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

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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

August 2019 (Revised January 2020)
Case

Essential Explorations at MUJI

By: Tomomichi Amano, Das Narayandas, Naoko Jinjo and Akiko Kanno

Launched as a private brand in 1980 to counter the increasingly brand-conscious consumer in Japan, MUJI offered beautifully designed, fairly priced, no-frills quality goods. The once modest private label brand with 40 products had expanded significantly by 2019 to more... View Details

Keywords: Product Portfolio Management; Brands and Branding; Product; Management; Change Management; Mission and Purpose; Retail Industry; Japan

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

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; Food and Beverage Industry; United States

January 2014
Case

Anglo American: Implementing a 'Social Way' for Global Mining

By: Christopher Marquis, David Plumb, Tom Blathwayt and Zoe Yang

The mining giant Anglo American attempts to differentiate itself through its social performance, yet public expectations are still growing. Maintaining a "social license" to operate was increasingly challenging and critical to business success.

The case... View Details

Keywords: Global Mining; Localization; Socioeconomic Issues; Procurement; Corporate Social Responsibility and Impact; Supply Chain Management; Globalization; Reputation; Emerging Markets; Mining Industry; South Africa

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

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

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

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

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

International Business and Decentralized Finance

Over the last decade, the green shoots of a new economic order have emerged as decentralized technologies challenge traditional financial systems. Decentralized finance (DeFi) holds the potential to transform international business (IB) by offering accessible... 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

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

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

October 2022
Case

Lyra Health: Transforming Mental Health

By: Rembrand Koning and Nicole Keller

In January 2022, Lyra Health was deciding between several different alternatives to grow the business. Founded in 2015, Lyra Health, was a digital mental health platform that combined technology with human therapists and coaches to deliver high quality mental health... View Details

Keywords: Mental Health; Health Care and Treatment; Corporate Entrepreneurship; Customer Value and Value Chain; Growth and Development Strategy; Expansion; Health Industry; Technology Industry; San Francisco

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

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

June 2015 (Revised October 2015)
Case

High Liner Foods, 2015

By: John R. Wells and Galen Danskin

In 2015, Canadian-based High Liner Foods Ltd was one of North America's largest frozen fish processors with extensive shares of both the food service and retail channels in Canada, the USA and Mexico. With over C$1 billion in revenues, the company had grown four fold... View Details

Keywords: Strategic Analysis; Strategic Decision Making; Family Business; Commodities; Strategic Planning; Strategy; Competitive Strategy; Food and Beverage Industry; North America; Canada

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

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