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- 06 Feb 2018
- First Look
First Look at New Research and Ideas: February 6, 2018
organizations. In June 2017, Gary Cohen, an executive vice president of BD, and Renuka Gadde, vice president of BD’s Global Health function, were deeply engaged in a six-year PPP to bring a new low-cost labor and delivery tool called the... View Details
- 07 Aug 2007
- First Look
First Look: August 7, 2007
from imperfect local institutions in developing countries. Download the paper: http://www.hbs.edu/research/pdf/08-003.pdf Improving Patient Outcomes: The Effects of Staff Participation and Collaboration in Healthcare Delivery... View Details
Keywords: Martha Lagace
- 15 Jul 2008
- First Look
First Look: July 15, 2008
relentless execution—efficient, timely, consistent production and delivery of goods or services—is the surefire path to customer satisfaction and positive financial results. But this is a myth in the knowledge economy, argues Edmondson, a... View Details
Keywords: Martha Lagace
- 19 Nov 2013
- First Look
First Look: November 19
transparency is customarily trained on elected officials as a means of ethical oversight, our research documents the benefits of increased transparency into the delivery of government services. Download working paper:... View Details
Keywords: Sean Silverthorne
- 11 May 2010
- First Look
First Look: May 11
had implemented changes to regulated but competitive insurance and provider markets, and the United Kingdom, which had introduced market-style initiatives while keeping insurance and delivery under the National Health Service. Purchase... View Details
Keywords: Martha Lagace
- 13 Jul 2009
- Research & Ideas
Diagnosing the Public Health Care Alternative
from real reform of the health care delivery system. The "cost savings" a public plan might achieve through volume discounts due to its scale are one-time savings and not true ongoing outcome or efficiency improvements. Instead, costs are... View Details
- May 2022
- Supplement
Maestro Pizza (C): Taking the Fight Outside
By: Ramon Casadesus-Masanell and Fares Khrais
Maestro pizza opened its first store in 2013 after its founder, Khalid Al Omran, recognized an opportunity in Saudi Arabia to offer high quality pizza at affordable prices. The business grew rapidly and under the radar at first, but soon enough caught the attention of... View Details
Keywords: Competitive Strategy; Competitive Advantage; Competition; Market Entry and Exit; Emerging Markets; Business Startups; Corporate Entrepreneurship; Product Positioning; Disruption; Disruptive Innovation; Advertising; Advertising Campaigns; Social Media; Forecasting and Prediction; Crisis Management; Growth and Development Strategy; Brands and Branding; Product Development; Production; Service Delivery; Business Growth and Maturation; Financial Statements; Cost Management; Analysis; Quality; Performance Consistency; Customer Satisfaction; Profit; Family Ownership; Food and Beverage Industry; Middle East; Saudi Arabia
Casadesus-Masanell, Ramon, and Fares Khrais. "Maestro Pizza (C): Taking the Fight Outside." Harvard Business School Supplement 722-401, May 2022.
- January 2025 (Revised March 2025)
- Case
Gavi and the 'Next' Pandemic
By: Tarun Khanna and Kerry Herman
In 2025, CEO Dr. Sania Nishtar and her team consider the lessons the Global Alliance for Vaccine and Immunizations (GAVI) learned from the pandemic. GAVI successfully brought COVID-19 vaccines to large swaths of the undeveloped and under-developed world by pooling... View Details
Keywords: Developing Countries and Economies; Health Care and Treatment; Health Pandemics; Crisis Management; Success; Innovation and Invention; Service Delivery; Organizational Change and Adaptation; Strategic Planning; Pharmaceutical Industry; Africa
Khanna, Tarun, and Kerry Herman. "Gavi and the 'Next' Pandemic." Harvard Business School Case 725-351, January 2025. (Revised March 2025.)
- October 2002 (Revised April 2007)
- Case
Dell Computers (A): Field Service for Corporate Clients
By: Frances X. Frei, Amy C. Edmondson and Corey B. Hajim
Explores the highly successful PC and low-end server manufacturer's entry into the large-scale server market in the United States. A key difference of this new market is the intense service element required to support the larger hardware. Specifically, the industry... View Details
Keywords: Information Infrastructure; Customer Relationship Management; Job Cuts and Outsourcing; Service Operations; Business or Company Management; Emerging Markets; Problems and Challenges; Service Delivery; Computer Industry; United States
Frei, Frances X., Amy C. Edmondson, and Corey B. Hajim. "Dell Computers (A): Field Service for Corporate Clients." Harvard Business School Case 603-067, October 2002. (Revised April 2007.)
- 01 Mar 2004
- Lessons from the Classroom
Mission to Mars: It Really Is Rocket Science
substantially, NASA would have to place much greater emphasis on technology re-use, developing designs that were expected to fulfill multiple missions. In this respect, borrowing some ideas from business could help. For example, NASA might separate projects to design... View Details
Keywords: by Sean Silverthorne
- November 2007
- Article
A Model of Consumer Learning for Service Quality and Usage
By: Raghuram Iyengar, Asim Ansari and Sunil Gupta
In many services, e.g., the wireless service industry, consumers choose a service plan based on their expected consumption. In such situations, consumers experience two forms of uncertainty. First, consumers may be uncertain about the quality of their service provider... View Details
Keywords: Experience and Expertise; Customer Value and Value Chain; Learning; Price; Knowledge Use and Leverage; Marketing Strategy; Consumer Behavior; Service Delivery; Quality; Risk and Uncertainty; Service Industry
Iyengar, Raghuram, Asim Ansari, and Sunil Gupta. "A Model of Consumer Learning for Service Quality and Usage." Journal of Marketing Research (JMR) 44, no. 4 (November 2007): 529–544.
- 17 Jun 2002
- Research & Ideas
A Litmus Test for Entrepreneurs
geographic exclusivity he needed to offer them. On the cost front, he found that to tap cheap student labor, franchisees would have to supply delivery personnel with mopeds, because most Spanish students, unlike their American... View Details
Keywords: by Walter Kuemmerle
- October 2001 (Revised November 2002)
- Case
Herman Miller(B): Creating Innovation Streams
By: Sandra J. Sucher and Stacy McManus
In 1997, Mike Volkema faced the difficulty of attempting to revitalize a once dynamic organization. Volkema wondered how he could incorporate advances made within subsidiaries, such as Miller SQA's business model innovation, into the company as a whole while also... View Details
Keywords: Innovation and Invention; Innovation and Management; Product Design; Product Development; Product; Supply Chain Management; Business Model; Service Delivery; Customer Value and Value Chain; Manufacturing Industry; Consumer Products Industry
Sucher, Sandra J., and Stacy McManus. "Herman Miller(B): Creating Innovation Streams." Harvard Business School Case 602-024, October 2001. (Revised November 2002.)
- 07 Jan 2013
- Lessons from the Classroom
Culture Changers: Managing High-Impact Entrepreneurs
paperbacks, Penguin was able to lower the cost of good books—both reprints of classics and later new works by contemporary authors—and make them available to a wide audience. "Penguin's innovation was a delivery innovation" that... View Details
- 16 Dec 2002
- Lessons from the Classroom
Marrying Distance and Classroom Education
would be flummoxed by some of our face-to-face groups. And it's also true that some people would be very wooden in front of a video camera. There are delivery modes that might be different among the two; the basics of learning should not... View Details
Keywords: by Sean Silverthorne
- February 2022 (Revised September 2022)
- Case
Lilium: Preparing for Takeoff
By: Navid Mojir, Vincent Dessain, Mette Fuglsang Hjortshoej and Emer Moloney
Lilium is a German company focused on developing electric vertical takeoff and landing vehicles (eVTOLs) that can be used to offer air taxi services. The company went public in September 2021 through a special purpose acquisition company (SPAC) deal, raising more than... View Details
Keywords: SPACs; Business Model; Forecasting and Prediction; Green Technology; Capital Markets; Venture Capital; Initial Public Offering; Rural Scope; Urban Scope; City; Disruptive Innovation; Growth and Development Strategy; Technological Innovation; Demand and Consumers; Market Timing; Industry Growth; Infrastructure; Logistics; Product Design; Product Development; Production; Service Delivery; Service Operations; Strategic Planning; Partners and Partnerships; Risk and Uncertainty; Urban Development; Sustainable Cities; Business Strategy; Competitive Strategy; Competitive Advantage; Air Transportation; Aerospace Industry; Air Transportation Industry; Green Technology Industry; Transportation Industry; Travel Industry; Germany; Munich; Brazil; United States; Florida
Mojir, Navid, Vincent Dessain, Mette Fuglsang Hjortshoej, and Emer Moloney. "Lilium: Preparing for Takeoff." Harvard Business School Case 522-084, February 2022. (Revised September 2022.)
- 21 Oct 2014
- First Look
First Look: October 21
sustainability solutions to a range of client organizations. Megaprojects are finite-duration initiatives involving multiple diverse entities in the design and delivery of a large-scale development, such as a brand new ecologically... View Details
Keywords: Sean Silverthorne
- 02 Jun 2010
- First Look
First Look: June 2
Work Processes Embedding Robert G. Eccles and Thomas H. DavenportHarvard Business School Case 410-084 Since its inception, Cognizant Technology Solutions has placed a high priority on knowledge management because its global delivery model... View Details
Keywords: Martha Lagace
- 29 Jul 2008
- First Look
First Look: July 29, 2008
delivery around specific categories of disease. It provides an opportunity to evaluate BWH's approach to integration along all of these dimensions and to identify the nature of the tradeoffs that hospitals—specifically, academic medical... View Details
Keywords: Martha Lagace
- 28 May 2008
- First Look
First Look: May 28, 2008
titanium fabricator that recently has been plagued by poor deliveries and a lack of capacity. At the time of the case, Ti-Tech must decide which of four orders to accept, with capacity making it impossible to accept all four. Each order... View Details
Keywords: Martha Lagace