Service Operations - Publications - Faculty & Research - Harvard Business School

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June 2007 (Revised April 2009)
Case

Opening Pandora's Box

By: Willy C. Shih, Stephen P. Kaufman, Melissa Marie Blakeley and Marissa Wairy Dent

Pandora.com provided a highly customizable online radio service tailored to listeners' musical preferences and had registered explosive growth since its September 2005 launch. But proposed changes in royalty rates threatened to kill off many Internet radio sites,... View Details

Keywords: Business Model; Entrepreneurship; Disruptive Innovation; Intellectual Property; Growth and Development Strategy; Service Operations; Internet; Media and Broadcasting Industry

09 Aug 2011
First Look

First Look: August 9

theoretical extensions of the proposed integrated theory. Read the paper: http://www.hbs.edu/research/pdf/11-056.pdf Turning Waste into By-Product Author:Deishin Lee Publication:Manufacturing and Service View Details

Keywords: Sean Silverthorne

March 2018 (Revised August 2020)
Case

Alaska Airlines: Empowering Frontline Workers to Make It Right

By: Ranjay Gulati, Andrew O'Connell and Caroline de Lacvivier

This case documents the ongoing efforts by Alaska Airlines to enhance its efforts to become more customer centric by empowering its employees using a service framework. It explores how the airline starts with a completely hands-off approach to empowerment in which... View Details

Keywords: Employee Empowerment; Customer Focus and Relationships; Employees; Service Delivery; Organizational Culture; Integration; Air Transportation Industry

June 2020
Supplement

RBC: Transforming Transformation (B)

By: Ethan Bernstein, Francesca Gino and Aldo Sesia

In 2017, the Royal Bank of Canada (RBC), a Canadian financial icon, mandated a swat team of “enablers of collaboration” (their job description) to support the personal and commercial bank in the enterprise-wide RBC Cultural Transformation initiative. Historically,... View Details

Keywords: Service Delivery; Information Technology; Transformation; Change Management; Collaborative Innovation and Invention; Innovation and Management; Decision Making; Human Resources; Management Systems; Organizational Design; Organizational Structure; Groups and Teams; Management Teams; Financial Services Industry; Financial Services Industry; Canada

June 2008
Case

Rackspace Hosting in Late 2000

By: James L. Heskett and W. Earl Sasser

The leadership team of Rackspace, faced with accommodation of its service offering and dwindling financial reserves, decides to make customer focus the rallying cry of its new strategy. This short case was designed as the discussion igniter for a series of short video... View Details

Keywords: Customer Focus and Relationships; Finance; Management Teams; Service Operations; Customer Ownership; Strategy

July 1994 (Revised August 1998)
Case

The King-Size Company

By: David E. Bell and Dinny Starr Gordon

King-Size is a mail-order company specializing in apparel for big and tall men. The case describes their operations in some detail. Issues include appropriate marketing decisions and expansion strategy. View Details

Keywords: Decisions; Marketing Strategy; Operations; Perception; Expansion; Web Services Industry; Web Services Industry

January 2004 (Revised February 2006)
Case

Raymond James Financial

Raymond James Financial (RJF) currently sells financial services through two channels. It is considering adding a third in the "middle" of the other two. The current strategy has one channel with employees and another with independent contractors. These attract very... View Details

Keywords: Organizational Change and Adaptation; Salesforce Management; Marketing; Distribution Channels; Human Resources; Financial Services Industry; Financial Services Industry

March 2018 (Revised September 2019)
Case

Chewy.com (A)

By: Jeffrey F. Rayport and Matthew G. Preble

In late 2013, Ryan Cohen, cofounder and CEO of online pet products retailer Chewy.com, faces a “bet the company decision”—whether to stay with a third-party logistics provider (3PL) for all of its e-commerce fulfillment or to take the function in house. Cohen worries... View Details

Keywords: Pet Food; Pet Products; Retail; Growth and Development Strategy; Service Operations; Decision Choices and Conditions; E-commerce; Service Industry; Service Industry; Florida; United States

February 1999
Case

Lifeline Systems, Inc. (B)

By: H. Kent Bowen and Marilyn Matis

In 1997, Lifeline Systems continues to grow its service business to $32 million, 56% of the company's total revenues. More local hospital Lifeline programs turn over their monitoring service to Lifeline Central, expanding the company's subscriber base by 30%. The... View Details

Keywords: Health Care and Treatment; Information Technology; Expansion; Cost Management; Growth and Development Strategy; Partners and Partnerships; Change; Customer Relationship Management; Service Operations; Age; Investment; Health Industry; Technology Industry; Cambridge; Boston

19 Jun 2007
First Look

First Look: June 19, 2007

also show that the internal control provisions of section 404 of Sarbanes-Oxley make royalty arrangements based on self-reporting more attractive. Download the paper: http://www.hbs.edu/research/pdf/07-100.pdf Toward a Theory of Behavioral View Details

Keywords: Martha Lagace

Web

Publications - Faculty & Research

Moleskine had recently overextended its reach and needed more focus and discipline. Having previously served... View Details Keywords: Brands and Branding ; Organizational Change and Adaptation ; Operations ; Planning ; Retail Industry ;... View Details

August 2007 (Revised June 2010)
Case

JetBlue Airways: Valentine's Day 2007 (A)

By: Robert S. Huckman, Gary P. Pisano and Virginia Fuller

Describes an operational crisis for JetBlue Airways during an ice storm in the eastern United States in February 2007 and chronicles the airline's immediate response. Provides detail concerning the history of the airline from its founding in 1999 through the February... View Details

Keywords: Customer Relationship Management; Crisis Management; Growth Management; Management Teams; Service Delivery; Air Transportation Industry; Eastern United States

February 2015 (Revised June 2016)
Case

AltSchool: School Reimagined

By: John J-H Kim, Kyla Wilkes and Christine S. An

Max Ventilla and his team launches in 2013 AltSchool, a new network of tech-savvy independent K-8 "micro-schools." AltSchool is born out of Ventilla's frustration with the education options available for his young daughter. During his search, Ventilla comes to the... View Details

Keywords: Education Technology; School Models; Product Development; Entrepreneurship; Talent Development And Retention; Social Impact Investment; Information Technology; Business Model; Education; Business Startups; Customization and Personalization; Growth and Development Strategy; Education Industry; United States

October 2006 (Revised September 2014)
Case

Summit Partners - The FleetCor Investment (A)

By: Michael J. Roberts

Part of a 3-case series in which students get to see the unfolding of due diligence on private equity (buy out) deal. In this, the A case, the deal team has negotiated a letter of intent with FleetCor, a firm that operates a fuel payment network for vehicle fleets.... View Details

Keywords: Negotiation Preparation; Private Equity; Leveraged Buyouts; Investment; Negotiation Offer; Service Industry

February 1985 (Revised April 1991)
Case

Computervision-Japan (A)

The CAD/CAM market in Japan is about to take off. Computervision wants its exclusive distributor to dramatically expand its sales and service coverage. The distributor wants a joint venture with Computervision before expanding. Several distribution alternatives... View Details

Keywords: Marketing Channels; Distribution Channels; Information Technology Industry; Japan

September 2020
Case

Walmart Health: Scaling During a Pandemic

By: Robert S. Huckman, Yoonjin Min and Marissa Thiel

Amidst the onset of COVID-19 pandemic in the United States, Marcus Obsborne, Vice President for Health and Wellness Transformation at Walmart was planning to scale its new health care clinic business, Walmart Health, to additional locations in Georgia and beyond.... View Details

Keywords: Health Care and Treatment; Health Pandemics; Health; Service Delivery; Growth and Development Strategy; Health Industry; United States; Arkansas; Georgia (state, US); Texas

January 1999 (Revised December 2000)
Case

Finale

By: Joseph B. Lassiter III, Michael J. Roberts and Matthew C. Lieb

Designed for use with "Room for Dessert" to show the changes between creating the initial business plans and starting to serve customers. Conforti and Moore have to both manage the business and deliver service to customers on a day-to-day basis in the initial location... View Details

Keywords: Service Delivery; Business Plan; Entrepreneurship; Customer Satisfaction

October 2016
Case

The Quiet Ascension of LA Fitness

By: John R. Wells and Gabriel Ellsworth

In 2016, LA Fitness was the largest chain of non-franchised fitness clubs in North America, operating 676 clubs, serving 4.9 million members, and generating revenues of over $1.9 billion. Founded by Chinyol Yi, Louis Welch, and Paul Norris in 1984, the privately held... View Details

Keywords: LA Fitness; Health Clubs; Fitness; Gyms; Chain; Exercise; Personal Training; Retention; Bally Total Fitness; 24 Hour Fitness; Planet Fitness; Buildings and Facilities; Acquisition; Business Growth and Maturation; Business Model; For-Profit Firms; Customers; Customer Focus and Relationships; Customer Satisfaction; Demographics; Age; Gender; Income; Residency; Borrowing and Debt; Capital; Capital Structure; Cash; Cash Flow; Cost; Private Equity; Financial Condition; Financial Liquidity; Financing and Loans; Investment Return; Price; Profit; Revenue; Geographic Location; Geographic Scope; Multinational Firms and Management; Business History; Employees; Recruitment; Selection and Staffing; Human Capital; Contracts; Business or Company Management; Goals and Objectives; Growth and Development Strategy; Market Entry and Exit; Operations; Service Operations; Leasing; Private Ownership; Problems and Challenges; Sales; Salesforce Management; Situation or Environment; Opportunities; Sports; Strategy; Business Strategy; Competition; Competitive Strategy; Competitive Advantage; Corporate Strategy; Expansion; Segmentation; Information Technology; Mobile Technology; Technology Platform; Health Industry; United States; California; Los Angeles

September 2015 (Revised February 2017)
Case

MOD Pizza: A Winning Recipe?

By: Boris Groysberg, John D. Vaughan and Matthew Preble

Scott and Ally Svenson, the founders of MOD Pizza, had to make a number of decisions in planning how to scale their small company. They wanted to grow MOD from 45 stores as of May 2015 to 200 stores by the end of 2016, and while the two believed that MOD could manage... View Details

Keywords: Entrepreneurship; Employees; Employee Relationship Management; Selection and Staffing; Leadership; Growth and Development Strategy; Marketing; Service Delivery; Organizational Culture; Corporate Social Responsibility and Impact; Mission and Purpose; Service Industry; United States

17 Oct 2016
HBS Case

Business Solutions That Help Cut Food Waste

As much as 40 percent of food grown in the United States for human consumption is wasted. Source: Eivaisla After decades of wasteful food practices, where perfectly good food is discarded even as poverty keeps many families hungry, solutions are starting to come... View Details

Keywords: by Dina Gerdeman; Food & Beverage

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