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  • All HBS Web  (1,750)
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  • April 2000 (Revised June 2000)
  • Case

Everdream

Silicon Valley start-up Everdream wants to turn the provision of PCs to small business into a turnkey service including excellent 24/7 support. This case explores what this will take by focusing on the question of what, if anything, Everdream can guarantee. View Details
Keywords: Service Delivery; Information Infrastructure; Business Startups; Computer Industry; Service Industry; California
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Hallowell, Roger H., and Christina L. Darwall. "Everdream." Harvard Business School Case 800-251, April 2000. (Revised June 2000.)
  • September 1996 (Revised June 1997)
  • Case

QVC, Inc.

By: Jeffrey F. Rayport
Illustrates the "Service Profit Chain" in action. QVC, whose initials stand for Quality, Value,, and Convenience, demonstrates clearly how a strong customer focus can lead to establishing a strong franchise in the retail sector and a highly profitable business whose... View Details
Keywords: Customer Relationship Management; Service Delivery; Retail Industry; United States
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Rayport, Jeffrey F., and Dickson Louie. "QVC, Inc." Harvard Business School Case 897-050, September 1996. (Revised June 1997.)
  • 2001
  • Case

Stora Enso North America (SENA)

By: Vijay Govindarajan, Jesse Johnson and Chris Trimble
Robert Leach, VP of information technology for SENA had a vision of building an IT infrastructure that connected all of the participants in the paper supply chain and launching new service businesses enabled by the new infrastructure. Through a detailed description of... View Details
Keywords: Information Technology; Service Delivery; Supply Chain; Business Strategy
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Govindarajan, Vijay, Jesse Johnson, and Chris Trimble. "Stora Enso North America (SENA)." 2001. (Case No. 2-0001.)
  • 2001
  • Book

e-Commerce

By: Jeffrey F. Rayport and Bernard J. Jaworski
Keywords: Marketing, Technology, Digital, Services, And Strategy; Strategy; Internet and the Web; Service Delivery; Marketing
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Rayport, Jeffrey F., and Bernard J. Jaworski. e-Commerce. New York, NY: McGraw-Hill/Irwin, 2001.
  • 2002
  • Book

Introduction to e-Commerce

By: Jeffrey F. Rayport and Bernard J. Jaworski
Keywords: Marketing, Technology, Digital, Services, And Strategy; Strategy; Internet and the Web; Service Delivery; Marketing
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Rayport, Jeffrey F., and Bernard J. Jaworski. Introduction to e-Commerce. Boston, MA: McGraw-Hill/Irwin marketspaceU, 2002.
  • 2001
  • Book

Cases in e-Commerce

By: Jeffrey F. Rayport and Bernard J. Jaworski
Keywords: Technology; Digital; Services; Strategy; Internet and the Web; Service Delivery; Marketing
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Rayport, Jeffrey F., and Bernard J. Jaworski. Cases in e-Commerce. Boston, MA: McGraw-Hill/Irwin marketspaceU, 2001.
  • September 2003 (Revised October 2010)
  • Case

A Pain in the Hip

By: Richard M.J. Bohmer
Describes in detail the process of diagnosing the cause of a sore hip in a young girl. Referred to the emergency room by her pediatrician, the child is subjected to a set of diagnostic tests over a two-day period, each designed to reduce the uncertainty surrounding the... View Details
Keywords: Production; Service Delivery; Service Operations; Performance Improvement; Health Industry
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Bohmer, Richard M.J. "A Pain in the Hip." Harvard Business School Case 604-012, September 2003. (Revised October 2010.)
  • February 1989 (Revised August 1989)
  • Case

Portman Hotel Co.

A brand new hotel has opened with a new service strategy: import to America Asian-style service using a butler-like employee group called the personal valets. To achieve this high level of service, the hotel has paid great attention to its human resource policies,... View Details
Keywords: Business or Company Management; Service Delivery; Employees; Accommodations Industry; Asia; North America
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Heckscher, Charles C. "Portman Hotel Co." Harvard Business School Case 489-104, February 1989. (Revised August 1989.)
  • August 2011
  • Teaching Note

Exeter Group, Inc. (TN)

By: Robert G. Eccles and Penelope Rossano
Teaching Note for 409001. View Details
Keywords: Markets; Projects; Resource Allocation; Corporate Strategy; Goals and Objectives; Performance Capacity; Service Delivery; Information Technology Industry; Consulting Industry
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Eccles, Robert G., and Penelope Rossano. "Exeter Group, Inc. (TN)." Harvard Business School Teaching Note 412-024, August 2011.
  • 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
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Buell, Ryan W. "Compass Group: The Ascension Health Decision." Harvard Business School Multimedia/Video Supplement 616-705, March 2016.
  • 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
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Gupta, Budhaditya, Robert S. Huckman, and Tarun Khanna. "Task Shifting in Surgery: Lessons from an Indian Heart Hospital." Healthcare: The Journal of Delivery Science and Innovation 3, no. 4 (December 2015): 245–250.
  • 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
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Bohmer, Richard M.J., and Lisa Shapiro Strovink. "Medscape." Harvard Business School Case 600-056, March 2000.
  • 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
  • 01 Apr 1998
  • News

Emerging Information

free delivery service and as ubiquitous as the telephone." But in 1994, "Internet" was hardly a household word in Eastern Europe, where Mueller first sought out prospective information providers - he was often greeted with the response... View Details
Keywords: Paul Michelman
  • 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
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Buell, Ryan W. "Compass Group: The Ascension Health Decision." Harvard Business School Teaching Note 616-046, March 2016. (Revised February 2020.)
  • 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
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Abernathy, William. "Max-Able Medical Clinic (A)." Harvard Business School Case 675-040, September 1974.
  • 29 Jun 2022
  • Blog Post

Harvard Business School Announces the 2022-2023 Blavatnik Fellows

consultant at Deloitte. Ilana earned a BS in nursing from the University of Pennsylvania and an MBA from HBS. Hunter Goble (MBA 2022) is the co-founder and CEO of Transcera, a biotech startup harnessing the biology of sphingolipids to enable oral View Details
  • 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
  • April 2021
  • Supplement

Buy Online, Pickup in Store: Vice President of E-Commerce Supplement

By: Antonio Moreno, Santiago Gallino and Amy Klopfenstein
In April 2019, Sylvarella VP of E-Commerce Charla Limont must review an analysis of her department’s sales data to determine the impact of the company’s Buy Online, Pickup in Store (BOPS) program. The program implementation created significant problems for the... View Details
Keywords: Operations; Service Delivery; Logistics; Infrastructure; Distribution Channels; Order Taking and Fulfillment; Analysis; Retail Industry; Apparel and Accessories Industry; United States; Canada
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Moreno, Antonio, Santiago Gallino, and Amy Klopfenstein. "Buy Online, Pickup in Store: Vice President of E-Commerce Supplement." Harvard Business School Supplement 621-106, April 2021.
  • November 2020 (Revised September 2021)
  • Case

HP Instant Ink: (Self) Disrupting the Consumer Printing Market

By: Elie Ofek, Marco Bertini, Oded Koenigsberg and George Gonzalez
Seeking to disrupt the consumer printing market (before being disrupted by others), and in response to customer pain points, in 2013 HP Inc. launched an ink replenishment service called Instant Ink, where customers pay a monthly subscription fee based on the number of... View Details
Keywords: Printing; Ink; Subscription Model; Customers; Information Infrastructure; Service Delivery; Business Model; Disruption; Growth and Development Strategy
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Ofek, Elie, Marco Bertini, Oded Koenigsberg, and George Gonzalez. "HP Instant Ink: (Self) Disrupting the Consumer Printing Market." Harvard Business School Case 521-016, November 2020. (Revised September 2021.)
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