Publications

Find at Harvard

July 1999 (Revised November 1999)
Case

Northwest Airlines and the Detroit Snowstorm (A)

Northwest Airlines forced hundreds of passengers to wait up to 8 1/2 hours on aircraft after reaching their destination in an unusually horrible service disaster. The case explores what occurred, why it occurred, and the feelings of those involved. View Details

Keywords: Service Delivery; Failure; Air Transportation Industry; Service Industry

October 1999 (Revised January 2000)
Case

Alaska Airlines: For the same price, you just get more...

Alaska Airlines grapples with the issue of whether or not advanced use of technology to enable its customers to serve themselves (self-service) in certain airport functions will help it to achieve competitive advantage. View Details

Keywords: Technology; Service Delivery; Competitive Advantage; Air Transportation Industry; Alaska

Web

News Coverage - 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

Web

Articles - 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

2 Dec 2019
Other Presentation

Increasing Solar Power

By: Joseph B. Lassiter III and Abby Hopper

Is increasing solar power the answer? Abby Hopper, president and CEO of the Solar Energy Industries Association, and Professor Joe Lassiter discuss how to deliver reliable, clean, low cost power for people everywhere. View Details

Keywords: Solar Power; Renewable Energy; Service Delivery

04 Jun 2007
Research & Ideas

Is Health Care Making You Better—or Dead?

coupled with this delivery system that was, wittingly or not, heartless. And I've been at it since then. I wrote Market-Driven Health Care, which was a very popular book. But the part of it that I thought was the most important, which is... View Details

Keywords: by Sean Silverthorne; Health

Web

Institute Associates - Institute For Strategy And Competitiveness

Austin. He is a nationally recognized leader in orthopaedic surgery and value-based health care payment and delivery models. Prior to joining the Dell Medical School, he was the William R. Murray Endowed Professor and Vice Chair of... View Details

30 May 2007
Research & Ideas

Health Care Under a Research Microscope

Research; and Robert Higgins, managing general partner and founder of VC firm Highland Capital Partners. As a physician, Bohmer is interested in the delivery side of health care—how care is given to patients. "Health care reform, in... View Details

Keywords: by Sean Silverthorne; Health; Biotechnology

27 Feb 2020
Sharpening Your Skills

How Following Best Business Practices Can Improve Health Care

health care landscape through a lens of disruptive innovation. How Electronic Patient Records Can Slow Doctor Productivity Instead of making health care delivery more efficient, electronic health records may be doing just the opposite.... View Details

Keywords: by Sean Silverthorne; Health; Medical Devices & Supplies

16 Jun 2020
Blog Post

Delivering Solutions During a Crisis with Hans Kristian Furuseth (MBA 2019)

management team, launched a new website, and tripled their marketing efforts. Then in February 2020, Farmasiet.no launched same day delivery for prescription medications, a few weeks before that service would become lifesaving. “We know... View Details

January 2009 (Revised July 2015)
Case

Restaurant Promotions in 2015

By: Benjamin Edelman

A variety of services offer consumers discounts when dining at participating restaurants. This case examines four such services: Entertainment Book, Restaurant.com, Rewards Network, and Groupon. Despite key functional similarities, each of the services chooses an... View Details

Keywords: Marketing Strategy; Two-Sided Platforms; Service Delivery; Service Operations; Internet; Food and Beverage Industry; Service Industry

July 2000 (Revised August 2005)
Case

Deaconess-Glover Hospital (A)

Chronicles the initial efforts to teach a health care organization to manage itself according to the principles of the Toyota Production System (TPS). Describes the decision and dilemmas that arose from the implementation experiment. Builds on Bowen and Spear's earlier... View Details

Keywords: Management; Service Delivery; Health Care and Treatment; Health Industry; Massachusetts

winter 1997
Article

The Effects of Market Structure and Ownership on Prices and Service Offerings in the Cable Television Industry

By: Willis Emmons and Robin A. Prager

Keywords: Markets; Ownership; Price; Service Delivery; Entertainment; Media and Broadcasting Industry