Delivery - Publications - Faculty & Research

09 Apr 2016
News

Introducing Panera 2.0

As Panera Bread opens its 2,000 location, founder and CEO Ron Shaich (MBA 1978) is preparing to launch Panera 2.0, the company’s ambitious plan to use technology to speed up the ordering process and enhance delivery options. Shaich tells... View Details

23 Jan 2012
Research & Ideas

Break Your Addiction to Service Heroes

words, you also need a management plan for your customers. To return to our manufacturing metaphor, the special challenge of service delivery is that your customers routinely wander onto the shop floor-unannounced-and tinker with the... View Details

Keywords: by Deborah Blagg; Service

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Residents & Fellows Course - Institute For Strategy And Competitiveness

HBS ISC Health Care Health Care Value-Based Health Care Health Care Courses Fast Facts Health Care Courses Health Care Courses Executive Education Courses Health Care Curriculum Residents & Fellows Course Strategy for Health Care Delivery... View Details

Thomas S. Monaghan

Monaghan founded the second largest pizza retailer in the United States. He discovered an effective new formula for Domino’s pizza, simplified the menu, limited toppings and pizza sizes, and concentrated on making deliveries in record... View Details

Keywords: Food & Tobacco

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Videos - Institute For Strategy And Competitiveness

Health Delivery Project The Institute for Cancer Care Innovation MOC Network ICIC U.S. Cluster Mapping Project U.S. Competitiveness Project FSG Shared Value Initiative Social Progress Imperative AllWorld Network VBHCD Initiative VBHCD... View Details

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Executive Education Courses - Institute For Strategy And Competitiveness

HBS ISC Health Care Health Care Value-Based Health Care Health Care Courses Fast Facts Health Care Courses Health Care Courses Executive Education Courses Health Care Curriculum Residents & Fellows Course Strategy for Health Care Delivery... View Details

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The Institute for Cancer Care Innovation - Institute For Strategy And Competitiveness

Delivery Project The Institute for Cancer Care Innovation MOC Network ICIC U.S. Cluster Mapping Project U.S. Competitiveness Project FSG Shared Value Initiative Social Progress Imperative AllWorld Network The Institute for Cancer... The... View Details

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IT Strategy: Improving Service to Support Innovation | Information Technology

IT Strategy: Improving Service to Support Innovation By Kellyn Eaddy on September 20, 2024 Strategic Initiative: 1.05 Service Delivery Improvement Plan Share via Facebook Share via LinkedIn Print Share via email The Opportunity HBS IT... View Details

01 Sep 2008
News

In Africa, Porter Sees Lessons for Health Care

the highlands of east Africa, it is HIV and TB patients to whom Porter listens intently as they describe their care and treatment. It’s July 2007, and Porter is on a fact-finding trip to Rwanda, part of his work for the Global Health View Details

Keywords: HIV/AIDS; Ambulatory Health Care Services; Health, Social Assistance

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Policymakers - Institute For Strategy And Competitiveness

Employers Suppliers Policymakers Policymakers Policymakers Policymakers play a key role in the transition to a value-based health care delivery system. Many older laws and regulations that attempted to prevent fraud and abuse in the... View Details

June 1991 (Revised October 1992)
Case

Otis Elevator Co.: Managing the Service Force

By: James I. Cash Jr.

Keywords: Service Delivery; Management

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Article

Once More: How Do You Improve Customer Service?

By: Frank V. Cespedes

Keywords: Customers; Service Delivery

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01 Jun 1998
News

Devtosh Khare

The son of a well-traveled Indian ambassador, Devtosh Khare has spent most of his life away from his native land. Born in China, Khare was educated mostly in Belgium, Pakistan, Germany, and the United States. His peripatetic upbringing has given him a command of... View Details

Keywords: Orna Feldman photograph by Webb Chappell

Article

Efficiencies and Regulatory Shortcuts: How Should We Regulate Companies like Airbnb and Uber?

By: Benjamin Edelman and Damien Geradin

New software platforms use modern information technology, including full-featured web sites and mobile apps, to allow service providers and consumers to transact with relative ease and increased trust. These platforms provide notable benefits including reducing... View Details

Keywords: Platforms; Regulation; Sharing Economy; Uber; Airbnb; Universal Service; Insurance; Market Platforms; Service Delivery; Software; Service Industry

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10 AM – 11 AM EDT, 22 Oct 2015
Webinars: Trending@HBS

Collective Impact: An Innovative Approach to Improving Public Education

In this webinar, Professor Grossman will describe an innovative approach to improving public education Collective Impact and how you can get involved to help transform public education in the communities you care about. View Details

Samuel Insull

Insull centralized utility delivery and created a new business model called customer ownership, or people’s capitalism. This utility delivery approach rapidly spread throughout the country during the 1920s... View Details

Keywords: Utilities & Energy

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Eva Cai | MBA

Eva Cai Bioengineering (SB) Quincy 2021 Cohort 3 As a perpetual learner and bioengineer, I am excited to explore how business perspectives can shape and improve the effectiveness of engineering solutions. Tech areas of interest: Drug View Details

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Books - Institute For Strategy And Competitiveness

Health Delivery Project The Institute for Cancer Care Innovation MOC Network ICIC U.S. Cluster Mapping Project U.S. Competitiveness Project FSG Shared Value Initiative Social Progress Imperative AllWorld Network VBHCD Initiative VBHCD... View Details

01 Jun 2016
News

Case Study: On the Table

style-driven business, but go with it. —Ted Hibben (MBA 1986) Start the delivery operation but structure it for spin-off, because there’s clearly an opportunity for e-commerce logistics in Mexico. As part of the startup, look for other... View Details