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

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Das Narayandas

Das Narayandas is the Edsel Bryant Ford Professor of Business Administration at the Harvard Business School. His academic credentials include a Bachelor of Technology degree in Engineering from the Indian Institute of Technology, Bombay (IITB), a Post-Graduate... View Details

Keywords: professional services; professional services; professional services; professional services; professional services; professional services; professional services; professional services; professional services; professional services; professional services; professional services; professional services; professional services; professional services; professional services; professional services; professional services; professional services

January 2021 (Revised May 2021)
Case

Delta Air Lines: Navigating the COVID-19 Storm

By: Ted Berk and Ryan Flamerich

This case examines Delta Air Lines’ response as demand for its services plummeted in the face of the COVID-19 pandemic, with a focus on the company’s funding needs and capital structure. Following a series of initial actions, the company’s cash “burn” had reduced from... View Details

Keywords: COVID-19; Health Pandemics; Financial Condition; Capital Structure; Crisis Management; Risk Management; Business and Stakeholder Relations; Air Transportation Industry

February 2000 (Revised November 2000)
Case

Women.com

By: Myra M. Hart and Sarah S. Khetani

Entrepreneurs Ellen Pack and Marleen McDaniel have founded a women's online network and watched it grow from an online subscription service in 1992 to one of the best known, widely visited women's networks on the web in 1999. While the company's vision has remained... View Details

Keywords: Business Model; Entrepreneurship; Internet and the Web; Partners and Partnerships; Initial Public Offering; Networks; Transition; Web Services Industry

Find at Harvard

January 2005 (Revised June 2005)
Case

Zipcar: Influencing Customer Behavior

By: Frances X. Frei and Hanna Rodriguez-Farrar

At Zipcar, customers share the use of cars and, as a result, rely on each other for their service experience. Customers are required to keep the car clean and the gas tank full and to return the car on time. Told from the perspective of two customers: Sal Fishman, who... View Details

Keywords: Information Technology; Governance Controls; Behavior; Service Delivery; Service Operations; Consumer Behavior; Leasing; Service Industry; Service Industry; United States

August 2023 (Revised September 2023)
Case

T.G.S. Transportation: Battery Electric or Hydrogen?

By: Willy C. Shih

Peter Schneider, the President of T.G.S. Transportation, Inc., faced a choice. His company operated drayage trucks that moved containerized cargo between the Ports of Los Angeles, Long Beach, and Oakland to customers across the State of California, with a focus on the... View Details

Keywords: Decarbonization; Clean Technology; Energy; Energy Policy; Renewable Energy; Environmental Sustainability; Truck Transportation; Transportation Industry; United States; California

April 2025
Case

Breezm: Innovative 3D-Printed Eyewear (A)

By: Juan Alcácer, Brian Mao Fu and Adina Wong

In 2023, Breezm, a South Korean startup, faced a strategic decision about how to grow its innovative 3D-printed, custom-fit eyewear business. Co-founded in 2017 by Zenma Park and Wooseok Sung, Breezm combined facial scanning, AI, and in-house production to solve the... View Details

Keywords: 3D Printing; Eyeyewear; Growth; Business Startups; AI and Machine Learning; Technological Innovation; Growth and Development Strategy; Risk and Uncertainty; Expansion; South Korea

March 2022 (Revised December 2022)
Case

Perch

By: Jeffrey F. Rayport, Stacy Straaberg and Julia Kelley

In May 2021, Perch CEO Chris Bell needed to decide whether his e-commerce aggregator company, which bought and scaled Amazon Marketplace brands, should acquire up to three acquisition targets. The prospective acquisitions, Web Deals Direct, HomeCo, and Future Brands,... View Details

January 2015 (Revised May 2018)
Case

$19B 4 txt app WhatsApp...omg!

By: David Collis, Ashley Hartman and Aakash Mehta

In February 2014, Facebook announced the acquisition of WhatsApp for $19 billion. WhatsApp, founded in 2009, was a relatively young company that employed only 50 people and earned merely $10 million in revenue in 2013. It was one of many mobile messaging services that... View Details

June 1986 (Revised July 1990)
Case

OTISLINE (A)

By: F. Warren McFarlan and Donna B. Stoddard

Describes the company's use of information technology to strengthen its position in the elevator sales and service market. Also demonstrates how information technology can be used to better manage and control a large geographically dispersed service organization. View Details

Keywords: Information Technology; Technology Adoption; Sales; Marketing; Rank and Position; Salesforce Management; Service Operations; Management Analysis, Tools, and Techniques; Global Range; Accounting; Business Ventures; Industry Growth

November 2017
Teaching Note

Amazon.com, 2016

By: John R. Wells and Gabriel Ellsworth

Teaching Note for HBS No. 716-402. On January 28, 2016, Amazon announced record 2015 operating profits of $2.2 billion on $107 billion of sales, and the markets responded with cautious optimism. For years, founder and CEO Jeffrey Bezos had prioritized growth and... View Details

Keywords: Strategic Analysis; Retail; E-commerce; Amazon; Amazon.com; AmazonFresh; Jeff Bezos; Cloud Computing; Marketplaces; Streaming; E-reader Market; Digital Media; Mobile App; Online Retail; Shipping; Database; Tablet; Kindle; Kindle Fire; Smartphone; Delivery; Market Platforms; Two-Sided Platforms; Competition; Internet; Corporate Strategy; Online Advertising; Business Growth and Maturation; Business Model; Business Organization; For-Profit Firms; Film Entertainment; Games, Gaming, and Gambling; Music Entertainment; Television Entertainment; Profit; Revenue; Global Strategy; Multinational Firms and Management; Taxation; Business History; Human Resources; Resignation and Termination; Books; Human Capital; Working Conditions; Business or Company Management; Goals and Objectives; Growth and Development Strategy; Growth Management; Management Practices and Processes; Industry Growth; Industry Structures; Media; Distribution; Distribution Channels; Order Taking and Fulfillment; Infrastructure; Logistics; Product Development; Supply Chain; Supply Chain Management; Organizational Culture; Public Ownership; Work-Life Balance; Problems and Challenges; Labor and Management Relations; Strategy; Adaptation; Business Strategy; Competitive Strategy; Diversification; Expansion; Integration; Horizontal Integration; Vertical Integration; Hardware; Information Technology; Mobile Technology; Online Technology; Technology Networks; Technology Platform; Web; Web Sites; Price; Software; Marketing; Marketing Strategy; Working Capital; Customer Focus and Relationships; Customer Value and Value Chain; Web Services Industry; Web Services Industry; Web Services Industry; Web Services Industry; Web Services Industry; Web Services Industry; Web Services Industry; Web Services Industry; Web Services Industry; Web Services Industry; Web Services Industry; Web Services Industry; Web Services Industry; Web Services Industry; United States; Washington (state, US); Seattle

November 2024
Case

Dr. Bombay Ice Cream

By: William R. Kerr, Alexis Brownell and Michael Liu

This case examines the creation, launch, and rapid growth of Dr. Bombay Ice Cream, a joint venture between Happi Co., a consumer packaged goods incubator, and entertainment mogul Snoop Dogg, with his son, Cordell Broadus. The brand was inspired by a Bored Ape Yacht... View Details

Keywords: Joint Ventures; Growth Management; Brands and Branding; Product Launch; Product Positioning; Market Entry and Exit; Distribution Channels; Disruptive Innovation; Food and Beverage Industry; Consumer Products Industry; United States

March 2021 (Revised October 2021)
Case

Aligning Mission and Margin at Southern Bancorp

By: Rebecca M. Henderson, Brian Trelstad and Eren Kuzucu

In October 2020, after spending almost a decade to turnaround Southern Bancorp, an Arkansan bank founded with the mission to provide financial services to rural, underserved communities, CEO Darrin Williams is wondering how Southern Bancorp should continue to grow.... View Details

Keywords: Racial Wealth Gap; Banks and Banking; Growth and Development; Corporate Social Responsibility and Impact; Mission and Purpose; Going Public; Investment Return; Social Issues; Wealth and Poverty; Financial Services Industry; Financial Services Industry; United States; Arkansas

June 2021
Case

The Canada Pension Plan Investment Board (CPP Investments): April 2021

By: Josh Lerner, Reza Satchu and Alys Ferragamo

The Canada Pension Plan Investment Board (CPPIB) is one of the largest pools of investment capital in the world and follows a rigorous “Total Portfolio Framework” in its approach to investment management. In April of 2021, John Graham was just two months into his role... View Details

Keywords: Pension Funds; Investment Strategy; Capital Markets; Financial Strategy; Investment; Asset Management; Financial Institutions; Private Equity; Growth and Development Strategy; Investment Portfolio; Assets; Financial Markets; Financial Services Industry; Canada

October 2023
Technical Note

Governance for the Family Enterprise

By: Christina R. Wing and Vicki Morton

Governance stands as the backbone of any successful organization, providing the structure, transparency, and accountability necessary to guide decisions, ensure efficiency and foster sustainable growth. Its significance takes on a heightened dimension within family... View Details

Keywords: Family Business; Corporate Governance; Family Ownership; Business Growth and Maturation

Jeffrey J. Bussgang

General Partner, Flybridge Capital Partners

Former entrepreneur turned VC, HBS Senior Lecturer, author of three, dad of three, husband of one, civic leader, and fan of all Boston sports.

Jeffrey J. Bussgang is a Senior... View Details

December 2019 (Revised March 2021)
Case

Carroll Family Farms

By: Forest Reinhardt, Christian Godwin and James Weber

The Carroll Family, U.S. pig and grain farmers, needed to decide what to plant, whether to purchase land, emphasize pigs or grain, or other investments.

Seven family members across three generations owned and operated Carroll Family Farms (CFF). In... View Details

Keywords: Agribusiness; Animal-Based Agribusiness; Plant-Based Agribusiness; Operations; Strategy; Family Business; Asset Management; Globalization; Agriculture and Agribusiness Industry; United States; Brazil; China

March 2006
Case

The Whitesides Lab

By: H. Kent Bowen and Francesca Gino

A significant part of the long-term economic growth in developed economies depends on the translation of scientific research into new products and processes. Focuses on the front end of this value creation stream. The laboratory of George Whitesides has a 30-year... View Details

Keywords: Research; Performance Productivity; Economic Growth; Infrastructure; Creativity; Groups and Teams; Value Creation; Factories, Labs, and Plants; Leadership; Resource Allocation

February 2023
Case

Adyen: Reshaping the Payment Ecosystem

By: Marco Di Maggio, Antonio Moreno and Elena Corsi

A payment services company rethinks its strategy to reach out to a different customer base. View Details

Keywords: Digital Platforms; Entrepreneurship; Service Operations; Market Entry and Exit; Financial Services Industry; Europe

May 2025
Case

Boutiqaat: Influencing Retail in MENA

By: Juan Alcacer and Noor Al Qadhi

Boutiqaat, a Kuwait-based e-commerce platform, scaled an influencer-driven beauty retail model across MENA and now faces critical strategic choices about offline expansion and globalization. Founded in 2015, Boutiqaat combined social commerce, localized logistics, and... View Details

Keywords: Emerging Markets; Digital Strategy; Growth and Development; Expansion; Distribution Channels; Global Strategy; Business Model; Market Design; Beauty and Cosmetics Industry; Retail Industry; Kuwait; Saudi Arabia; Middle East; North Africa

March 2018 (Revised March 2018)
Teaching Note

OpenInvest

By: Boris Vallee and Caitlin Reimers Brumme

Founded by a team of hedge fund and NGO alumni, OpenInvest launched its platform in 2015 to enable retail investors to tailor their portfolio to their personal values in an automated way, for instance by screening out weapon manufacturers stocks or overweighting LGBTQ... View Details

Keywords: Socially Responsible Investing; Investing For Impact; Robo-advisors; Investment; Values and Beliefs; Customization and Personalization; Technology; Financial Services Industry

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