Publications

Publications

Filter Results: (4,668) Arrow Down
Filter Results: (4,668) Arrow Down Arrow Up

Show Results For

Show Results For

← Page 4 of 4,668 Results →
  • 2019
  • Chapter

Operations in the On-Demand Economy: Staffing Services with Self-Scheduling Capacity

By: Itai Gurvich, Martin Lariviere and Antonio Moreno
Related
  • June 1987 (Revised May 1992)
  • Case

Carolina Power & Light Co.: Customer and Operating Services Group

By: Frank V. Cespedes
Keywords: Customer Relationship Management; Energy Industry; United States
Related
  • 2007
  • Article

Convictions, Conventions and the Operational Risk Maze—The Cases of Three Financial Services Institutions

By: Anette Mikes
Making sense of operational risk practices in the financial services sector is a challenge. There is a temptation to explain the wide variety of approaches as a characteristic of the early stage of development in which the genre resides.
Based on the evidence of... View Details
Keywords: Management Practices and Processes; Risk Management; Governing Rules, Regulations, and Reforms; Conflict and Resolution; Organizations; Financial Services Industry
Related
  • August 2024
  • Case

Scaling Seven Starling

By: Ryan W. Buell and Carin-Isabel Knoop
Seven Starling, a maternal mental health startup, is scaling its digital clinic model. Seven Starling addresses perinatal mental health challenges by providing licensed therapists, peer support, and medication to mothers across five states, with a hybrid care model... View Details
Keywords: Business Model; Business Startups; Health Care and Treatment; Growth and Development Strategy; Mission and Purpose; Health Industry
Related
  • July 2022
  • Case

Operation Overlord

By: Boris Groysberg, Greg Goullet, Katherine Connolly Baden and Sarah L. Abbott
On June 6, 1944, nearly 5,000 ships, 11,000 planes, and 160,000 infantrymen under an Allied joint-command of American, British, and Canadian leaders were sent across the English Channel, with hopes of re-establishing a foothold in Nazi-occupied France. Known as D-Day,... View Details
Keywords: Execution; Data Analytics; Leadership; Planning; Operations; Crisis Management; War; Organizational Structure; Decision Choices and Conditions; Information Management; France; England
Related
  • Research Summary

Retail Store Operations

Professor Ton's research focuses on the last link in many supply chains, the retail store.  She examines how store operations should be designed and managed to ensure that both in-store logistics activities and customer service activities are performed... View Details

  • September 2013 (Revised February 2016)
  • Case

GlaxoSmithKline: Sourcing Complex Professional Services

By: Heidi K. Gardner and Silvia Hodges Silverstein
Pharmaceutical company GlaxoSmithKline (GSK) uses an innovative new approach to procuring outside legal counsel: it replaces relationship-based selection and law firms' traditional time-based billing with data-driven decision making and an online reverse auction. In... View Details
Keywords: Legal Industry; Procurement; Professional Service Firms; Pricing; Competition; Change Management; Supply Chain Management; Legal Liability; Business Processes; Legal Services Industry; Legal Services Industry
Related
  • 2016
  • Working Paper

Cohort Turnover and Operational Performance: The July Phenomenon in Teaching Hospitals

By: Hummy Song, Robert S. Huckman and Jason R. Barro
We consider the impact of cohort turnover—the planned simultaneous exit of a large number of experienced employees and a similarly sized entry of new workers—on operational performance in the context of teaching hospitals. Specifically, we examine the impact of the... View Details
Keywords: Health Care; Health Care Operations; Hospitals; Productivity; Empirical Operations; Service Delivery; Training; Performance Productivity; Health Care and Treatment; Health Industry; United States
Related
  • February 2013
  • Teaching Note

Home Essentials: Building a Global Service Business with Local Operations (TN)

By: William R. Kerr
Related
  • June 1985
  • Case

Lex Service PLC (B): The Gate Array Project--First Year of Operations

Related
  • November–December 2024
  • Article

Scaling Up Transformational Innovations

By: Peter Koen, Ananya Sheth, Mike DiPaola and Linda A. Hill
For large companies operating in mature sectors—such as Procter & Gamble in consumer goods, Apple in consumer electronics, and Adobe in cloud software—driving growth is a perennial challenge. Growth through acquisition is always an option, but companies often quickly... View Details
Keywords: Growth and Development Strategy; Leadership; Innovation Strategy; Consumer Products Industry
Related
  • November 2011
  • Teaching Note

Comfort Class Transport: Does Customer Service Need an Overhaul? (Brief Case)

By: Michael J. Roberts and Paul E. Morrison
Teaching Note for Product #4377. View Details
Keywords: Capacity Utilization; Supply ＆ Demand; Operations Management; Customer Service; Management; Demand and Consumers; Operations; Customer Focus and Relationships; Supply and Industry; Capital
Related
  • 2003
  • Other Unpublished Work

Scale and Scope Economies in the Global Advertising and Marketing Services Business

By: Alvin J. Silk and Ernst R. Berndt
Keywords: Globalized Firms and Management; Advertising; Marketing; Advertising Industry
Related
  • 01 Jul 2021
  • Video

Thank You HBS Operations

  • December 2012
  • Supplement

Home Essentials: Building a Global Service Business with Local Operations (CW)

By: Lynda M. Applegate and William R. Kerr
Related
  • Teaching Interest

Technology and Operations Management

By: Allison H. Mnookin
This course is taught in the MBA required curriculum. It provides students with the foundations necessary to be effective operating managers. During the course students learn to analyze decisions that drive the design, planning, and execution of the activities that... View Details
  • November 2011
  • Supplement

Comfort Class Transport: Does Customer Service Need an Overhaul? Spreadsheet Supplement (Brief Case)

Keywords: Capacity Utilization; Supply ＆ Demand; Operations Management; Customer Service; Operations; Customer Focus and Relationships; Performance Capacity
Related
  • January 2015
  • Article

Collaboration in Multi-Partner R&D Projects: The Impact of Partnering Scale and Scope

By: Anant Mishra, Aravind Chandrasekaran and Alan MacCormack
How can firms design collaboration structures for effective performance in R&D projects that involve multiple partners? To address this question, we examine the theoretical underpinnings of collaboration structures in multi-partner R&D projects—i.e., the scale and the... View Details
Keywords: Multi-Partner R＆D Projects; Empirical Research; New Development; Collaboration Structures; Partnering Scale And Scope; Partners and Partnerships; Infrastructure; Performance Capacity; Research and Development; Collaborative Innovation and Invention
Related
  • November 2011
  • Supplement

Comfort Class Transport: Does Customer Service Need an Overhaul? Faculty Spreadsheet (Brief Case)

Keywords: Capacity Utilization; Supply ＆ Demand; Operations Management; Customer Service; Operations; Customer Focus and Relationships; Performance Capacity
Related
  • March 2008
  • Exercise

Exercise: Challenging Operational Assumptions

By: Frances X. Frei
This exercise provides students with an opportunity to thoroughly test an operating assumption. Students state an assumption as a testable hypothesis, collect and analyze relevant data, and communicate the results. At HBS, it is incorporated in a second-year elective... View Details
Keywords: Customers; Employees; Knowledge Acquisition; Knowledge Use and Leverage; Service Operations; Performance Improvement
Related