck is known for its commitment to investing in basic R&D. Are Merck's long-term investments justifiable when the firm faces extreme earnings pressure? View Details
Keywords: Science-Based Business; Management; Research and Development; Business and Shareholder Relations; Operations; Pharmaceutical Industry; United States
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Raman, Ananth, Inga Maurer, and William Schmidt. "Merck: Operating Science-Based Business." Harvard Business School Case 612-082, April 2012. (Revised May 2012.)

    Operations in an Omnichannel World

    The world of retailing has changed dramatically in the past decade. This edited book examines the challenges and opportunities arising from the shift towards omni- channel retail. We examine these issues through the lenses of operations management, emphasizing... View Details
    • Dataset

    Carrefour: Countries of Operation

    • Dataset

    McDonald's: Countries of Operation

    • February 2016
    • Exercise

    Jim Sharpe: Operational Cash Flow Tool

    By: Joseph B. Fuller, Shikhar Ghosh and Christopher Payton
    In this exercise, you will examine the cash flow implications of different operating model assumptions and the effect that this has on financing decisions. View Details
    Keywords: Cash Flow; Financing and Loans
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    Fuller, Joseph B., Shikhar Ghosh, and Christopher Payton. "Jim Sharpe: Operational Cash Flow Tool." Harvard Business School Exercise 816-070, February 2016.
    • 30 Jun 2015
    • News

    The History and Future of Operations

    • Research Summary

    Managing the Operating Role of Customers

    By: Frances X. Frei
    Customers in operating roles introduce considerable variability into the production environment including differences in the demands they impose on the environment and the unpredictability of those demands. When customers are the source of production variability, the... View Details
    • 05 Mar 2019
    • News

    Make Customers Happier with Operational Transparency

    • Research Summary

    Technology and Operations Management

    Last updated: Aug 2007

     View Details
    • 2013
    • Other Teaching and Training Material

    Operations Management Reading: Forecasting

    By: Steven C. Wheelwright and Ann B. Winslow
    This reading provides an introduction to forecasting methods. It includes a brief summary of methods based on judgment and a longer section on quantitative analysis. It also provides sample data so students can develop an understanding of concepts such as correlation,... View Details
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    Wheelwright, Steven C., and Ann B. Winslow. "Operations Management Reading: Forecasting." Core Curriculum Readings Series. Boston: Harvard Business Publishing 8042, 2013.
    • November 1994
    • Case

    Hewlett-Packard: French Manufacturing Operations

    By: Robin Cooper, Patricia Bost and Robert S. Kaplan
    Keywords: Activity Based Costing and Management; Cost Accounting; France
    Citation
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    Cooper, Robin, Patricia Bost, and Robert S. Kaplan. "Hewlett-Packard: French Manufacturing Operations." Harvard Business School Case 195-120, November 1994.
    • November 1999 (Revised June 2011)
    • Background Note

    Accounting for Foreign Operations

    By: David F. Hawkins
    Students are required to compute and explain the quality annual earnings per share figures and major differences between managing domestic and global operations. View Details
    Keywords: Business Earnings; Financial Statements; International Accounting; Globalized Firms and Management
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    Hawkins, David F. "Accounting for Foreign Operations." Harvard Business School Background Note 100-024, November 1999. (Revised June 2011.)
    • Dataset

    Tesco: Countries of Operation

    • 12 Jul 2007
    • Working Paper Summaries

    Toward a Theory of Behavioral Operations

    Keywords: by Francesca Gino & Gary Pisano
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