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Show Results For
- All HBS Web
(6,271)
- People (30)
- News (1,619)
- Research (3,682)
- Events (7)
- Multimedia (9)
- Faculty Publications (2,548)
- March 1988 (Revised September 1993)
- Case
United Services Automobile Association (USAA)
Under the leadership of Robert F. McDermott, USAA has been transformed from a property and casualty insurance company with $200 million in assets in the late 1960s to a $11 billion financial services empire in 1988. The case illustrates the value of having a CEO drive... View Details
Keywords: Business or Company Management; Leadership; Information Technology; Financial Services Industry; Financial Services Industry; United States
Vitale, Michael R. "United Services Automobile Association (USAA)." Harvard Business School Case 188-102, March 1988. (Revised September 1993.)
- October 2000 (Revised March 2001)
- Case
eLance.com: Building a Professional Services Marketplace
By: Lynda M. Applegate and Kristin Kohler
Launched as an eBay for services, eLance promises to leverage the capabilities of the Internet to not only change the way services are bought and sold, but change the fundamental dynamics of the global economy. Building on theories posited in the HBR article by Tim... View Details
Keywords: Entrepreneurship; Technological Innovation; Job Search; Business or Company Management; Growth and Development Strategy; Business Strategy; Competitive Strategy; Web Sites; Service Industry; Service Industry
Applegate, Lynda M., and Kristin Kohler. "eLance.com: Building a Professional Services Marketplace." Harvard Business School Case 801-224, October 2000. (Revised March 2001.)
- 03 Feb 2016
- Research & Ideas
The State of Customer Service Leadership
seminar venues in France; and the Vanguard Group, which specializes in investment management in the United States. Breakthrough service providers are changing the rules of the game for entire industries... View Details
- May 2002
- Case
Mellon Investor Services
By: Thomas J. DeLong
James Aramanda, head of Mellon Investor Services, must decide how to change the focus of his business. He works with consultants to create a change strategy to enhance a business that is already doing well. Will he be able to interest his professionals in changing the... View Details
Keywords: Organizational Change and Adaptation; Change Management; Innovation Leadership; Growth and Development Strategy; Business Strategy; Management Teams; Financial Services Industry; Financial Services Industry; United States
DeLong, Thomas J. "Mellon Investor Services." Harvard Business School Case 402-036, May 2002.
- August 1998 (Revised December 1998)
- Case
Wells Fargo Online Financial Services (B)
By: Robert S. Kaplan and Nicole Tempest
Describes how the Balanced Scorecard built by the Online Financial Services (OFS) group is used to select the highest-priority initiatives for the organization. Currently, initiatives arise continually throughout the organization, and management spends considerable... View Details
Keywords: Balanced Scorecard; Internet and the Web; Corporate Entrepreneurship; Corporate Strategy; Performance Evaluation; Finance; Change; Situation or Environment; Measurement and Metrics; Financial Services Industry; Financial Services Industry
Kaplan, Robert S., and Nicole Tempest. "Wells Fargo Online Financial Services (B)." Harvard Business School Case 199-019, August 1998. (Revised December 1998.)
- March 2005 (Revised June 2006)
- Case
Sun Microsystems, Inc.: Web Services Strategy
By: Thomas R. Eisenmann and Fernando Suarez
Microsoft and IBM have excluded Sun Microsystems from the board of the Web Services Interoperability Organization (WS-I), an industry consortium that will shape the evolution of Web services standards. Sun managers must decide whether to join WS-I as a contributing... View Details
Keywords: Information Technology; Standards; Corporate Governance; Power and Influence; Web Services Industry; Web Services Industry
Eisenmann, Thomas R., and Fernando Suarez. "Sun Microsystems, Inc.: Web Services Strategy." Harvard Business School Case 805-095, March 2005. (Revised June 2006.)
- December 1998
- Case
Retail Financial Services in 1998: Travelers
By: Stephen P. Bradley and Takia Mahmood
Provides an overview of Travelers Group's current strategy for retail financial services. Retail Financial Services in 1998 should be given to all students as background material. The class should then be split into groups, with each group receiving one of the... View Details
Keywords: Investment Funds; Management Analysis, Tools, and Techniques; Industry Structures; Competition; Competitive Strategy; Financial Services Industry
Bradley, Stephen P., and Takia Mahmood. "Retail Financial Services in 1998: Travelers." Harvard Business School Case 799-056, December 1998.
- March 1998 (Revised July 1998)
- Case
United Way Community Services
Describes in detail the fund development and distribution system of United Way Community Services. A key question is how to measure the outcome/impact of the work done by the agencies that receive United Way funding. A follow-on question is how to reinvent the... View Details
Keywords: Capital; Management Systems; Measurement and Metrics; Distribution Channels; Organizational Change and Adaptation; Outcome or Result; Nonprofit Organizations
Rangan, V. Kasturi. "United Way Community Services." Harvard Business School Case 598-138, March 1998. (Revised July 1998.)
- 06 Aug 2018
- Blog Post
Parks Management is People Management
I began my MBA with the goal of utilizing business practices for land management issues. Scouring for applicable insights, I attempted filtering my coursework through the lens of a natural resource specialist. However, even with that... View Details
Keywords: Nonprofit / Government
- December 1987 (Revised September 1995)
- Case
IDS Financial Services
Scarce managerial talent, sales force turnover, and client attrition were potential problems underlying IDS' disappointing performance at mid-year 1987. The marketing vice president had three potential "fixes": 1) increasing or decreasing the $35 million budget for... View Details
Keywords: Marketing Strategy; Salesforce Management; Performance Improvement; Financial Services Industry
Bonoma, Thomas V., and Minette E. Drumwright. "IDS Financial Services." Harvard Business School Case 588-044, December 1987. (Revised September 1995.)
- 01 Aug 2002
- News
Service Leadership Fellows
The School's inaugural group of Service Leadership Fellows gathered for a Class Day breakfast celebration. For students interested in working in social enterprises after graduation, the new program matches them with nonprofit and... View Details
- 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
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.)
- 16 May 2005
- Research & Ideas
Confronting the Reality of Web Services
What's next for Web services? In his case summary "Will Web Services Really Transform Collaboration?" published in the Winter 2005 edition of MIT Sloan Management Review, HBS associate professor... View Details
Keywords: by Sara Grant
- 01 Sep 2022
- News
Selling with Service
- 2013
- Case
Advanced Leadership Pathways: General Gale Pollock and Services for the Vision Impaired
By: Rosabeth M. Kanter, Juliane Calingo Schwetz and Patricia Bissett Higgins
In July 2012, retired United States Army Major General Gale Pollock created Elevivo, a venture that worked on developing a comprehensive disease management software system to support the growing number of visually impaired individuals by providing them with tailored... View Details
Keywords: Disease Management; Health; Health Care and Treatment; Education; Information Technology; Insurance; Entrepreneurship; Leadership; Information Technology Industry; Health Industry; United States
Kanter, Rosabeth M., Juliane Calingo Schwetz, and Patricia Bissett Higgins. "Advanced Leadership Pathways: General Gale Pollock and Services for the Vision Impaired." Harvard Business Publishing Case 314-029, 2013.
- December 1998
- Case
Retail Financial Services in 1998: First Union
By: Stephen P. Bradley and Takia Mahmood
Provides an overview of First Union's current strategy for retail financial services. Retail Financial Services in 1998 should be given to all students as background material. The class should then be split into groups, with each group receiving one of the following... View Details
Keywords: Investment Funds; Management Analysis, Tools, and Techniques; Industry Structures; Competition; Competitive Strategy; Financial Services Industry
Bradley, Stephen P., and Takia Mahmood. "Retail Financial Services in 1998: First Union." Harvard Business School Case 799-054, December 1998.
- January 2015 (Revised March 2015)
- Case
Oberoi Hotels: Train Whistle in the Tiger Reserve
By: Ryan W. Buell, Ananth Raman and Vidhya Muthuram
Celebrated as one of the world's premiere luxury hotel brands, Oberoi Hotels attracts and serves some of the most quality-sensitive guests in the world. The case considers the challenge of how an organization, with a standardized service model, can repeatedly delight... View Details
Keywords: Service Quality; Service Management; Service Quality Competition; Customer Management; Customer Service Excellence; Employee Empowerment; Employee Engagement; Employee Training; India; Hospitality; Hotel Industry; Service Delivery; Service Operations; Customer Satisfaction; Employees; Quality; Accommodations Industry; India
Buell, Ryan W., Ananth Raman, and Vidhya Muthuram. "Oberoi Hotels: Train Whistle in the Tiger Reserve." Harvard Business School Case 615-043, January 2015. (Revised March 2015.)
- September 2018
- Case
ProdEng: Services for Oil & Gas Extraction
By: Frank V. Cespedes, Maria Fernanda Miguel and Mariana Cal
ProdEng is a venture created as part of a PE fund and provides oil field services in Argentina. In 2016, an industry-wide unforeseen oil and gas demand slump drove ProdEng’s average service rates down by more than 37%, with EBITDA margins falling from 50% to 24% in the... View Details
Cespedes, Frank V., Maria Fernanda Miguel, and Mariana Cal. "ProdEng: Services for Oil & Gas Extraction." Harvard Business School Case 819-003, September 2018.
- October 2014
- Case
Teckentrup: A Door to Managing Difference
By: Clayton Rose, Jerome Lenhardt and Daniela Beyersdorfer
For Kai Teckentrup, the owner and co-CEO of the German "Mittelstand" door manufacturer Teckentrup, balancing competitive pressures, demographic realities and values were at the heart of the diversity program that he had started and championed at the company. Beyond... View Details
Keywords: Diversity Management; Corporate Values; Competitiveness; Demographics; Change Management; Transformation; Diversity; Ethnicity; Gender; Literacy; Nationality; Race; Residency; Corporate Accountability; Corporate Social Responsibility and Impact; Organizational Culture; Economic Growth; Fairness; Moral Sensibility; Values and Beliefs; Immigration; Employee Relationship Management; Civil Society or Community; Manufacturing Industry; Construction Industry; Consumer Products Industry; Europe; Germany; Russia; Turkey
Rose, Clayton, Jerome Lenhardt, and Daniela Beyersdorfer. "Teckentrup: A Door to Managing Difference." Harvard Business School Case 315-016, October 2014.
- February 1996
- Case
Indianopolis: Implementing Competition in City Services
By: William J. Bruns Jr. and Roger Atherton
Mayor Stephen Goldsmith of Indianapolis introduces competition to provide city services and implementation of new bidding procedures and work practices in the Department of Transportation. Exhibits show how work methods changed and work control procedures control work... View Details
Keywords: Competition; Business Strategy; Welfare; Transportation; Change; Cost Management; Service Industry
Bruns, William J., Jr., and Roger Atherton. "Indianopolis: Implementing Competition in City Services." Harvard Business School Case 196-099, February 1996.