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Show Results For
- All HBS Web
(4,673)
- People (13)
- News (1,424)
- Research (2,704)
- Events (9)
- Multimedia (7)
- Faculty Publications (1,727)
- 2015
- Book
What Great Service Leaders Know and Do: Creating Breakthroughs in Service Firms
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
Heskett, James L., W. Earl Sasser, and Leonard A. Schlesinger. What Great Service Leaders Know and Do: Creating Breakthroughs in Service Firms. Oakland, CA: Berrett-Koehler Publishers, 2015.
- 12 Apr 2004
- Research & Ideas
Operations and the Competitive Edge
Obstacles facing companies in today's hyper-competitive global markets are seemingly more complex than ever, to the point that managers must rethink many of the basic principles of good operations management, says Robert Hayes. In a new... View Details
Keywords: by Martha Lagace
- February 2003 (Revised March 2003)
- Case
Large Scale Change at The WSSC
By: Amy C. Edmondson and Corey B. Hajim
Describes the organizational transformation occurring at the Washington Suburban Sanitary Commission (WSSC), a public utility. Faced with the possibility of privatization after decades of providing service in the absence of competition or performance pressures, the... View Details
Keywords: Organizational Change and Adaptation; Mission and Purpose; Change Management; Restructuring; Privatization; Resignation and Termination; Utilities Industry
Edmondson, Amy C., and Corey B. Hajim. "Large Scale Change at The WSSC." Harvard Business School Case 603-056, February 2003. (Revised March 2003.)
- June 2024
- Supplement
Pal's Sudden Service (B)
By: Gary P. Pisano, Francesca Gino and Ruth Page
Pre-Abstract: Instructors should consider the timing of making videos available to students, as they may reveal key case details.
Abstract: Pal's Sudden Service has developed a unique operating model and organizational culture in the quick service... View Details
Abstract: Pal's Sudden Service has developed a unique operating model and organizational culture in the quick service... View Details
Keywords: Growth and Development Strategy; Organizational Culture; Motivation and Incentives; Service Operations; Service Industry; Service Industry
Pisano, Gary P., Francesca Gino, and Ruth Page. "Pal's Sudden Service (B)." Harvard Business School Multimedia/Video Supplement 917-701, June 2024.
- September 2020 (Revised October 2020)
- Case
Briscola—Pizza Society: Scaling Affordable Luxury
By: Gary P. Pisano and Federica Gabrieli
Riccardo Cortese and Federico Pinna were the CEOs of Briscola—Pizza Society, a restaurant chain they had founded in 2014 with a clear ambition: create a distinctive international pizza chain that would combine a fast-casual format with the devotion to quality that... View Details
Keywords: Entrepreneurship; Growth and Development Strategy; Expansion; Geographic Location; Business Model; Ownership Type; Food and Beverage Industry; Europe; Italy
Pisano, Gary P., and Federica Gabrieli. "Briscola—Pizza Society: Scaling Affordable Luxury." Harvard Business School Case 621-031, September 2020. (Revised October 2020.)
- September 2011
- Article
The Labor Illusion: How Operational Transparency Increases Perceived Value
By: Ryan W. Buell and Michael I. Norton
A ubiquitous feature of even the fastest self-service technology transactions is the wait. Conventional wisdom and operations theory suggests that the longer people wait, the less satisfied they become; we demonstrate that due to what we term the labor illusion, when... View Details
Keywords: Internet and the Web; Perception; Valuation; Service Delivery; Consumer Behavior; Performance Effectiveness; Customer Satisfaction; Service Industry
Buell, Ryan W., and Michael I. Norton. "The Labor Illusion: How Operational Transparency Increases Perceived Value." Management Science 57, no. 9 (September 2011): 1564–1579.
- 11 Apr 2000
- Research & Ideas
Financial Services 24/7
online financial services operation that will make today's local commercial bank a historical relic. The importance of operational efficiency is particularly apparent in the... View Details
Keywords: by Susan Young
- March 1993 (Revised April 1995)
- Case
IBM After-Sales Service
IBM has established a service delivery system to provide service and maintenance parts for its installed base of computers. The case outlines the competitive pressures IBM faces from alternative providers of maintenance services (e.g. other OEMs, third-party... View Details
Keywords: Service Delivery; Service Operations; Supply Chain; Supply Chain Management; Logistics; Operations; Distribution; Customer Focus and Relationships; Competitive Strategy; Computer Industry
Hammond, Janice H. "IBM After-Sales Service." Harvard Business School Case 693-001, March 1993. (Revised April 1995.)
- 22 Oct 2007
- Research & Ideas
Bringing ‘Lean’ Principles to Service Industries
Wipro Technologies, an Indian outsource provider of software services, launches its own lean initiative. "In terms of operations and improvements, the service industries in general are a long way behind... View Details
- 2008
- Working Paper
Contracting for Servicizing
Servicizing, a novel business practice that sells product functionality rather than products, has been touted as an environmentally beneficial business practice. This paper describes how servicizing transactions mitigate some problems associated with sales... View Details
Keywords: Customer Focus and Relationships; Contracts; Market Transactions; Service Delivery; Service Operations; Sales
Toffel, Michael W. "Contracting for Servicizing." Harvard Business School Working Paper, No. 08-063, February 2008. (February 2008.)
- April 2013 (Revised November 2013)
- Case
Growing Financial Services in India: Aditya Birla Financial Services Group
By: Paul M. Healy and Rachna Tahilyani
Aditya Birla Financial Services Group is a large, broad-based, Indian financial services institution offering products ranging from life insurance and mutual funds to private equity. The company has witnessed a turnaround in recent years and regained lost market share.... View Details
Keywords: Regulatory Environment; Finance; Asset Management; Business Growth and Maturation; Transformation; Leadership Development; Leadership Style; Business Processes; Organizational Structure; Organizational Change and Adaptation; Competitive Strategy; Diversification; Segmentation; Financial Services Industry; Financial Services Industry; India
Healy, Paul M., and Rachna Tahilyani. "Growing Financial Services in India: Aditya Birla Financial Services Group." Harvard Business School Case 113-059, April 2013. (Revised November 2013.)
- June 2001 (Revised September 2005)
- Case
Madison Avenue: Digital Media Services (B)
In late 1999, Madison Avenue was experiencing phenomenal growth in sales, clients, employees, and services provided. The stress and strain on the firm's employees was considerable and threatened to jeopardize the high-quality, active-ad management for which the firm... View Details
Keywords: Organizational Change and Adaptation; Growth Management; Service Operations; Digital Marketing; Business Processes; Advertising Industry
Spear, Steven J., and Anne Karshis. "Madison Avenue: Digital Media Services (B)." Harvard Business School Case 601-021, June 2001. (Revised September 2005.)
- 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
Rayport, Jeffrey F., and Bernard J. Jaworski. Best Face Forward: Why Companies Must Improve Their Service Interfaces With Customers. Boston, MA: Harvard Business School Press, 2005.
- 07 Aug 2012
- News
Scaling Is Hard. Here's How Akamai Did It.
- 2012
- Other Unpublished Work
The Instrumental Value of Medical Leadership: Engaging Doctors in Improving Services
By: Richard Bohmer
This paper was commissioned to contribute to The King's Fund's 2012 review of leadership
and engagement. View Details
Keywords: Health Care; Service Quality; Quality; Leadership; Service Delivery; Health Care and Treatment; Health Industry
Bohmer, Richard. "The Instrumental Value of Medical Leadership: Engaging Doctors in Improving Services." King's Fund, London, England, May 2012.
- 12 Aug 2019
- Research & Ideas
How Scale Changes a Manager's Responsibilities
to operate at scale and consider whether to replace them. Here are a few tips in areas I find to be the most challenging at this stage: People When it comes to employees, there are two areas where... View Details
Keywords: by Julia Austin
- Article
Optimizing Organic Waste to Energy Operations
By: Baris Ata, Deishin Lee and Mustafa H. Tongarlak
A waste-to-energy firm that recycles organic waste with energy recovery performs two environmentally beneficial functions: it diverts waste from landfill and it produces renewable energy. At the same time, the waste-to-energy firm serves and collects revenue from two... View Details
Keywords: Business Ventures; Energy Generation; Renewable Energy; Revenue; Customers; Strategy; Corporate Governance; Wastes and Waste Processing; Environmental Sustainability; Governing Rules, Regulations, and Reforms; Cost Management; Urban Scope
Ata, Baris, Deishin Lee, and Mustafa H. Tongarlak. "Optimizing Organic Waste to Energy Operations." Manufacturing & Service Operations Management 14, no. 2 (Spring 2012): 231–244.
- 2006
- Book
Service Productivity Management: Improving Service Performance Using Data Envelopment Analysis
By: H. David Sherman and Joe Zhu
Here is an in-depth guide to the most powerful available benchmarking technique for improving service organization performance—Data Envelopment Analysis (DEA). The book outlines DEA as a benchmarking technique, identifies high cost service units, isolates specific... View Details
Sherman, H. David, and Joe Zhu. Service Productivity Management: Improving Service Performance Using Data Envelopment Analysis. Boston, MA: Springer, 2006.
- October 2020
- Article
The Supply Chain Economy: A New Industry Categorization for Understanding Innovation in Services
By: Mercedes Delgado and Karen G. Mills
An active debate has centered on the importance of manufacturing for driving innovation in the U.S. economy. This paper offers an alternative framework that focuses on the role of suppliers of goods and services (the “supply chain economy”) in national performance. We... View Details
Keywords: Supply Chain Industries; Business-to-consumer Industries; Services; Innovation; Economy; Framework; Supply Chain; Service Operations; Innovation and Invention; Economic Growth; United States
Delgado, Mercedes, and Karen G. Mills. "The Supply Chain Economy: A New Industry Categorization for Understanding Innovation in Services." Research Policy 49, no. 8 (October 2020).
- 2015
- Working Paper
Service Quality, Inventory and Competition: An Empirical Analysis of Mobile Money Agents in Africa
By: Karthik Balasubramanian and David F. Drake
The use of electronic money transfer through cellular networks ("mobile money") is rapidly increasing in the developing world. The resulting electronic currency ecosystem could improve the lives of the estimated 2 billion people who live on less than $2 a day by... View Details
Keywords: Operations Strategy; Base Of The Pyramid; Mobile Money; Inventory Management; Competition; Currency; Service Operations; Mobile and Wireless Technology
Balasubramanian, Karthik, and David F. Drake. "Service Quality, Inventory and Competition: An Empirical Analysis of Mobile Money Agents in Africa." Harvard Business School Working Paper, No. 15-059, January 2015. (Revised October 2015.)