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  • November 1992
  • Background Note

Note on Service Mapping

By: James L. Heskett
Illustrates a simple technique for diagramming operations flows in service companies. Can be used to help structure analysis and discussion of cases involving sequenced operations. View Details
Keywords: Management Analysis, Tools, and Techniques; Operations; Business Processes; Organizational Structure; Service Industry
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Heskett, James L. "Note on Service Mapping." Harvard Business School Background Note 693-065, November 1992.
  • August 2003
  • Case

Mercury Computer Systems: The Evolution from Integrated Technology to Open Standard

By: Rebecca Henderson and Nancy Confrey
For 20 years, Mercury Computer Systems has thrived, providing products and services that support ultrafast processing of real time data. Now Jay Bertelli, the CEO, faces a critical question: How can the firm compete once the standards on which its products are based... View Details
Keywords: Analytics and Data Science; Open Source Distribution; Strategic Planning; Competitive Strategy; Competitive Advantage; Information Technology; Information Technology Industry
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Henderson, Rebecca, and Nancy Confrey. "Mercury Computer Systems: The Evolution from Integrated Technology to Open Standard." Harvard Business School Case 704-424, August 2003.
  • March 2002 (Revised October 2002)
  • Background Note

Service on the Internet: The Effect of Physical Service on Scalability

Develops a framework for exploring the idea of, how service affects the economics of Internet organizations. Development of the framework requires an understanding of the different forms service takes in organizations that conduct business through the Internet. These... View Details
Keywords: Internet and the Web; Service Delivery; Service Industry
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Hallowell, Roger H. "Service on the Internet: The Effect of Physical Service on Scalability." Harvard Business School Background Note 802-146, March 2002. (Revised October 2002.)
  • April 2005 (Revised November 2005)
  • Case

Tata Consultancy Services Iberoamerica

By: Michael Chu and Gustavo Herrero
To launch its Latin American operations, the Indian IT giant Tata Consultancy Services recruits a seasoned executive who becomes the only non-Indian member of senior management. Reviews the start-up operations, from the site selection to staffing and training, the... View Details
Keywords: Business Startups; Developing Countries and Economies; Initial Public Offering; Investment; Globalization; Human Resources; Selection and Staffing; Management Teams; Emerging Markets; Problems and Challenges; Consulting Industry; Latin America
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Chu, Michael, and Gustavo Herrero. "Tata Consultancy Services Iberoamerica." Harvard Business School Case 705-020, April 2005. (Revised November 2005.)
  • February 2001 (Revised February 2018)
  • Case

The iPremier Company (A): Distributed Denial of Service Attack

By: Robert D. Austin, Larry Leibrock and Alan Murray
Describes a new CIO trying to manage a denial of service (DOS) attack against his e-retailing business. The attack and its aftermath provide students an opportunity to discuss the business issues that are interwoven with computer security issues. View Details
Keywords: Safety; Internet and the Web; Applications and Software; Retail Industry
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Austin, Robert D., Larry Leibrock, and Alan Murray. "The iPremier Company (A): Distributed Denial of Service Attack." Harvard Business School Case 601-114, February 2001. (Revised February 2018.)
  • July 2002 (Revised March 2003)
  • Case

North East Medical Services

By: Thomas J. DeLong and Wendy Carter
Sophie Wong, president and CEO of North East Medical Services, a health care organization dedicated to serving the underprivileged Asian American community in San Francisco, must decide how to reposition the organization to serve patients from multiple income levels... View Details
Keywords: Health Care and Treatment; Human Resources; Leadership; Business and Stakeholder Relations; Health Industry; San Francisco
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DeLong, Thomas J., and Wendy Carter. "North East Medical Services." Harvard Business School Case 403-002, July 2002. (Revised March 2003.)
  • October 1987 (Revised March 1992)
  • Case

United Parcel Service (A)

United Parcel Service (UPS) in 1987 faced serious challenges to its long-standing policies of on-the-job training and promotion from within. Increased competition in its traditional business of ground transport found UPS lagging in computerization and in need of... View Details
Keywords: Organizational Change and Adaptation; Information Technology; Organizational Culture; Human Resources; Service Industry; United States
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Sonnenfeld, Jeffrey A. "United Parcel Service (A)." Harvard Business School Case 488-016, October 1987. (Revised March 1992.)
  • April 1985 (Revised October 1988)
  • Case

Everest Computer (A): The Development of the SuperMOS Process

By: Kim B. Clark
The research and development lab at the semiconductor development and manufacturing facility of a computer systems manufacturer has embarked on a radically improved semiconductor manufacturing process for application in a new computer system. The case offers a detailed... View Details
Keywords: Factories, Labs, and Plants; Governance Controls; Production; Research and Development; Hardware; Semiconductor Industry
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Clark, Kim B. "Everest Computer (A): The Development of the SuperMOS Process." Harvard Business School Case 685-085, April 1985. (Revised October 1988.)
  • December 1992 (Revised June 1993)
  • Case

ACTC Customer Service Department

Focuses on the young general manager of a new cable TV system and on its customer service department. Jeanne LaFrance, the general manager, has an uneasy feeling about the way in which the department is being managed. She sees symptoms of what she suspects are serious... View Details
Keywords: Management; Problems and Challenges; Planning; Customer Focus and Relationships; Performance Evaluation; Telecommunications Industry
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Roberts, Michael J. "ACTC Customer Service Department." Harvard Business School Case 393-056, December 1992. (Revised June 1993.)
  • April 2003 (Revised October 2003)
  • Background Note

Leading Public Professional Service Organizations

By: Ashish Nanda
Public professional service organizations (PPSOs) are professional service organizations that serve the public. This case describes the unique challenges facing PPSO leaders. View Details
Keywords: Leadership; Service Industry
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Nanda, Ashish. "Leading Public Professional Service Organizations." Harvard Business School Background Note 903-123, April 2003. (Revised October 2003.)
  • 2014
  • Case

Changhong: Journey to Shared Services

By: F. Warren McFarlan, Haiyan Zhang and Guo Jia
Founded in 1958 and headquartered in Mianyang - an emerging inland science and technology city in Sichuan Province, Changhong Electric Co., Ltd., started from the military industry. It then entered the color TV industry and subsequently expanded to a wide range of... View Details
Keywords: China; Appliances; Finance & Insurance; China
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McFarlan, F. Warren, Haiyan Zhang, and Guo Jia. "Changhong: Journey to Shared Services." Tsinghua University Case, 2014.
  • August 2020 (Revised August 2023)
  • Case

Nubank: Democratizing Financial Services

By: Michael Chu, Carla Larangeira and Pedro Levindo
Nubank, a wholly-digital solution created to disrupt Brazilian banking, with 6 million clients and a $4 billion valuation after five years, must decide whether to expand to Mexico. The company was founded in São Paulo in 2013 by Colombian-born David Vélez to seize what... View Details
Keywords: Fintech; Financial Inclusion; Digital Banking; Credit Cards; Banks and Banking; Disruption; Expansion; Growth and Development Strategy; Financial Services Industry; South America; Brazil; North America; Mexico
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Chu, Michael, Carla Larangeira, and Pedro Levindo. "Nubank: Democratizing Financial Services." Harvard Business School Case 321-068, August 2020. (Revised August 2023.)
  • Forthcoming
  • Article

You've Got Mail! The Late 19th-Century U.S. Postal Service Expansion, Firm Creation, and Firm Performance

By: Astrid Marinoni and Maria P. Roche
This paper examines the impact of the expansion of the US Postal Service in the late 19th century on firm creation and performance. Utilizing newly digitized archival data on historic business establishments, post office locations, and road networks in California,... View Details
Keywords: Institutional Innovation; Knowledge Exchange; US Postal Service; Firm Performance; Infrastructure; Expansion; Government Administration; Communication; Business History; Entrepreneurship; Public Administration Industry; California
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Marinoni, Astrid, and Maria P. Roche. "You've Got Mail! The Late 19th-Century U.S. Postal Service Expansion, Firm Creation, and Firm Performance." Management Science (forthcoming). (Pre-published online January 15, 2025.)
  • June 2014 (Revised January 2017)
  • Supplement

YAAS's Service Center (B)

By: Brian Hall and Sara del Nido
This case is about a compensation change at an automotive service company in the Middle East. The case allows investigation and analysis of many issues related to compensation design and human resource management, and even change management. The focus of the case is... View Details
Keywords: Compensation; Emotions; Values; Human Resources; Labor; Negotiation; Organizations; Social Psychology; Value Creation; Motivation and Incentives; Auto Industry; Auto Industry; Kuwait; Middle East
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Hall, Brian, and Sara del Nido. "YAAS's Service Center (B)." Harvard Business School Supplement 914-050, June 2014. (Revised January 2017.)
  • April 2006 (Revised March 2007)
  • Case

PayPal Merchant Services

By: Thomas R. Eisenmann and Lauren Barley
In early 2006, PayPal management is deciding how to respond to Google's entry into online payments. PayPal, owned by eBay, has targeted online merchants outside eBay's auction community for its next wave of expansion. Google represents a potential threat to PayPal's... View Details
Keywords: Internet and the Web; Competition; Expansion; Service Operations; Auctions; Web Services Industry; Web Services Industry
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Eisenmann, Thomas R., and Lauren Barley. "PayPal Merchant Services." Harvard Business School Case 806-188, April 2006. (Revised March 2007.)
  • November 1990 (Revised February 1991)
  • Case

Commonwealth Blood Transfusion Service

For the first time, the Commonwealth Blood Transfusion Service (CBTS) has to determine product costs for the output of its plasma fractionation center. The motivation for determining product costs is political in nature. Therefore, the CBTS has to find a way to report... View Details
Keywords: Product; Cost; Health Care and Treatment; Health Industry
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Cooper, Robin. "Commonwealth Blood Transfusion Service." Harvard Business School Case 191-087, November 1990. (Revised February 1991.)
  • September 1998 (Revised May 1999)
  • Case

Strategic Services at Andersen Consulting

By: Thomas J. DeLong, Catherine M. Conneely and Abby J. Hansen PHD
Bill Copacino, Andersen Consulting's managing partner of Strategic Services Americas, needed to submit his recommendation to Peter Fuchs, Strategic Services worldwide director, for the operating plan for Strategic Services Americas for fiscal year 1999. Strategic... View Details
Keywords: Strategic Planning; Recruitment; Organizational Culture; Expansion; Business Units; Consulting Industry
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DeLong, Thomas J., Catherine M. Conneely, and Abby J. Hansen PHD. "Strategic Services at Andersen Consulting." Harvard Business School Case 899-065, September 1998. (Revised May 1999.)
  • December 1998
  • Background Note

Retail Financial Services in 1998

By: Stephen P. Bradley and Takia Mahmood
Provides an overview of the current restructuring that is taking place in the retail financial services industry. Provides a brief overview of the structural changes in banking, brokerage, insurance, and mutual funds. Used as background for examining the strategies of... View Details
Keywords: Economic Sectors; Economy; Financial Institutions; Financial Markets; Industry Growth; Strategy; Competitive Strategy; Banking Industry; Banking Industry
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Bradley, Stephen P., and Takia Mahmood. "Retail Financial Services in 1998." Harvard Business School Background Note 799-051, December 1998.
  • October 2004 (Revised March 2006)
  • Background Note

Compensation in Professional Service Firms

By: Ashish Nanda
Discusses the compensation of professionals--partners and nonpartners--in a professional services firm. Discusses the considerations that determine the choice of compensation systems and the interrelationship between compensation and other human resources management... View Details
Keywords: Compensation and Benefits; Service Industry
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Nanda, Ashish, and Lauren Prusiner. "Compensation in Professional Service Firms." Harvard Business School Background Note 905-039, October 2004. (Revised March 2006.)
  • March 2013
  • Case

Massachusetts Financial Services (Abridged)

By: Brian J. Hall and Karen Huang
This case describes the compensation and performance evaluations at an investment management company. The senior management team of Massachusetts Financial Services (MFS) Investment Management was contemplating an introduction of hedge funds at the firm, but many... View Details
Keywords: Compensation; Incentives; Investment Management; Performance Measurement; Portfolio Management; Motivation and Incentives; Asset Management; Performance Evaluation; Compensation and Benefits; Financial Services Industry; Massachusetts
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Hall, Brian J., and Karen Huang. "Massachusetts Financial Services (Abridged)." Harvard Business School Case 913-036, March 2013.
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