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Article

Service Fundamentals

By: Leonard A. Schlesinger

Web

Research Computing Services

Personalized support for the HBS community on topics ranging from AI & advanced statistical analyses to high performance computing. Services Statistical & Data Services RCS provides consulting View Details

April 2006
Background Note

Designing Sustainable Service Models

By: Frances X. Frei

Taught as the second module in a Harvard Business School course on Managing Service Operations. Addresses the challenge of designing service models that effectively incorporate a customer operating role, as well as how to align operations to deliver value to both the... View Details

Keywords: Business Model; Customers; Design; Managerial Roles; Consumer Behavior; Service Operations; Power and Influence; Value

November 1992
Background Note

Note on Service Mapping

By: James L. Heskett

Illustrates a simple technique for diagramming operations flows in service companies. Can be used to help structure analysis and discussion of cases involving sequenced operations. View Details

Keywords: Management Analysis, Tools, and Techniques; Operations; Business Processes; Organizational Structure; Service Industry

November 1989
Background Note

Customer Service

By: Frank V. Cespedes

Keywords: Customers

Find at Harvard

June 2024
Supplement

Pal's Sudden Service (B)

By: Gary P. Pisano, Francesca Gino and Ruth Page

Pre-Abstract: Instructors should consider the timing of making videos available to students, as they may reveal key case details.

Abstract: Pal's Sudden Service has developed a unique operating model and organizational culture in the quick service... View Details

Keywords: Growth and Development Strategy; Organizational Culture; Motivation and Incentives; Service Operations; Service Industry; Service Industry

October 2004 (Revised July 2006)
Background Note

The Professional Services Course

By: Ashish Nanda

Outlines the conceptual framework, module structure, and service flow of an MBA course on professional services. View Details

Keywords: Personal Development and Career; Leadership

Teaching Interest

Leading Professional Service Firms

As entry barriers rapidly disappear, competition is accelerating and reshaping the business landscape for professional service firms. Navigating this continual change successfully requires extraordinary leadership abilities. This professional service firm... View Details

June 1996 (Revised April 2003)
Case

AeroTech Service Group, Inc.

AeroTech Service Group uses Internet protocols and other advanced computing technologies to interconnect the IS networks of McDonnell-Douglas Aerospace with many of its customers, suppliers, and other partners. The case discusses AeroTech's product and explores options... View Details

Keywords: Internet and the Web; Information Technology; Information Technology Industry; Air Transportation Industry

04 Jan 2016
Video

HBS Operations Administrative Services

February 2003 (Revised May 2003)
Case

Mobile Energy Services Company

By: Benjamin C. Esty and Aldo Sesia

When Al "Chainsaw" Dunlap became CEO of the Scott Paper Co., the company owned a large, vertically integrated production facility in Mobile, Alabama. Dunlap sold part of the production facility, a cogeneration power plant (later known as Mobile Energy Services Co.), to... View Details

Keywords: Mergers and Acquisitions; Risk and Uncertainty; Contracts; Agreements and Arrangements; Investment; Projects; Vertical Integration; Energy Sources; Bonds; Ownership; Restructuring; Energy Industry; Alabama

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March 2002 (Revised October 2002)
Background Note

Service on the Internet: The Effect of Physical Service on Scalability

Develops a framework for exploring the idea of, how service affects the economics of Internet organizations. Development of the framework requires an understanding of the different forms service takes in organizations that conduct business through the Internet. These... View Details

Keywords: Internet and the Web; Service Delivery; Service Industry

August 2010 (Revised September 2010)
Case

Paradise Travel Advisory Service

By: Paul W. Marshall, Charles Anthony Miller and Collins Pettus Ward

New managers in a troubled company are faced with developing and implementing a plan to increase revenue in a travel service business. View Details

Keywords: Business Plan; Entrepreneurship; Borrowing and Debt; Revenue; Problems and Challenges; Travel Industry

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April 2005 (Revised November 2005)
Case

Tata Consultancy Services Iberoamerica

By: Michael Chu and Gustavo Herrero

To launch its Latin American operations, the Indian IT giant Tata Consultancy Services recruits a seasoned executive who becomes the only non-Indian member of senior management. Reviews the start-up operations, from the site selection to staffing and training, the... View Details

Keywords: Business Startups; Developing Countries and Economies; Initial Public Offering; Investment; Globalization; Human Resources; Selection and Staffing; Management Teams; Emerging Markets; Problems and Challenges; Consulting Industry; Latin America

October 1987 (Revised March 1989)
Case

United Parcel Service (B)

With expansion into other countries (Germany), new areas of service (air express), and new ventures (two small acquisitions), UPS had to decide how to adjust its human resource policies to businesses and people which were substantially different from its traditional... View Details

Keywords: Organizational Change and Adaptation; Expansion; Organizational Culture; Human Resources; Service Industry; Germany; United States

Jan 23 2017
Interview

Rethinking Service Design and Delivery

April 1993 (Revised May 1994)
Case

Prodigy Services Company (A)

By: Lynn S. Paine

Top executives of Prodigy Services Co. must decide how to respond when publicly accused of allowing anti-Semitic messages to be posted on the electronic bulletin boards of the company's interactive computer service. Can they defend free expression while at the same... View Details

Keywords: Ethics; Values and Beliefs; Communication Intention and Meaning; Information Technology; Decision Making; Law; Management Teams; Information Technology Industry

July 2002 (Revised March 2003)
Case

North East Medical Services

By: Thomas J. DeLong and Wendy Carter

Sophie Wong, president and CEO of North East Medical Services, a health care organization dedicated to serving the underprivileged Asian American community in San Francisco, must decide how to reposition the organization to serve patients from multiple income levels... View Details

Keywords: Health Care and Treatment; Human Resources; Leadership; Business and Stakeholder Relations; Health Industry; San Francisco

April 2003 (Revised October 2003)
Background Note

Leading Public Professional Service Organizations

By: Ashish Nanda

Public professional service organizations (PPSOs) are professional service organizations that serve the public. This case describes the unique challenges facing PPSO leaders. View Details

Keywords: Leadership; Service Industry

October 1987 (Revised March 1992)
Case

United Parcel Service (A)

United Parcel Service (UPS) in 1987 faced serious challenges to its long-standing policies of on-the-job training and promotion from within. Increased competition in its traditional business of ground transport found UPS lagging in computerization and in need of... View Details

Keywords: Organizational Change and Adaptation; Information Technology; Organizational Culture; Human Resources; Service Industry; United States

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