Publications

April 2005 (Revised August 2012)
Supplement

MedCath Corporation (B)

By: Regina E. Herzlinger and Louisa Neissa

Supplements the (A) case. A rewritten version of an earlier case. View Details

Keywords: Medical Specialties; Market Entry and Exit; Service Delivery; Conflict and Resolution; Horizontal Integration; Medical Devices and Supplies Industry

November 2020 (Revised May 2023)
Case

Holaluz: Taking on the Spanish Energy Market

By: Elie Ofek, Marco Bertini, Oded Koenigsberg, Elena Corsi and Emer Moloney

In 2020, the three cofounders of Holaluz, a newcomer to Spain’s electricity retail market, are preparing to launch a new offering: installing and managing solar panels on households' roofs at no extra cost for the consumer, who would still benefit from the energy... View Details

Keywords: Electricity; Solar Power; Subscription Business; Renewable Energy; Entrepreneurship; Service Delivery; Business Model; Product Launch; Marketing; Energy Industry; Spain

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

23 Mar 2003
Research & Ideas

AIDS in Africa—What’s the Solution?

teachers to talk about AIDS prevention, the government can use a built-in educational infrastructure. Ngozi Edozien Ngozi Edozien, vice president of PPG Planning and Business Development for Pfizer, said the lack of a delivery... View Details

Keywords: by Julie Jette

01 Sep 2017
News

Read All About It: Journalism Can Be Profitable

search? And why aren’t publishers collaborating now to create lavish new forms of online display advertising? —Graham Lovelace (AMP 157, 1999) I don’t think newspapers realized that their product wasn’t just about news. Newspapers back then were a View Details

Keywords: April White; New York Times; newspapers; Google; Wirecutter; social media; Facebook; News, Library, Internet, and Other Services; Information

May 2008 (Revised September 2014)
Teaching Note

TD Canada Trust (A), (B), and (C)

By: Dennis Campbell

Keywords: Performance Evaluation; Banks and Banking; Mergers and Acquisitions; Customer Focus and Relationships; Profit; Balanced Scorecard; Service Delivery; Announcements; Compensation and Benefits; Canada

22 May 2020
In Practice

Post-COVID Health Care: More Screens, Less Red Tape?

of (systemic) invention. The opportunity, therefore, is to start reinventing the future health care delivery system that will sustainably deliver prevention and sick care in a post-COVID world. Amy C. Edmondson (@AmyCEdmondson) is the... View Details

Keywords: by Danielle Kost

14 Jul 2021
News

The First Five Years: Nicolas Manes (MBA 2020)

did you and your company address the challenges that came with the pandemic? “Honestly, right now our biggest problem is keeping up with demand. We hired the head of product of the largest delivery app in Latin America to help us continue... View Details

22 Feb 2016
Research & Ideas

The ‘Mother of Fair Trade’ was an Unabashed Price Protectionist

“She also offered medical advice, delivery services, and prescription compounding—services not offered by department stores,” writes Sawyer. “Gleason also cultivated a reputation for providing indigent community members with medical... View Details

Keywords: by Dina Gerdeman; Retail; Health; Legal Services

04 May 2010
First Look

First Look: May 4

opportunities for providers; and contribute to a more efficient, convenient healthcare delivery system. While the platform could benefit insurers, providers, employers, and patients alike, the company has only marketed to a few health... View Details

Keywords: Martha Lagace

26 Jan 2004
Research & Ideas

What Developing-World Companies Teach Us About Innovation

trucks with global positioning satellite (GPS) locators, allowing dispatchers to arrange deliveries within a twenty-minute window, versus the three hours CEMEX's competitors require. This system—which did not emerge from a central R&D... View Details

Keywords: by Donald N. Sull, Alejandro Ruelas-Gossi & Martin Escobari

31 Jan 2005
Research & Ideas

Rethinking Marketing’s Conventional Wisdom

approach and delivery to better fit with other individuals or situations; similarly, there's untapped potential in being able to establish electronic connections with consumers in ways that are not necessarily based on having a huge... View Details

Keywords: by Garry Emmons; Service

22 Feb 2019
News

Empowering a New Generation of Business Leaders

Enterprise magazine. “Then we had a very lively discussion about the current state of the media industry in general and its future, as more non-TV delivery methods—like streaming to your phone—take over. Professor McGee and Cèsar Conde... View Details

Keywords: Margie Kelley; Arts, Entertainment

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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Read Now

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

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

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

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

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