Publications

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July 2007 (Revised February 2010)
Case

Launching Telmore (A)

By: Ramon Casadesus-Masanell, Celso Fernandez and Moritz Jobke

When the Danish mobile phone service provider Telmore entered the market in October 2000, few people took notice. Its business model was not perceived as particularly aggressive or threatening to the industry. Less than three years later, Telmore's creative adaptation... View Details

Keywords: Business Model; Disruptive Innovation; Market Entry and Exit; Creativity; Adaptation; Competitive Advantage; Telecommunications Industry; Denmark

July 2000 (Revised October 2019)
Exercise

Riggs-Vericomp Negotiation (B): Confidential Information for VERICOMP (Buyer)

By: Michael Wheeler

The seller (Riggs Engineering) manufactures and services recycling equipment for the computer industry. The buyer (Vericomp) uses solvents in manufacturing chips. Though set in a high-tech industry, this exercise illustrates fundamental aspects of negotiation analysis... View Details

Keywords: Agreements and Arrangements; Negotiation Participants; Negotiation Tactics; Value Creation; Computer Industry

16 Apr 2007
Research & Ideas

Delivering the Digital Goods: iTunes vs. Peer-to-Peer

and the development of incremental tradeoffs towards radical moves to create new business models, new forms of satisfying needs that drastically reduce costs and/or raise value perceived by customers. One important enabler of new business models is the Internet. This... View Details

Keywords: by Sean Silverthorne; Music

Ayelet Israeli

Ayelet Israeli is the Marvin Bower Associate Professor of Business Administration at the Harvard Business School Marketing Unit. She is the co-founder of the Customer Intelligence Lab at the Digital Data Design (D^3) Institute at Harvard Business School. She teaches... View Details

Keywords: e-commerce industry; e-commerce industry; e-commerce industry; e-commerce industry

March 2021
Case

VideaHealth: Building the AI Factory

By: Karim R. Lakhani and Amy Klopfenstein

Florian Hillen, co-founder and CEO of VideaHealth, a startup that used artificial intelligence (AI) to detect dental conditions on x-rays, spent the early years of his company laying the groundwork for an AI factory. A process for quickly building and iterating on new... View Details

Keywords: Artificial Intelligence; Innovation and Invention; Disruptive Innovation; Technological Innovation; Information Technology; Applications and Software; Technology Adoption; Digital Platforms; Entrepreneurship; AI and Machine Learning; Technology Industry; Technology Industry; North and Central America; United States; Massachusetts; Cambridge

11 Jul 2019
Sharpening Your Skills

Deconstructing 'Customer Experience'

Legendary Harvard Business School marketing professor Theodore Levitt warned his students and industry executives against “marketing myopia”—that is, adopting an insular marketing approach where the business puts its own needs ahead of... View Details

Keywords: by Sean Silverthorne; Service; Service

Teaching Interest

Overview

Paul is primarily interested in teaching data science to management students through the case method. This includes technical topics (programming and statistics) as well as higher-level management issues (digital transformation, data governance, etc.) As a research... View Details

Keywords: A/B Testing; AI; AI Algorithms; AI Creativity; Algorithm; Algorithm Bias; Algorithmic Bias; Algorithmic Fairness; Algorithms; Analytics; Application Program Interface; Artificial Intelligence; Causality; Causal Inference; Computing; Computers; Data Analysis; Data Analytics; Data Architecture; Data As A Service; Data Centers; Data Governance; Data Labeling; Data Management; Data Manipulation; Data Mining; Data Ownership; Data Privacy; Data Protection; Data Science; Data Science And Analytics Management; Data Scientists; Data Security; Data Sharing; Data Strategy; Data Visualization; Database; Data-driven Decision-making; Data-driven Management; Data-driven Operations; Datathon; Economics Of AI; Economics Of Innovation; Economics Of Information System; Economics Of Science; Forecast; Forecast Accuracy; Forecasting; Forecasting And Prediction; Information Technology; Machine Learning; Machine Learning Models; Prediction; Prediction Error; Predictive Analytics; Predictive Models; Analysis; AI and Machine Learning; Analytics and Data Science; Applications and Software; Digital Transformation; Information Management; Digital Strategy; Technology Adoption

April 2014 (Revised January 2015)
Background Note

Note on Mobile Healthcare

By: John A. Quelch and Margaret L. Rodriguez

Delivering health care to the global population was a challenge. Health care costs accounted for ten percent of world GDP by 2013. In the U.S., health care costs were expected to top $3.1 trillion in 2014. New technologies, shortages of trained personnel and... View Details

March 1994 (Revised April 1995)
Case

EnClean: Malcolm Waddell's Story (A)

By: David J. Collis

Describes, in the words of its cofounder, the history of EnClean, an industrial and environmental services company, from its origins in 1984. The company grew rapidly and diversified into new businesses and new geographies both through acquisition and internally. It... View Details

Keywords: Diversification; Expansion; Restructuring; Corporate Strategy

24 Aug 2016
News

Entrepreneurs versus regulators

03 Mar 2008
Working Paper Summaries

Testing a Purportedly More Learnable Auction Mechanism

Keywords: by Katherine L. Milkman, James Burns, David C. Parkes, Gregory M. Barron & Kagan Tumer; Web Services

May 2016 (Revised September 2017)
Case

Pal's Sudden Service—Scaling an Organizational Model to Drive Growth

By: Gary P. Pisano, Francesca Gino and Bradley R. Staats

Pal's Sudden Service has developed a unique operating model and organizational culture in the quick service restaurant business. With a deep emphasis on process control and improvement, zero defects, extensive training, and a high level of employee engagement, Pal's... View Details

Keywords: Growth Strategy; Corporate Culture; Operations Strategy; Motivation; Values; Motivation and Incentives; Strategy; Values and Beliefs; Service Operations; Organizational Culture; Growth and Development Strategy; Service Industry; Service Industry

May 2022
Article

Variance Analysis: New Insights from Health Care Applications

By: Robert S. Kaplan and Susanna Gallani

We use a health care application to illustrate how variance analysis can be used to benchmark costs across similar service delivery sites. Variances for personnel costs, typically the largest cost component in service organizations, are calculated for price, quantity,... View Details

Keywords: Variance Analysis; Benchmarking; Time-Driven Activity-Based Costing; Health Care; Activity Based Costing and Management; Health Care and Treatment; Service Delivery; Service Industry

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Research Summary

SUMMARY

My research examines the microfoundations of organizational capabilities. My first area of research empirically explores how organizational capabilities become embedded in teams through the mechanism of team familiarity. My second area of research... View Details

03 Oct 2005
Research & Ideas

The Truck Driver Who Reinvented Shipping

labor and dock servicing time, McLean was vigilant about standardization. His efforts to increase efficiency resulted in standardized container designs that were awarded patent protection. Believing that standardization was also the path... View Details

Keywords: by Anthony J. Mayo & Nitin Nohria; Manufacturing; Transportation; Aerospace

October 1997 (Revised November 2000)
Case

Transitional Infant Care Specialty Hospital

Transitional Infant Care Specialty Hospital (TIC) addresses the question of whether and how to maintain strategic focus in an industry that is calling increasingly for integrated service delivery. Despite providing high-quality, cost-effective care relative to... View Details

Keywords: Leadership; Marketing Strategy; Service Delivery; Health Care and Treatment; Health Industry; Pittsburgh

March 2018
Case

EKOL Logistics: Thinking Outside the Box

By: Willy C. Shih and Esel Çekin

This case describes Ekol, an intermodal transportation and logistics company, and how it manages capacity planning. Its busiest routes linked motor vehicle assemblers in Germany and Turkey with many of their parts suppliers, but it had also developed key links in... View Details

June 2006 (Revised September 2006)
Case

Tech Data Corporation

Tech Data is a global supplier of logistics management services and one of the world's largest distributors of information technology equipment. Operational execution is key for the company, which has gross margins in the 5% range. At the end of 2005, the company had... View Details

Keywords: Competition; Information Infrastructure; Operations; Growth and Development Strategy

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February 2011
Case

oDesk: Changing How the World Works

By: Boris Groysberg, David A. Thomas and Jennifer M. Tydlaska

It is 2010, and Gary Swart, CEO of oDesk, is contemplating the next steps for his organization. Founded in 2004 in California, oDesk operates an online marketplace which matches Employers with Contractors. oDesk provides fact-based information on Contractors, including... View Details

Keywords: Recruitment; Leadership; Growth and Development Strategy; Digital Platforms; Marketplace Matching; Corporate Strategy; Internet and the Web; Consulting Industry