Service Delivery - Publications - Faculty & Research

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

19 Apr 2004
Research & Ideas

Ground-Floor Opportunities for Retail in India

the customer." Jain said competition in India includes delivery services that bring items as inexpensive as a Diet Coke to a customer's door in five minutes. "How do you work against that?"... View Details

Keywords: by Julia Hanna; Consumer Products; Retail

01 Dec 2020
News

AI Enhances Diagnostic Care

exposure by distinguishing the thicker parts of a person’s body from the thinner areas that need less radiation. This limits exposure and thus, provides a safer and better service to patients,” Tantawy explains. “Also, in whole-body... View Details

Keywords: Jennifer Gillespie

01 Sep 2020
News

Good Odds

pounds of food that had been prepared for customers in the catering, hotel, travel, and restaurant industries got stuck in the supply chain when the world seized up. That’s when Philip Behn (MBA 2005), CEO of Imperfect Foods, jumped into recovery mode. An online... View Details

Keywords: Jen McFarland Flint; food industry; Food Manufacturing; Manufacturing

January 2025 (Revised March 2025)
Case

Gavi and the 'Next' Pandemic

By: Tarun Khanna and Kerry Herman

In 2025, CEO Dr. Sania Nishtar and her team consider the lessons the Global Alliance for Vaccine and Immunizations (GAVI) learned from the pandemic. GAVI successfully brought COVID-19 vaccines to large swaths of the undeveloped and under-developed world by pooling... View Details

Keywords: Developing Countries and Economies; Health Care and Treatment; Health Pandemics; Crisis Management; Success; Innovation and Invention; Service Delivery; Organizational Change and Adaptation; Strategic Planning; Pharmaceutical Industry; Africa

Citation

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November 2010 (Revised January 2011)
Case

Computerized Provider Order Entry at Emory Healthcare

By: Richard G. Hamermesh, F. Warren McFarlan, Mark Keil, Andrew Katz, Michael Morgan and David LaBorde

The Computerized Provider Order Entry at Emory Healthcare case presents one hospital system's efforts to implement computerized provider order entry (CPOE) across all of its hospitals and the challenges they faced in doing so. Issues such as standardization of care,... View Details

Keywords: Health Care and Treatment; Information Management; Management Systems; Standards; Service Delivery; Business Processes; Organizational Change and Adaptation; Projects; Information Technology; Applications and Software; Health Industry

Citation

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June 2010 (Revised December 2010)
Case

Hôpital de Pontoise

By: Richard M.J. Bohmer, Daniela Beyersdorfer and Simon Harrow

In 2010, Andre Razafindranaly, managing director of a large French public hospital, considers which organizational structure will help them adjust to the changing health sector environment. The move from global budget to activity-based funding has led his and many... View Details

Keywords: Activity Based Costing and Management; Governance Controls; Governing Rules, Regulations, and Reforms; Health Care and Treatment; Leading Change; Service Delivery; Organizational Change and Adaptation; Organizational Structure; Health Industry; France

Citation

Find at Harvard

18 Sep 2000
Research & Ideas

Getting It Done: Improving Nonprofit Performance

funding is renewed. "Over the long term," warns Grossman, "these experiments may be too few and too late for sustaining a large number of service delivery nonprofit organizations." To lead the charge for... View Details

Keywords: by James E. Aisner

15 Feb 2000
Research & Ideas

Growing Pains: Prescriptions for U.S. Health Care

gravely ill, HBS professor Clayton Christensen finds its prognosis encouraging. These symptoms, he says, merely reflect inefficient delivery systems that market forces have already begun to reshape. Christensen's optimistic outlook stems... View Details

Keywords: by Staff; Health

21 Aug 2000
Research & Ideas

Faculty Research Looks to Latin America

between the service delivery process, human resources and marketing policy, and on how these factors interact to affect service quality. Current research, with Professor... View Details

Keywords: by Martha Lagace

26 Apr 2016
First Look

April 26

April 2016 Review of Economic Studies Landing the First Job: The Value of Intermediaries in Online Hiring By: Stanton, Christopher, and Catherine Thomas Abstract—Online markets for remote labor services allow workers and firms to contract... View Details

Keywords: Sean Silverthorne

05 Nov 2020
Blog Post

12 Weeks of VC Summer: Remote Edition

I’d recommend to other companies looking to bring new employees into the fold. For example, we had a Maverick-wide poker tournament (nothing like losing money that bonds you), and organized a wine tasting experience across the country (using a View Details

01 Jan 2005
News

Louis V. Gerstner, Jr., MBA 1965

professionals to implement them, companies were eager to embrace an end-to-end service delivery partner providing open, nonproprietary solutions that simultaneously cut costs and increased efficiency. "We... View Details

August 2000
Case

Alison Brown of Compass Records

By: Teresa M. Amabile and Amy Blitz

Highly acclaimed recording artist, banjo player, and jazz/blue grass composer Alison Brown has used her artistic experience and MBA-based business savvy to found a successful independent record company with bassist/husband Garry West. Representing a stellar roster of... View Details

Keywords: Entrepreneurship; Technological Innovation; Growth and Development Strategy; Growth Management; Industry Structures; Service Delivery; Business Strategy; Expansion; Entertainment and Recreation Industry; Music Industry

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HBS - From The Dean

differences. Because everything we do is in service to our mission of educating leaders who make a difference in the world, the third aspiration is transformation in our educational programs. This includes both what we teach and how we... View Details

06 Aug 2014
Research & Ideas

Climbing Down from the Ivory Tower

to apply it and disseminate it," she says. "That seems kind of wrong." Recognizing the importance of knowledge co-production can lead not only to successful products and services, but also to improved supply chain and delivery strategies.... View Details

Keywords: by Carmen Nobel; Education; Health

01 Sep 2013
News

A Focus on You

To sweeten the deal, we have something big to offer in exchange. Beginning this month, HBS is launching a brand-new Alumni website, featuring personalized content delivery (based on your profession and unique interests), customized events... View Details

Keywords: Educational Services; Educational Services; Educational Services; Educational Services; Educational Services; Educational Services

Web

Women, Work, and the “M” Word - Blog: Health Supplement

Practitioners Topics Topics Biotech/pharma Care Delivery Clinical Trials Digital Health Global Health Health Care Entrepreneurship Health Care Innovation Health Care Investment Health Care at HBS Insurance/payor Medical... View Details

October 2001 (Revised November 2002)
Case

Herman Miller(B): Creating Innovation Streams

By: Sandra J. Sucher and Stacy McManus

In 1997, Mike Volkema faced the difficulty of attempting to revitalize a once dynamic organization. Volkema wondered how he could incorporate advances made within subsidiaries, such as Miller SQA's business model innovation, into the company as a whole while also... View Details