Publications

Iavor Bojinov is an Associate Professor of Business Administration at Harvard Business School. He is the co-PI of the AI and Data Science Operations Lab and a faculty affiliate in the Department of Statistics at Harvard University and the Harvard Data Science... View Details

November 2016
Case

QuintilesIMS: Biosimilar Marketing in England

By: John A. Quelch and Emily C. Boudreau

QuintilesIMS was a leading healthcare consulting firm best known for its data and information offerings as well as its market research and management consulting services for life science companies. By 2015, the company was expanding beyond the biopharmaceutical... View Details

Keywords: Health; Pharmaceutical Industry; Biotech; Marketing; Health Care and Treatment; Biotechnology Industry; England

August 1992 (Revised June 1993)
Case

Euro Disney: The First 100 Days

By: Gary W. Loveman and Leonard A. Schlesinger

The Walt Disney Co. theme parks historically have thrived on the basis of a formula stressing excellent customer service and a magnificent physical environment. The formula has proven successful in Japan, as well as the United States. With the controversial opening of... View Details

Keywords: Multinational Firms and Management; Service Operations; Service Delivery; Corporate Strategy; Customer Focus and Relationships; Service Industry; Service Industry; Japan; France; United States

January 1995 (Revised November 1996)
Case

Avalon Information Services, Inc.

By: Lynn S. Paine and Wilda White

The Privacy Review Committee of Avalon Information Services must decide how to deal with concerns voiced by its retail supermarket customers about the privacy of consumer data collected through Avalon's point-of-sale data collection program. One customer is proposing... View Details

Keywords: Mission and Purpose; Safety; Demand and Consumers; Rights; Analytics and Data Science; Information Technology; Ethics; Information Industry

Web

Providing Scholarships for Impact on a Sector | Social Enterprise | Harvard Business School

the speed and quality of reform through improved leadership capacity. Indeed, this network of attendees has played a critical role in advocating for reform at both the state and national levels. Building on that success, this year the... View Details

May 2016 (Revised September 2017)
Case

Pal's Sudden Service—Scaling an Organizational Model to Drive Growth

By: Gary P. Pisano, Francesca Gino and Bradley R. Staats

Pal's Sudden Service has developed a unique operating model and organizational culture in the quick service restaurant business. With a deep emphasis on process control and improvement, zero defects, extensive training, and a high level of employee engagement, Pal's... View Details

Keywords: Growth Strategy; Corporate Culture; Operations Strategy; Motivation; Values; Motivation and Incentives; Strategy; Values and Beliefs; Service Operations; Organizational Culture; Growth and Development Strategy; Service Industry; Service Industry

12 PM – 1 PM EDT, 16 Mar 2016
Webinars: Trending@HBS

How the Internet Became Commercial: Innovation, Privatization, and the Birth of a New Network

behavior that show up repeatedly throughout history. Greenstein will highlight the lessons of this observation, and how those lessons apply to thinking about new major technologies, such as Big Data and the... View Details

2012
Other Unpublished Work

Towards Efficiencies in Canadian Internet Traffic Exchange

By: Benjamin Edelman and Bill Woodcock

Canadian Internet access is heavily and unnecessarily dependent upon foreign infrastructure, especially U.S. infrastructure. This dependence imposes significant burdens upon Canadian Internet users:

* Service prices are higher than would be the case if... View Details

Keywords: Networks; Canada; Privacy; Technology Networks; Rights; Communication Technology; Internet; Ethics; Telecommunications Industry; Canada

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05 May 2022
HBS Seminar

Caleb Kwon, Harvard Business School

13 Oct 2021
News

What’s Wrong with America’s Consumer-Price Index?

October 2015
Article

The Value of Bosses

By: Edward P. Lazear, Kathryn L. Shaw and Christopher Stanton

How and by how much do supervisors enhance worker productivity? Using a company-based data set on the productivity of technology-based services workers, supervisor effects are estimated and found to be large. Replacing a boss who is in the lower 10% of boss quality... View Details

Keywords: Supervisors; Management Skills; Employees; Performance Productivity

Find at Harvard

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June 2020
Case

Agile Consumer Product Innovation with Alibaba's Tmall Innovation Center

By: William R. Kerr, Daniel O'Connor and James Palano

Consumer products companies were beset by changes on all sides during the 2010s. Customers were increasingly turning to ecommerce platforms rather than shopping in-store. Meanwhile, nimble, digitally-savvy competitors were gaining market share by capitalizing on the... View Details

Keywords: Future Of Work; Retail; Ecommerce; Alibaba; Consumer Products; Innovation; Innovation and Invention; Product Development; Consumer Behavior; E-commerce; Consumer Products Industry; Retail Industry; China

May 2016 (Revised April 2018)
Case

Building the Digital Manufacturing Enterprise of the Future at Siemens

By: Willy Shih

This case describes the motivation for and the development of Siemens' digital manufacturing enterprise vision, which became the foundation for its implementation of Industrie 4.0. While the effort started with a purely defensive move by Anton Huber, head of the... View Details

July 2001 (Revised December 2001)
Case

WeServeHomes.com

ServiceMaster, a Fortune 500 supplier of home services such as Terminex, Trugreen (lawn care), and MerryMaids, has a 50% interest in an Internet start-up designed to attract new customers to its services and help service providers improve quality and lower costs.... View Details

Keywords: Organizational Change and Adaptation; Internet and the Web; Information Technology; Service Operations; Service Delivery; Service Industry

Alexandra (Allie) Feldberg is an Assistant Professor of Business Administration in the Organizational Behavior Unit at Harvard Business School.

Professor Feldberg uses qualitative and quantitative methods to examine intersections between gender,... View Details

April 2004
Tutorial

Yield Curves and Bond Ratings Tutorial

By: William E. Fruhan Jr.

To preview this online product, Authorized Faculty can call our customer service department at 1-800-545-7685 or 617-783-7600. This online tutorial explains what drives the shape of the yield curve for traded debt securities. Also describes the metrics used by rating... View Details

Keywords: Bonds; Investment Return; Financial Services Industry

2010
Working Paper

The Unbundling of Advertising Agency Services: An Economic Analysis

By: Mohammad Arzaghi, Ernst R. Berndt, James C. Davis and Alvin J. Silk

We address a longstanding puzzle surrounding the unbundling of services occurring over several decades in the U.S. advertising agency industry: What accounts for the shift from bundling to unbundling of services and the slow pace of change? Using Evans and Salinger's... View Details

Keywords: Advertising; Change; Forecasting and Prediction; Cost; Price; Analytics and Data Science; Surveys; Marketing Strategy; Media; Service Operations; Agency Theory; Mathematical Methods; Advertising Industry; United States

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10 Jan 2020
News

Competing in the Age of AI

September 2016
Case

Hewlett Packard Enterprise: The Dandelion Program

By: Gary P. Pisano and Robert D. Austin

This case describes Hewlett Packard Enterprise’s “Dandelion Program," which has developed a new service offering for the company’s clients by drawing on the special talents of people with autism. The company has deployed “pods” organized around 8 or 9 employees with... View Details

Keywords: Organizational Behavior; Information Technology; Organizational Change and Adaptation; Leadership; Talent and Talent Management; Service Operations; Training; Diversity; Innovation and Invention; Technology Industry