Publications

Career Coach

Mark Hardie

several global development partnerships. Before Nokia, Mark was an investor at Fleet Development Ventures, a $100MM private equity fund. Mark founded and ran a Boston start-up that developed "MusicTeller," an innovative digital View Details

Keywords: Entrepreneurship; Private Equity; Financial Services (All); Venture Capital; Financial Services (All); Health Care; Telecommunications

December 2015
Case

IDEO: Human-Centered Service Design

By: Ryan W. Buell and Andrew Otazo

The case describes IDEO, one of the world's leading design firms, and its human-centered innovation culture and processes. It is an example of what managers can do to make their own organizations more innovative. In reaction to a rapidly changing competitive landscape,... View Details

Keywords: Design Thinking; Innovation; Service Management; Service; Design; Service Delivery; Innovation and Management; Entertainment and Recreation Industry; Peru

Teaching Interest

Overview

By: Rob Markey

Managing Service Operations - MBA Elective Curriculum

World-class service organizations deeply understand the needs and behaviors of their customers, and design, manage, and improve their operating models accordingly. This course... View Details

Keywords: Customer Lifetime Value; Customer Centric Initiative; Customer Engagement; Service Management; Service Profit Chain; Service Design; Service Models; Service Excellence; Customer Focus and Relationships; Customer Satisfaction; Customer Value and Value Chain; Service Delivery; Service Operations

July 2002 (Revised August 2014)
Case

WellSpace Treatment Centers for Complementary and Alternative Medicine (A)

By: Regina E. Herzlinger, Jun HuangPu and Bing Lin

How should WellSpace, a venture capital-backed purveyor of alternative health services, expand? Although it was nearing breakeven in its first location, the right business model remained unclear. View Details

Keywords: Business Model; Entrepreneurship; Venture Capital; Health Care and Treatment; Innovation and Invention; Service Delivery; Health Industry

September 2001 (Revised October 2002)
Case

Virgin Group, The: Filling in the Value Gap

By: Frances X. Frei, Hanna Rodriguez-Farrar and Corey B. Hajim

Chronicles the successes and failures of the Virgin Group. By examining these examples, students discover attributes of Virgin's overall service concept, which, at its core, competes on quality rather than on price. Students are challenged to consider how Virgin might... View Details

Keywords: Quality; Competition; Price; Business Conglomerates; Service Operations; Service Delivery; Market Entry and Exit

January 1994 (Revised May 1995)
Case

Xerox: Design for the Environment

By: Richard H.K. Vietor

In 1990, Xerox undertook an "Environmental Leadership Program" designed to make Xerox an industry leader in non-polluting operations, recycling, and products actually designed for the environment. This effort flowed naturally out of the system of total quality... View Details

Keywords: Product Design; Production; Service Delivery; Service Operations; Organizational Design; Environmental Sustainability

Web

The Experience | Information Technology

experience. You can see when participants raise their hands, when they lean into the discussion, and when they’re not fully engaged. It’s online teaching and learning, on a whole new level. Seamless program delivery Behind the scenes, a... View Details

Web

Research & Data Services for HBS Faculty & Doctoral Students | Baker Library

Data Wrangling Information Support for Research Literature & Article Searches Data Licensing & Acquisitions Purchase Requests & (HOLLIS) Book Delivery Other Research Services for HBS Faculty Contact for HBS faculty, research staff, and... View Details

01 Sep 2009
News

Noted & Quoted

Tom Coburn (R-OK), writing on health-care reform (Huffington Post, April 27, 2009). “True reform will require both moving toward universal insurance coverage and restructuring the care delivery system. These two components are profoundly... View Details

Keywords: Business Schools & Computer & Management Training; Educational Services; Management

25 May 2018
Working Paper Summaries

Trust and Disintermediation: Evidence from an Online Freelance Marketplace

Keywords: by Grace Gu and Feng Zhu; Service

29 Oct 2024
Cold Call Podcast

Can a Coffee Shop in Utah Help Solve Underemployment for People with Disabilities?

Keywords: Re: Richard S. Ruback

15 Nov 2004
Research & Ideas

Solving the Health Care Conundrum

the potential to create a virtuous cycle in health care delivery with many winners. Areas of excellence will lead to accumulating greater experience, which will result in increasing efficiency and gathering better information on results... View Details

Keywords: by Michael E. Porter; Health

June 2009 (Revised April 2011)
Case

Cincinnati Children's Hospital Medical Center

By: Anita L. Tucker and Amy C. Edmondson

The case describes an organization's use of the science of improvement to transform their process quality from below average to the top 10% in their industry. The case outlines the protagonist's strategy of developing internal experts who are trained in a common... View Details

Keywords: Change Management; Experience and Expertise; Leading Change; Measurement and Metrics; Service Delivery; Performance Improvement; Health Industry; Ohio

March 2016 (Revised February 2020)
Teaching Note

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

September 1974
Case

Max-Able Medical Clinic (A)

The issue concerns introduction of a new technology in health care delivery. The case requires the student to analyze the process for delivering health care via a new technology, the multiphasic testing facility. Analysis of patient flow, capacity, choice of tests, and... View Details

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