Publications

May 2010
Teaching Note

The Center for Creative Leadership (TN)

By: Srikant M. Datar and David A. Garvin

Teaching Note for [308013]. View Details

Keywords: Creativity; Leadership Development; Problems and Challenges; Organizations; Research; Programs; Design; Service Delivery; Business Education

01 Dec 1998
News

HBS Alumni Association Board of Directors: President's Report

and delivery of specific programs via two forums-reunions and Global Alumni Conferences. The group's longer-term mandate is to determine how and when to deliver these programs to the largest audience in the most efficient manner. HBS... View Details

25 Mar 2001
Research & Ideas

Who Wants to Be an Entrepreneur? [Part II]

more than sufficient gains in sales to satisfy investors. The delivery routes proved a blessing in disguise, given still-tight real estate and labor markets, and more of the growth planned for 2001 focused on adding routes than on opening... View Details

Keywords: by John S. Rosenberg

14 Dec 2011
Research & Ideas

The New Measures for Improving Nonprofit Performance

has led to greater focus and the ability to construct meaningful performance objectives and standards across the agency. Roca has been using performance-tracking and client profile data to ensure optimal service delivery and optimal... View Details

Keywords: by Julia Hanna

19 Apr 2004
Research & Ideas

Ground-Floor Opportunities for Retail in India

the customer." Jain said competition in India includes delivery services that bring items as inexpensive as a Diet Coke to a customer's door in five minutes. "How do you work against that?" Noticing that there were few... View Details

Keywords: by Julia Hanna; Consumer Products; Retail

01 Dec 2020
News

AI Enhances Diagnostic Care

improved health care delivery and discovery. Digital Transformation of Health Care See more from the online-only December Alumni Bulletin Impact section’s exploration of how the digital revolution has improved health care discovery and... View Details

Keywords: Jennifer Gillespie

August 1992
Case

Otis Pacific Asia Operations (A): National Challenges

By: Michael Y. Yoshino

Describes the elevator market and Otis's competitive position in four markets: Hong Kong, Malaysia, India, and Japan. The student is asked to evaluate the strategic and competitive challenges in each market, especially in light of strong Japanese competition across the... View Details

Keywords: Marketing Strategy; Network Effects; Problems and Challenges; Global Strategy; Goals and Objectives; Service Delivery; Competitive Advantage; Competition; Technology Industry; Manufacturing Industry; India; Japan; Malaysia; Hong Kong

01 Apr 2015
Research & Ideas

The Slow, Steady Battle to Fix Cancer Care

Developed in 2006, the Value-Based Health Care Delivery strategy includes a seven-part agenda to restructure health care. Part one calls for creating "integrated practice units," each organized around a particular medical... View Details

Keywords: by Carmen Nobel; Health

13 Dec 2006
Research & Ideas

Improving Public Health for the Poor

open competition. If it makes economic sense to deliver healthcare to someone who's poor, then people will compete to do that. If it's commercially viable, you actually address what today under the definition of healthcare as a public good consumes the lion's share of... View Details

Keywords: by Martha Lagace; Health

02 Mar 2015
Research & Ideas

Retail Reaches a Tipping Point—Which Stores Will Survive?

improved significantly in respect to speed, convenience, and cost. For example, I get Sunday delivery of Amazon through the post office as part of my Prime membership while Amazon, Instacart, and Google Express are currently experimenting... View Details

Keywords: by Sean Silverthorne; Retail

February 2025
Article

Improving Customer Compatibility with Tradeoff Transparency

By: Ryan W. Buell and MoonSoo Choi

Through a large-scale field experiment with 393,036 customers considering opening a credit card account with a nationwide retail bank, we investigate how providing transparency into an offering’s tradeoffs affects subsequent rates of customer acquisition and long-run... View Details

Keywords: Transparency; Customer Selection; Customer Compatibility; Retention; Service Operations; Service Delivery; Marketing Strategy; Marketing Communications; Customer Focus and Relationships; Customer Satisfaction; Banking Industry; Australia

Find at Harvard

August 2021
Teaching Note

Fair Park Covid-19 Mass Vaccination Site (A) and (B)

By: Willy Shih

Teaching Note for HBS Case Nos. 622-003 and 622-004. View Details

Keywords: Operations Improvement; Operations And Processes; Toyota Production System; Operations; Service Operations; Health Pandemics; Service Delivery; Problems and Challenges; Goals and Objectives; Measurement and Metrics; Health Industry; United States

February 2015
Supplement

MedCath Corporation (C)

By: Regina E. Herzlinger, Kevin Schulman and F. Fallon Upke

MedCath is a horizontally integrated chain of heart hospitals that partners with local cardiologists. It claims that its focus leads to better and cheaper results than those of an everything-for-everybody general hospital. Community hospitals generally vehemently... View Details

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

December 2012
Case

Delwarca Software Remote Support Unit

By: Roy D. Shapiro and Paul E. Morrison

Delwarca Software provides business software to large corporate clients around the world. The firm serves customers who prefer to assemble corporate solutions using a combination of software programs from various suppliers rather than implementing a single enterprise... View Details

Keywords: Service Operations; Service Delivery; Mathematical Methods; Applications and Software; Problems and Challenges; Customer Satisfaction; Information Technology Industry

September 2002 (Revised January 2013)
Case

MedCath Corporation (A)

By: Regina E. Herzlinger and Pete Stavros

MedCath is a horizontally integrated chain of heart hospitals that partners with local cardiologists. It claims that its focus leads to better and cheaper results than those of an everything-for-everybody general hospital. Community hospitals generally vehemently... View Details

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

December 2014 (Revised October 2015)
Case

Iz-Lynn Chan at Far East Organization (Abridged)

By: Linda A. Hill, Anthony J. Mayo and Dana M. Teppert

This case describes how to champion and implement organizational change from the middle by recounting the experiences of Iz-Lynn Chan at Far East Organization. View Details

July 2010 (Revised March 2013)
Case

Heidrick & Struggles and Standard Chartered Bank: Managing Global Key Accounts

By: Robert G. Eccles and Kerry Herman

Daren Kemp, a partner at leadership consultancy and executive search firm Heidrick & Struggles, is responsible for the firm's relationship with Standard Chartered Bank (Standard Chartered). Standard Chartered is one of 94 companies in Heidrick's strategic partners... View Details

Keywords: Customer Relationship Management; Service Delivery; Partners and Partnerships; Business Strategy; Consulting Industry; Employment Industry

August 2024
Case

Pioneering Pain Management: CWC Alliance Combats the Opioid Epidemic

By: Susanna Gallani, Karen L. Sedatole and Sarah Mehta

Set in March 2024, this case is about CWC Alliance (CWC), a nonprofit working to prevent opioid addiction in the U.S. Founder Cammie Wolf Rice launched CWC in 2018 after her son, Christopher Wolf, died of a heroin overdose. Wolf’s dependence on opioids stemmed from a... View Details

Keywords: Health Care and Treatment; Innovation and Invention; Jobs and Positions; Nonprofit Organizations; Expansion; Growth and Development Strategy; Service Delivery; Mission and Purpose; Health Industry; United States; Georgia (state, US); Atlanta