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  • All HBS Web  (1,759)
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    • News  (263)
    • Research  (1,205)
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  • All HBS Web  (1,759)
    • People  (1)
    • News  (263)
    • Research  (1,205)
    • Events  (4)
    • Multimedia  (22)
  • Faculty Publications  (935)
← Page 65 of 1,759 Results →
  • 01 Jun 2017
  • News

Streamlining the Supermarket

shopping every year, Pedró adds. Orders placed online will be ready for curbside pickup in 30 minutes (home delivery will be available for a low fee). TakeOff also plans to partner with grocery stores, so that customers can shop for items... View Details
Keywords: Francis Storrs
  • 25 Sep 2017
  • Blog Post

Michael Schrader (MBA 2012) on Finding Entrepreneurial Success with HBS Resources

the delivery system easier and more efficient. The vaccine is on a small patch "like a little piece of Velcro," says Schrader, which delivers the vaccine into the skin using microneedles, instead of using the traditional needle... View Details
  • September 2002 (Revised October 2002)
  • Case

Oklahoma VISION Project

By: Lynda M. Applegate and Susan Saltrick
Describes the two-year-old pilot phase of a public/private initiative in Oklahoma called the Virtual Internet School in Oklahoma Network (VISION) project. VISION was a first-of-its-kind, standards-based, vendor-neutral technology infrastructure developed to enable... View Details
Keywords: Measurement and Metrics; Internet and the Web; Performance Evaluation; Technological Innovation; Partners and Partnerships; Service Delivery; Innovation and Management; Entrepreneurship; Education; Information Technology Industry; Education Industry; Oklahoma; Western United States
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Applegate, Lynda M., and Susan Saltrick. "Oklahoma VISION Project." Harvard Business School Case 803-015, September 2002. (Revised October 2002.)
  • March 2000 (Revised November 2001)
  • Case

Rosenbluth International and Biztravel.com

Rosenbluth, the third largest U.S. travel agency, uses the Internet to serve new customers with a high-service strategy. Rosenbluth acquires Biztravel.com and integrates the customer support and logistics aspects of service delivery. View Details
Keywords: Horizontal Integration; Internet and the Web; Service Delivery; Acquisition; Travel Industry; United States
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Hallowell, Roger H. "Rosenbluth International and Biztravel.com." Harvard Business School Case 800-356, March 2000. (Revised November 2001.)
  • December 1980 (Revised June 2006)
  • Case

University Health Services: Walk-In Clinic

The walk-in clinic for general outpatient care at a major university experiences complaints about excessive waiting times. The system is changed to provide for initial screening of arriving patients in order to route them to appropriate health care providers. The... View Details
Keywords: Organizational Change and Adaptation; Service Delivery; Health Care and Treatment; Performance Evaluation; Health Industry
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Maister, David H., Shauana Doyle, and Rocco Pigneri. "University Health Services: Walk-In Clinic." Harvard Business School Case 681-061, December 1980. (Revised June 2006.)
  • 16 Jul 2016
  • News

Angie’s List Introduces 'Freemium' Model

Angie’s List CEO Scott Durchslag (MBA 1991) has made many changes to the venerable home-service review website since taking the helm in September 2015, including the creation of a new technology platform for the site. He announced the biggest shift to date last week:... View Details
Keywords: News, Library, Internet, and Other Services; Information
  • March 2022
  • Teaching Note

The Robin Hood Army (A) and (B)

By: Susanna Gallani and Brian Trelstad
Teaching Note for HBS Case Nos. 119-007 and 120-017. View Details
Keywords: Accounting; Expansion; Organizational Culture; Organizational Change and Adaptation; Service Delivery; Social Entrepreneurship; Mission and Purpose; India; Pakistan
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Gallani, Susanna, and Brian Trelstad. "The Robin Hood Army (A) and (B)." Harvard Business School Teaching Note 122-094, March 2022.
  • November 2010 (Revised January 2011)
  • Case

The Tzu Chi Foundation's China Relief Mission

By: Herman B. Leonard and YiKwan Chu
Tzu Chi is one of the largest charities in Taiwan, and one of the swiftest and most effective relief organizations internationally. Rooted in the value of compassion, the organization has many unusual operating features -- including having no long term plan. This case... View Details
Keywords: Leadership; Crisis Management; Service Delivery; Mission and Purpose; Religion; Natural Disasters; Nonprofit Organizations; Welfare; China; Taiwan
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Leonard, Herman B., and YiKwan Chu. "The Tzu Chi Foundation's China Relief Mission." Harvard Business School Case 311-015, November 2010. (Revised January 2011.)
  • April 2001
  • Teaching Note

Marshall Industries TN

By: Jeffrey F. Rayport, Elliot N. Maltz and William A. Sahlman
Teaching Note for (9-899-239). For book only - not listed on case. View Details
Keywords: Internet and the Web; Transformation; Service Delivery; Technological Innovation; Compensation and Benefits; Distribution Industry
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Rayport, Jeffrey F., Elliot N. Maltz, and William A. Sahlman. "Marshall Industries TN." Harvard Business School Teaching Note 901-038, April 2001.
  • 25 Jun 2014
  • News

Giving millions of students a new path to learning

possible, whether they’re in a classroom or not, but also to empower teachers so that the focal point of the classroom is no longer information delivery and instead it can be used for higher-order things—for conversations, for case... View Details
  • 26 Jun 2000
  • Research & Ideas

Presentation Round-Up

creation, production, delivery and use of the Web, as well as toward a service delivery infrastructure. Panelist Katie Burke (HBS MBA '95) noted Web-based e-mail as a good example of how and why software is... View Details
Keywords: by Martha Lagace & Kenneth Liss; Technology; Communications; Telecommunications
  • 01 Sep 2011
  • News

Water for Life

development, we strongly believe that the delivery of water and sanitation services to the city of Manila significantly affects the quality of life of the public, especially those in marginalized communities. This opportunity to have a... View Details
Keywords: Waste Management and Remediation Services; Corporate Services; Water, Sewage and Supply Systems; Utilities
  • Web

Courses by Faculty Unit - Course Catalog

Operations Management) Suraj Srinivasan Spring 2026 Q4 1.5 Strategy Execution Robert Simons Spring 2026 Q4 1.5 Systems for Scaling Ventures (SSV) (also listed under Entrepreneurial Management) Tatiana Sandino Spring 2026 Q3Q4 3.0 Transforming Health Care View Details
  • 08 Aug 2023
  • Research & Ideas

The Rise of Employee Analytics: Productivity Dream or Micromanagement Nightmare?

organizations is also driving the trend, generating “digital trace data”—records of employee behavior captured on devices central to performing jobs everywhere, from the office to the factory floor to the job or delivery site. Spurred by... View Details
Keywords: by Ben Rand
  • Article

Fighting Bias on the Front Lines

By: Alexandra C. Feldberg and Tami Kim
Most companies aim for exceptional customer service, but too few are attentive to the subtle discrimination by frontline employees that can alienate customers, lead to lawsuits, or even cause lasting brand damage by going viral.
This article presents research... View Details
Keywords: Customer Service; Customer Focus and Relationships; Service Delivery; Diversity; Prejudice and Bias; Organizational Change and Adaptation
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Feldberg, Alexandra C., and Tami Kim. "Fighting Bias on the Front Lines." Harvard Business Review 99, no. 6 (November–December 2021): 90–98.
  • March 2018 (Revised March 2019)
  • Technical Note

Control or Flexibility? Structured Empowerment Offers Both — Lessons from Retail & Service Chains

By: Tatiana Sandino
This note explains how several retail and service organizations use a practice described here as “structured empowerment” to balance control and flexibility as they grow. I define structured empowerment as a practice that grants employees both (a) the power to make... View Details
Keywords: Service Operations; Standards; Employees; Service Delivery; Decision Making; Power and Influence; Retail Industry; Service Industry
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Sandino, Tatiana. "Control or Flexibility? Structured Empowerment Offers Both — Lessons from Retail & Service Chains." Harvard Business School Technical Note 118-082, March 2018. (Revised March 2019.)
  • December 2010
  • Supplement

Rackspace Hosting (2000)

By: W. Earl Sasser, James L. Heskett and Tom Ryder
The leadership team of Rackspace, faced with accommodation of its service offering and dwindling financial reserves, decides to make customer focus the rallying cry of its new strategy. View Details
Keywords: Customer Focus and Relationships; Planning; Organizational Change and Adaptation; Service Delivery; Strategy; Finance; Information Technology Industry
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Sasser, W. Earl, James L. Heskett, and Tom Ryder. "Rackspace Hosting (2000)." Harvard Business School Video Supplement 811-701, December 2010.
  • August 2009
  • Case

Intuit

By: Frank V. Cespedes
This case study provides an overview of Intuit's growth and, in particular, the sales and service initiatives that historically fueled the company's growth from start-up to a corporation. It also outlines certain processes and cultural values, as well as specific... View Details
Keywords: Entrepreneurship; Product; Service Delivery; Business Processes; Organizational Culture; Sales; Business Strategy
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Cespedes, Frank V. "Intuit." Harvard Business School Case 810-018, August 2009.
  • May 2007 (Revised September 2007)
  • Case

Cleveland Clinic

By: Frances X. Frei, Amy C. Edmondson, Christine van Keuren and Eliot Sherman
Cleveland Clinic is consistently ranked among the nation's most eminent hospitals, and for decades has been a leader in pioneering cardiac care. This case evaluates the methods, processes, and personnel that the hospital has cultivated over the years in order to... View Details
Keywords: Health Care and Treatment; Medical Specialties; Innovation and Invention; Service Delivery; Expansion; Health Industry; Cleveland
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Frei, Frances X., Amy C. Edmondson, Christine van Keuren, and Eliot Sherman. "Cleveland Clinic." Harvard Business School Case 607-143, May 2007. (Revised September 2007.)
  • 19 Feb 2019
  • First Look

New Research and Ideas, February 19, 2019

https://www.hbs.edu/faculty/Pages/item.aspx?num=55632 forthcoming Organizational Behavior and Human Decision Processes Active Choice, Implicit Defaults, and the Incentive to Choose By: Beshears, John, James J. Choi, David Laibson, and Brigitte C. Madrian Abstract—... View Details
Keywords: Sean Silverthorne
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