Publications

Educators

Profile

Michael Farias

situations." Becoming involved in issues of access and efficiencies Michael turned his interests into action, becoming one of the organizers behind the student-run website improvehealthcare.org, an outlet dedicated to exploring quality, access, and disparity... View Details

March 2016
Supplement

Compass Group: The Ascension Health Decision

By: Ryan W. Buell

In 2012, Compass Group (Compass) was on the verge of closing a $2 billion deal with Ascension Health (Ascension), one of the largest healthcare systems in the United States. Under the deal, Compass would provide foodservice management and cleaning services for 86 of... View Details

Keywords: Operations Strategy; Sectorization; Operational Focus; Customer Compatibility; Service Operations; Service Delivery; Operations; Customer Focus and Relationships; Service Industry; Health Industry; United States

December 2015
Article

Task Shifting in Surgery: Lessons from an Indian Heart Hospital

By: Budhaditya Gupta, Robert S. Huckman and Tarun Khanna

We present a case study that illustrates task shifting, the transfer of activities from senior to junior colleagues, in the context of cardiac surgery at the Narayana Health City Cardiac Hospital (NH) in India. The case discusses the factors driving the adoption of... View Details

Keywords: Service Delivery; Rank and Position; Health Care and Treatment; Health Industry; India

March 2000
Case

Medscape

By: Richard M.J. Bohmer and Lisa Shapiro Strovink

Medscape is a health care Web site that focuses on delivering high-quality information to health providers and consumers. This case describes Medscape's formation and business model and asks, How is this model unique and is it sustainable? View Details

Keywords: Business Model; Customer Focus and Relationships; Service Delivery; Web Sites; Information Industry

2025
Working Paper

Expert Patients’ Use of Avoidable Health Care

By: Amitabh Chandra, Pragya Kakani and Simone Matecna

We measure whether expert patients – those trained as physicians and nurses – have fewer emergency department visits and the reasons for these differences. Relative to similar patients physicians and nurses had 19.8% and 5.1% fewer ED visits, principally due to fewer... View Details

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

Register to Read

2015
Book

What Great Service Leaders Know and Do: Creating Breakthroughs in Service Firms

By: James L. Heskett, W. Earl Sasser and Leonard A. Schlesinger

Based on decades of collective field experiences, the authors present anecdotal evidence in support of eight things that great service leaders know and do. Great service leaders know that (1) leading a breakthrough service is different, and they take steps to ensure... View Details

Keywords: Management; Leadership; Service Operations; Service Delivery

04 Apr 2011
Research & Ideas

Attention Medical Shoppers: What Health Care Can Learn from Walmart and Amazon

and counting, according to research—that the human body can fail. "The delivery of health care is arguably the delivery of 13,360 different service lines, town by town, of anyone who needs care,"... View Details

Keywords: by Carmen Nobel; Health

12 Oct 1999
Research & Ideas

Rapid Response: Inside the Retailing Revolution

get what they wanted. Choices were more limited, delivery time was measured in months, and warehouses were typically piled high with mountains of expensive inventory—often comprised of too many unpopular products and too few hot sellers.... View Details

Keywords: by James E. Aisner; Apparel & Accessories; Fashion; Consumer Products; Manufacturing; Retail

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

Portrait Project

Lisa Marrone

“You’ll do the right thing.” My father pauses after saying these words and looks at me, pleadingly. There are moments in life when things become just a little bit clearer. I blink and stare. What is the right thing? My parents were never married; My dad was in the... View Details

Web

Suppliers - Institute For Strategy And Competitiveness

Employers Suppliers Policymakers Suppliers Suppliers Suppliers of medical products, technology, and services play vital roles in the value of health care delivery and innovation in health care practice. By increasing patient success rates... View Details

01 Sep 2010
News

Noted & Quoted

“Your chances of getting a generally accepted best practice in your average American hospital are a coin toss. That’s not Six Sigma by a long shot.” — HBS professor Richard Bohmer describing problems with American health-care delivery... View Details

Keywords: Securities, Commodities, and Other Financial Investments; Finance; Hospitals; Health, Social Assistance

Web

Student Spotlight: From Nigeria to HBS: Reigniting My Passion for Healthcare Innovation - Blog: Health Supplement

Practitioners Topics Topics Biotech/pharma Care Delivery Clinical Trials Digital Health Global Health Health Care Entrepreneurship Health Care Innovation Health Care Investment Health Care at HBS Insurance/payor Medical... View Details

Web

Apostille & Certification Support | MBA

address Diplomas should be sent to: Harvard Business School MBA Registrar's Office Spangler Center Soldiers Field Boston, MA 02163 Please allow up to seven business days for your document to be notarized by MBA Registrar Services. View Details

01 Dec 2018
News

HBS Fellowship Furthers Entrepreneurial Dreams

at least two years before matriculating. Okeke served as a special operations manager at Home Chef, a meal-kit delivery startup, and as an associate consultant at Bain & Co. “I’ve always felt a desire to build something. When I was in... View Details

28 Apr 2020
News

Lessons from a COVID Survivor

Allow yourself to lean and be seen. Ruparell’s lifeline came from a broad network of friends and colleagues, who provided physical and emotional support, including grocery delivery and encouraging text messages during her illness. Let go... View Details

2005
Book

Best Face Forward: Why Companies Must Improve Their Service Interfaces With Customers

By: Jeffrey F. Rayport and Bernard J. Jaworski

Keywords: Technology; Digital; Services; Strategy; Internet and the Web; Service Delivery; Marketing

May 2010
Teaching Note

INSEAD (TN)

By: Srikant M. Datar and David A. Garvin

Teaching Note for [308009]. View Details

Keywords: Globalization; Curriculum and Courses; Business Education; Service Delivery; Education Industry; Asia; Europe

January 2003 (Revised September 2004)
Case

Consulting by Auditors (B): The Compromise and its Fallout

By: Ashish Nanda

This case tracks the evolution from October 2000 to July 2001 of public debate, regulatory decisions, and firm perspectives on the subject of consulting by accounting firms. View Details

Keywords: Conflict of Interests; Service Delivery; Accounting Industry; Consulting Industry

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