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  • All HBS Web  (4,558)
    • People  (31)
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  • All HBS Web  (4,558)
    • People  (31)
    • News  (1,898)
    • Research  (2,288)
    • Events  (1)
    • Multimedia  (5)
  • Faculty Publications  (1,507)
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  • 12 Sep 2023
  • Cold Call Podcast

Can Remote Surgeries Digitally Transform Operating Rooms?

Keywords: Health
  • 2019
  • Chapter

Teams and Team Effectiveness in Health Services Organizations

By: Bruce J. Fried and Amy C. Edmondson
Book Abstract: Completely updated to address the challenges faced by modern health care organizations, this edition of Shortell and Kaluzny's Health Care Management: Organization Design and Behavior offers a more global perspective on how the United States and... View Details
Keywords: Groups and Teams; Performance Effectiveness; Health; Health Industry
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Fried, Bruce J., and Amy C. Edmondson. "Teams and Team Effectiveness in Health Services Organizations." Chap. 5 in Shortell & Kaluzny's Health Care Management: Organization Design and Behavior. 7th ed., edited by Lawton Robert Burns, Elizabeth H. Bradley, and Bryan Jeffrey Weiner, 98–131. Boston, MA: Cengage Learning, 2019.
  • April 2025
  • Teaching Note

Tabby: Winning Customers' Digital Wallets

By: Eva Ascarza
Teaching Note for HBS Case No. 524-056. Tabby, a Saudi-based fintech founded in 2019, rapidly became one of the MENA region’s first unicorns by offering buy-now-pay-later (BNPL) services with a unique twist: instead of charging end consumers, it partnered with... View Details
Keywords: Fintech; Business Startups; Marketing; Entrepreneurship; Growth and Development Strategy; Business Strategy; Business Model; Competitive Strategy; Financial Services Industry; Middle East; Saudi Arabia; United Arab Emirates
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Ascarza, Eva. "Tabby: Winning Customers' Digital Wallets." Harvard Business School Teaching Note 525-057, April 2025.
  • March 2022
  • Teaching Note

Digital Manufacturing at Amgen

By: Shane Greenstein, Kyle R. Myers and Sarah Mehta
This teaching note provides guidance for instructors teaching “Digital Manufacturing at Amgen,” case no. 621-008. View Details
Keywords: Change; Change Management; Decision Making; Cost vs Benefits; Decisions; Information Technology; Analytics and Data Science; Innovation and Invention; Innovation and Management; Innovation Leadership; Innovation Strategy; Technological Innovation; Jobs and Positions; Knowledge; Leadership; Organizational Culture; Science; Strategy; Technology Adoption; Biotechnology Industry; Pharmaceutical Industry; United States; California; Puerto Rico; Rhode Island
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Greenstein, Shane, Kyle R. Myers, and Sarah Mehta. "Digital Manufacturing at Amgen." Harvard Business School Teaching Note 622-013, March 2022.
  • 01 Dec 2010
  • News

Three Recognized for Service

Three members of the MBA Class of 1975 received special recognition during their 35th Reunion in the fall. Dean Nitin Nohria thanked Edward (“Jed”) Bullard, Leo Corbett, and Hans Stumm for their years of volunteer service and presented... View Details
Keywords: awards
  • December 2005 (Revised October 2006)
  • Case

Pharmacy Service Improvement at CVS (A)

CVS's retail pharmacy operations are functioning poorly and dissatisfying customers. Many customers are defecting as a result. A pharmacy service improvement team has documented the current prescription fulfillment process, its exception rates, and the problems... View Details
Keywords: Information Technology; Performance Improvement; Business Processes; Retail Industry; Pharmaceutical Industry; United States
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McAfee, Andrew P. "Pharmacy Service Improvement at CVS (A)." Harvard Business School Case 606-015, December 2005. (Revised October 2006.)
  • 25 Apr 2014
  • News

A model of service

a year on a modest budget of $100,000. She continues to volunteer at All Souls, and still manages the schools' component of the program. "My biggest accomplishment is getting younger people to understand that service should always be an... View Details
  • October 2022 (Revised January 2023)
  • Case

Century Bank: Closing Time?

By: Lauren Cohen, Grace Headinger and Bill Kwon
Barry Sloane, second-generation Chairman, President, and CEO of his family’s bank, Century Bank, weighed whether to sell to Eastern Bank. As a small regional bank, Century faced a number of challenging trends, such as digitization and market share decline in the coming... View Details
Keywords: Family Office; Business Exit; Banking; Family; Massachusetts; Boston; United States; Acquisition; Business Exit or Shutdown; Family Business; Family and Family Relationships; Interpersonal Communication; Decision Making; Finance; Banks and Banking; Risk and Uncertainty; Emotions; Banking Industry; Boston; Massachusetts; United States
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Cohen, Lauren, Grace Headinger, and Bill Kwon. "Century Bank: Closing Time?" Harvard Business School Case 223-040, October 2022. (Revised January 2023.)
  • January 2014 (Revised March 2015)
  • Case

Google Car

By: Karim R. Lakhani, James Weber and Christine Snively
By 2013, Google, while not a traditional manufacturer of automobiles, had invested millions of dollars in its self-driving cars which had logged over 500,000 miles of testing. The Google management team faced several questions. Should Google continue to invest in the... View Details
Keywords: Digital Services; Innovation; Technology; Technological Innovation; Internet and the Web; Market Entry and Exit; Transportation; Auto Industry; United States
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Lakhani, Karim R., James Weber, and Christine Snively. "Google Car." Harvard Business School Case 614-022, January 2014. (Revised March 2015.)
  • 01 Sep 2005
  • News

Service Leadership Fellows Named

Eight members of the Class of 2005 left Soldiers Field last spring with one-year fellowships coordinated by the HBS Service Leadership Fellows Program. The program encourages graduating students to gain experience in nonprofit and... View Details
Keywords: Educational Services; Educational Services
  • 30 Sep 2015
  • News

The Power of Service

While studying at HBS, Jennifer Eplett Reilly (MBA 1990) was also working on the opening chapter of a remarkable social enterprise success story. “Our idea was to call upon diverse young people to give a year of service addressing the... View Details
  • 26 Sep 2023
  • Book

Digital Strategy: A Handbook for Managing a Moving Target

knowledge that is in turn capable of explaining the new digital realities by leveraging existing strategy theories and tools and cultivating new ones. As such, our endeavor turns into a wonderful opportunity to encapsulate in one... View Details
Keywords: by Dina Gerdeman; Information Technology; Technology
  • Web

Courses by Faculty Unit - Course Catalog

Elective Curriculum: Course Descriptions Last Updated: 03 Jul 2025 By Unit View by Unit | View by Course Title | View by Faculty | Print View Accounting & Management Course Title Faculty Name Term Quarter... View Details
  • 31 Aug 2020
  • Research & Ideas

State and Local Governments Peer Into the Pandemic Abyss

can explain over 660,000 of the state and local government jobs lost in April, about two-thirds of the total observed declines.” In their research, Green, an assistant professor in the Finance Unit at... View Details
Keywords: by Kristen Senz
  • 2021
  • Working Paper

Digital Labor Market Inequality and the Decline of IT Exceptionalism

By: Ruiqing Cao and Shane Greenstein
Several decades of expansion in digital communications, web commerce, and online distribution have altered regional IT labor market returns in the United States. IT occupations experienced similar wage growth as STEM occupations involving IT-related work activities,... View Details
Keywords: Information Technology; Labor; Wages; Equality and Inequality
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Cao, Ruiqing, and Shane Greenstein. "Digital Labor Market Inequality and the Decline of IT Exceptionalism." Harvard Business School Working Paper, No. 21-019, August 2020. (Revised January 2021. NBER Working Paper Series, No. 21-015, August 2020)
  • April 1975 (Revised May 1993)
  • Case

New Hampshire-Vermont Hospitalization Service

By: Regina E. Herzlinger
Keywords: Health Industry; New Hampshire; Vermont
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Herzlinger, Regina E. "New Hampshire-Vermont Hospitalization Service." Harvard Business School Case 175-243, April 1975. (Revised May 1993.)
  • 11 Dec 2014
  • News

Revolutionizing digital medical records

A two-time entrepreneur at 79 years old, Merle Bushkin (MBA 1960) created MedKaz, a unique system that encapsulates a lifetime of medical data on a keychain device. It gives patients control over their complete medical record from all their providers, and enables any... View Details
  • January 2000 (Revised October 2002)
  • Case

Cambridge Hospital Community Health Network - The Primary Care Unit

By: V.G. Narayanan, Lisa Brem and Ryan Moore
The Cambridge Hospital Community Health Network needed to gain a better understanding of its unit-of-service costs, which had been rising at a rate of 10% per year. The network's step-down costing system gave only aggregate costing information, and there was some... View Details
Keywords: Activity Based Costing and Management; Health Care and Treatment; Cost Accounting; Cost; Network Effects; Service Industry; Service Industry; Massachusetts
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Narayanan, V.G., Lisa Brem, and Ryan Moore. "Cambridge Hospital Community Health Network - The Primary Care Unit." Harvard Business School Case 100-054, January 2000. (Revised October 2002.)
  • November 1989 (Revised February 1992)
  • Case

Ford Motor Co.: Dealer Sales and Service

By: Leonard A. Schlesinger
Since Henry Ford founded Ford Motor Co., Ford vehicles have been sold and serviced the same way. By the late 1980s Ford began to consider making changes in its sales and service process. Two developments forced Ford to reconsider these processes. First, Ford found... View Details
Keywords: Organizational Change and Adaptation; Change Management; Distribution Channels; Customer Focus and Relationships; Service Industry; Service Industry; Service Industry; United States
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Schlesinger, Leonard A. "Ford Motor Co.: Dealer Sales and Service." Harvard Business School Case 690-030, November 1989. (Revised February 1992.)
  • Article

Market Heterogeneity and Local Capacity Decisions in Services

By: Dennis Campbell and Frances X. Frei
We empirically document factors that influence how local operating managers use discretion to balance the tradeoff between service capacity costs and customer sensitivity to service time. Our findings, using data from one of the largest financial services providers in... View Details
Keywords: Customer Satisfaction; Cost; Standards; Service Delivery; Service Operations; Performance Capacity; Performance Productivity; Financial Services Industry; United States
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Campbell, Dennis, and Frances X. Frei. "Market Heterogeneity and Local Capacity Decisions in Services." Manufacturing & Service Operations Management 13, no. 1 (Winter 2011): 2–19. (Lead Article.)
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