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Strategies for Two-Sided Markets

Many blockbuster products and services that have redefined the global business landscape are built around platforms that tie together two distinct groups of users in a network. Examples include credit cards that link consumers and merchants; operating systems that... View Details

November 2010 (Revised January 2011)
Case

The Tzu Chi Foundation's China Relief Mission

By: Herman B. Leonard and YiKwan Chu

Tzu Chi is one of the largest charities in Taiwan, and one of the swiftest and most effective relief organizations internationally. Rooted in the value of compassion, the organization has many unusual operating features -- including having no long term plan. This case... View Details

Keywords: Leadership; Crisis Management; Service Delivery; Mission and Purpose; Religion; Natural Disasters; Nonprofit Organizations; Welfare; China; Taiwan

Trevor Fetter

Trevor Fetter is a Senior Lecturer and the Henry B. Arthur Fellow at Harvard Business School, where he has been on the faculty since 2019. He teaches two MBA required courses: Financial Reporting and Control and Leadership and Corporate Accountability. He has also... View Details

November 2005 (Revised August 2007)
Case

ConAgra Foods: The Next Chapter

By: Ray A. Goldberg and Mary L. Shelman

In 2005, CEO Bruce Rohde has almost completed the integration of ConAgra Foods' collection of 90 independent operating companies into a focused, value-added firm and was beginning to think about his successor. ConAgra had become the second largest food company and No.... View Details

Keywords: Change Management; Corporate Strategy; Leading Change; Management Succession; Strategic Planning; Brands and Branding; Food; Agribusiness; Product Marketing; Management Teams; Transformation; Customer Focus and Relationships; Food and Beverage Industry; Agriculture and Agribusiness Industry; United States

May 1975 (Revised May 1982)
Case

Southwest Airlines (C)

Southwest Airlines, a small intrastate carrier, has just completed its first year of operations in June 1972 and management is debating what advertising and promotional strategy to adopt for the future. Southwest has successfully broken into a market dominated by two... View Details

Keywords: Marketing Strategy; Air Transportation; Air Transportation Industry; United States

April 2008
Case

Ophthalmic Consultants of Boston and Dr. Bradford J. Shingleton (2004)

By: H. Kent Bowen and Marcelo Pancotto

Dr. Bradford Shingleton has developed some of the highest quality eye surgery techniques in the industry. He involves his nurses and technicians in creating a surgical service that is constantly improving. The case has many details about how Dr. Shingleton works with... View Details

Keywords: Health Care and Treatment; Independent Innovation and Invention; Service Operations; Performance Productivity; Practice; Problems and Challenges; Health Industry; Boston

April 2004 (Revised July 2007)
Case

OfficeTiger

By: Joseph B. Lassiter III and Johanna Regine Naunton Blaxall

OfficeTiger was founded in late 1999 with an innovative approach to global outsourcing. The company's employees, located primarily in India, provided services for corporations, investment banks, and professional services firms throughout the United States, Europe, and... View Details

Keywords: Mergers and Acquisitions; Globalized Markets and Industries; Job Cuts and Outsourcing; Growth and Development Strategy; Service Operations; India

August 2000 (Revised September 2005)
Case

Omnitel Pronto Italia

By: Rajiv Lal, Carin-Isabel Knoop and Suma Raju

Describes the situation faced by Omnitel soon after launching its mobile telecommunication services in Italy in December 1995. Competing against the Italian monopoly, TIM, Omnitel had positioned its services to be better on the quality dimension. However, sales were... View Details

Keywords: Customer Satisfaction; Marketing Channels; Marketing Strategy; Product Positioning; Market Entry and Exit; Product Development; Sales; Competition; Segmentation; Value Creation; Telecommunications Industry; Italy

September 2008
Case

TCS: The MCA 21 Project

Tata Consultancy Services (TCS), a leading outsourced software services provider based in India, must decide whether to bid on a high-profile government project within India. The project, if completed successfully, would mark another step in TCS's progression from a... View Details

Keywords: Experience and Expertise; Developing Countries and Economies; Globalized Firms and Management; Growth and Development Strategy; Service Operations; Projects; India

September 2000
Case

Quokka Sports

By: Stephen P. Bradley, Thomas R. Eisenmann, Stephanie Mason Ogborne and Julie C. Toscano

Quokka Sports is an example of one of the new broadband services focused in total immersion sports. Quokka faces two issues: 1) the broadband infrastructure is emerging slowly so the type of services offered needs to be decided on. 2) Quokka faces an explosion of... View Details

Keywords: Digital Marketing; Decisions; Information Publishing; Infrastructure; Competition; Web Services Industry; Web Services Industry

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01 Feb 2017
What Do You Think?

Is the Next Jobs Crisis Just Ahead?

won’t be lost such as highly personalized services such as child care until I considered that my 2 year-old grandson can operate iPhones, computers, and other electronic devices which means he’ll soon have... View Details

Keywords: by James Heskett; Service

17 Mar 2015
First Look

First Look: March 17

in partnered R&D projects. March 2015 Journal of Operations Management Collaboration in Multi-Partner R&D Projects: The Impact of Partnering Scale and Scope By: Mishra, Anant, Aravind Chandrasekaran,... View Details

Keywords: Sean Silverthorne

September 1992 (Revised January 1993)
Case

Courtyard by Marriott

By: James L. Heskett and Roger H. Hallowell

Courtyard by Marriott, a chain of modestly priced hotels, weighs its future options regarding human resources, its service delivery system, and management structure. Fairfield Inn, another Marriott product, is discussed for contrast. View Details

Keywords: Human Resources; Service Operations; Brands and Branding; Management Systems; Decision Making; Service Industry; Service Industry

October 2023
Case

Hey Jane: Delivering Abortion Pills to the Doorstep

By: Rembrand Koning, Geraldine Pena-Galea and Sarah Mehta

This case tells the story of Hey Jane, a telehealth clinic founded in 2020 that provides virtual medication abortion services to eligible patients in nine U.S. states. By January 2023, the company had served more than 20,000 patients and raised nearly $10 million in... View Details

Keywords: Operations; Business Startups; Health Care and Treatment; Growth and Development Strategy; Health Industry; Technology Industry; United States

Andreessen Horowitz

This teaching case profiles Andreessen Horowitz (a16z), a venture capital firm launched in 2009 that quickly broke into the VC industry's top ranks. The case recounts the firm's history; describes its co-founders' motivations and their strategy for disrupting an... View Details

2017
Case

Uncommon Schools (A): A Network of Networks

By: John J-H Kim and Sarah McAra

In 2013, Brett Peiser, CEO of the charter school management organization (CMO) Uncommon Schools, is reassessing the nonprofit’s strategy. For nearly 10 years, Uncommon had fulfilled its mission to bring high-quality education to students in low-income, urban areas... View Details

Keywords: Charter Schools; Nonprofit Organizations; Teaching; Talent Management; Innovation; Organization Structure; Education; Early Childhood Education; Middle School Education; Organizational Structure; Performance Consistency; Strategy; Collaborative Innovation and Invention; Education Industry

August 1994 (Revised January 1999)
Case

Taco Bell Corporation (Abridged Update)

By: James L. Heskett

Taco Bell's management has developed plans to establish 100,000 points of service for its fast food business. Clearly, this will require significantly different approaches to management and organization. View Details

Keywords: Business Plan; Growth and Development Strategy; Service Delivery; Organizations; Food and Beverage Industry

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February 2023
Case

Seemore Meats & Veggies

By: Lou Shipley, Patricia Favreau and Mel Martin

Cara Nicoletti was an emerging food entrepreneur that had recently launched her first product, a sustainably sourced, vegetable-infused meat sausage. Brooklyn, New York City-based Seemore Meats & Veggies had seen promising signs of success in local markets and pockets... View Details

Keywords: Sales; Food; Logistics; Entrepreneurship; Growth and Development Strategy; Agriculture and Agribusiness Industry; Food and Beverage Industry; United States

January 2008 (Revised February 2011)
Case

Rubbish Boys

By: Noam Wasserman and Rachel Galper

It looked like founder-CEO Brian Scudamore might not be able to pursue franchising as a growth option for his junk-removal business after all. Over the years, he had overcome many hurdles, including buying out his "too-fiery" co-founder, firing all of his employees so... View Details

Keywords: Service Operations; Problems and Challenges; Brands and Branding; Business Model; Partners and Partnerships; Business Growth and Maturation; Franchise Ownership; Growth and Development Strategy; Service Industry; Canada; North America

March 2008 (Revised November 2008)
Case

Databank in Africa

By: Jordan Siegel and Yi Kwan Chu

This case tackles issues of regional strategy and strategic institutional arbitrage. Databank is a financial services firm designing its regional strategy for Africa and seeking to benefit from institutional arbitrage. View Details

Keywords: Developing Countries and Economies; Local Range; Emerging Markets; Service Operations; Business Strategy; Financial Services Industry; Africa

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