Publications

Web

Student Activities - Health Care

together more than 600 students, alumni, and professionals, plus 30 speakers from diverse areas of health care. Physician Shadow Program Enables students who are interested in health care delivery to shadow physicians at area hospitals... View Details

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

Web

HBS - Financials | Supplemental Financial Information

13,101 in fiscal 2021, a 20 percent increase over the prior year. The group also delivered virtual custom programs in a range of industries, piloting new delivery models that accommodated the needs of clients to reach large-scale... View Details

Web

Providers - Institute For Strategy And Competitiveness

reliable. Physician referrals should be based on excellent patient results, together with the ability of referred providers to share information and integrate care across the entities involved in the care cycle. Improve the process of care View Details

18 Jan 2018
News

The Lessons of All-Day Breakfast

order from kiosks. We had delivery set up so they could experience what delivery was all about. We had our mobile app and our mobile order and pay. Our new value programs are hot off the grill beef. So they... View Details

Keywords: Food Services and Drinking Places; Hospitality

Web

Electricity - Business & Environment

especially vulnerable to the impacts of climate change: hurricanes, wildfires, and sea level rise pose immense risks for the reliable delivery of electricity. As one example, restoring electric power in Puerto Rico following Hurricane... View Details

July 2018 (Revised July 2018)
Teaching Note

Argentina Power—Don’t Cry for Me Argentina

By: Nori Gerardo Lietz and Sayiddah Fatima McCree

Teaching Note for HBS No. 218-041. This case concerns a complex potential energy infrastructure investment in Argentina by a global conglomerate shortly after Mauricio Macri (“Macri”) became President of Argentina in 2015. The central issues are (i) why was a country... View Details

Keywords: Argentina; Argentine Exceptionalism; Infrastructure Finance; Investing; Finance; Inflation and Deflation; Government and Politics; Energy Generation; Infrastructure; Utilities Industry; Energy Industry; Financial Services Industry; Argentina; South America

01 Jan 2011
News

Karen Gordon Mills, MBA 1977

financing that ranges from micro loans to help home-based businesses buy delivery trucks to sophisticated loans to build factories, she believes the SBA can stimulate "not just initial product creation, but production innovation,... View Details

August 1992 (Revised June 1993)
Case

Euro Disney: The First 100 Days

By: Gary W. Loveman and Leonard A. Schlesinger

The Walt Disney Co. theme parks historically have thrived on the basis of a formula stressing excellent customer service and a magnificent physical environment. The formula has proven successful in Japan, as well as the United States. With the controversial opening of... View Details

Keywords: Multinational Firms and Management; Service Operations; Service Delivery; Corporate Strategy; Customer Focus and Relationships; Service Industry; Entertainment and Recreation Industry; Japan; France; United States

September 2001 (Revised August 2004)
Case

Rapid Rewards at Southwest Airlines

By: Frances X. Frei and Corey B. Hajim

Southwest Airlines is well known as the low-fare airline that has achieved ongoing financial success in one of the most financially troubled industries in the United States. Told from the perspectives of two Southwest customers--a frequent flier and a more typical... View Details

Keywords: Customer Relationship Management; Air Transportation; Service Operations; Service Delivery; Air Transportation Industry

July 2023 (Revised May 2024)
Case

Vytal: Packaging-as-a-Service

By: George Serafeim, Michael W. Toffel, Lena Duchene and Daniela Beyersdorfer

The Germany-based startup Vytal operated the largest digital-native reusable packaging-as-a-service network globally, having raised nearly €15 million, established a large network of restaurant partners, and prevented the use of millions of single-use take-out food... View Details

February 2024 (Revised December 2024)
Case

Best Buy Health: Enabling Care at Home

By: Robert S. Huckman, Rosabeth Moss Kanter, Antonio Moreno, Bradley Staats and Sarah Mehta

This case explores retailer Best Buy’s decision to enter health care. Best Buy Health aims to enable care at home across three prongs: consumer health, active aging, and virtual care. A key pillar of Best Buy Health's strategy is leveraging the Geek Squad—the company's... View Details

Keywords: Business Ventures; Health Care and Treatment; Innovation and Invention; Business Strategy; Market Entry and Exit; Service Delivery; Service Operations; Electronics Industry; Health Industry; Retail Industry; United States; Minnesota

June 2020
Case

RBC: Transforming Transformation (A)

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; Banking Industry; Financial Services Industry; Canada

14 Jul 2020
Research & Ideas

Restarting Under Uncertainty: Managerial Experiences from Around the World

providing personal protection equipment (PPE) to suppliers and contractors. In some cases, risk-sharing practices meant sharing workers with other businesses so companies experiencing a downturn could help businesses with a temporary spike in demand, such as supporting... View Details

Keywords: by Raffaella Sadun, Andrea Bertoni, Alexia Delfino, Giovanni Fassio, and Mariapaola Testa

November 2009
Supplement

Managing a Global Team: Greg James at Sun Microsystems, Inc. (B)

By: Tsedal Neeley

This case updates students on the steps Greg James took to solve the problems that instigated the crisis documented in “Managing a Global Team: Greg James at Sun Microsystems, Inc. (A).” We find out how James solves the process problems involved in his team's breakdown... View Details

Keywords: Customer Satisfaction; Globalized Firms and Management; Crisis Management; Service Delivery; Business Processes; Performance Productivity; Groups and Teams; Technology Industry

11 Mar 2021
News

Leading with Heart

it is the nation's largest catering business, which is not very often known. And also the nation's largest fast-casual delivery player. So it's a very strong brand. Now the background was that Panera has had a track record of success over... View Details

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; Transportation Industry; Service Industry; United States