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  • All HBS Web  (11,696)
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  • March 2009 (Revised July 2010)
  • Case

IBM: The Corporate Service Corps

By: Christopher Marquis and Rosabeth M. Kanter
Describes the conception, development, and implementation of the Corporate Services Corps (CSC), an international community service assignment for high-potential IBM employees. The year 2008 was the pilot year of the CSC program, and 100 of IBM's best global employees... View Details
Keywords: Developing Countries and Economies; Global Strategy; Corporate Social Responsibility and Impact; Mission and Purpose; Organizational Structure; Partners and Partnerships; Non-Governmental Organizations
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Marquis, Christopher, and Rosabeth M. Kanter. "IBM: The Corporate Service Corps." Harvard Business School Case 409-106, March 2009. (Revised July 2010.)
  • Web

Nonprofit Board Service - Alumni

Careers Nonprofit Board Service Careers Nonprofit Board Service Nonprofit board service is an exceptional way for HBS alumni to meaningfully contribute to communities and... View Details
  • September 2016
  • Case

Financial Services at Falabella (A)

By: C. Fritz Foley and Agustin M. Hurtado
In 2010, the board and senior management team of Falabella, a leading retailer with operations throughout Latin America, faced choices about what to do with its financial services division. More than 4.5 million customers had CMR credit cards that could be used in... View Details
Keywords: Consumer Credit; Financial Institutions; Personal Finance; Financial Management; Financial Strategy; Corporate Strategy; Banking Industry; Retail Industry; Latin America; Chile; Argentina; Colombia; Peru
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Foley, C. Fritz, and Agustin M. Hurtado. "Financial Services at Falabella (A)." Harvard Business School Case 217-016, September 2016.
  • Fast Answer

Managing Service Operations: Research resources for new service design

Where can I begin begin my research for the new service design exercise? The following are highly selected resources for MSO New Service Design exercise. Please contact Baker Library View Details
  • June 2020
  • Supplement

Ride-Hailing Services Solution

By: E. Ofek
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Ofek, E. "Ride-Hailing Services Solution." Harvard Business School Spreadsheet Supplement 520-718, June 2020.
  • May 1998
  • Case

Octane Service Station

By: David F. Hawkins
The owner of a gas station must prepare financial statements. View Details
Keywords: Practice; Financial Statements
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Hawkins, David F. "Octane Service Station." Harvard Business School Case 198-059, May 1998.
  • February 2000
  • Case

E2M Health Services

By: Richard M.J. Bohmer and Naomi Atkins
Outlines the growth of an innovative diabetes disease management organization from 1994-99. Having demonstrated the success of their model in managing diabetes populations in Texas and New York State, the CEO and president must decide the future strategy of the company... View Details
Keywords: Business Model; Customer Focus and Relationships; Decision Choices and Conditions; Financial Markets; Revenue; Innovation and Invention; Business or Company Management; Marketing Strategy; Internet; Health Industry
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Bohmer, Richard M.J., and Naomi Atkins. "E2M Health Services." Harvard Business School Case 600-077, February 2000.
  • November 2011
  • Teaching Note

Comfort Class Transport: Does Customer Service Need an Overhaul? (Brief Case)

By: Michael J. Roberts and Paul E. Morrison
Teaching Note for Product #4377. View Details
Keywords: Capacity Utilization; Supply & Demand; Operations Management; Customer Service; Management; Demand and Consumers; Operations; Customer Focus and Relationships; Supply and Industry; Capital
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Roberts, Michael J., and Paul E. Morrison. "Comfort Class Transport: Does Customer Service Need an Overhaul? (Brief Case)." Harvard Business School Teaching Note 114-377, November 2011.
  • Article

Enfranchisement of Service Workers

By: Leonard A. Schlesinger and James Heskett
Enfranchisement is achieved through an integration of empowerment with methods of pay for performance. Evidence from Ito Yokado Group in Japan and Nordstrom in the US demonstrates the positive effects of enfranchisement. Successful efforts to enfranchise employees: 1.... View Details
Keywords: Motivation and Incentives; Franchise Ownership; Employees; Compensation and Benefits; Service Industry; Japan; United States
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Schlesinger, Leonard A., and James Heskett. "Enfranchisement of Service Workers." California Management Review 33, no. 4 (Summer 1991).
  • 30 Sep 2020
  • Blog Post

Reflecting on my service

genesis of my public service comes from growing up on Long Island, where the September 11th attacks affected me intimately. Over forty people from my hometown were killed; my uncle survived only because of a timely smoke break. As an... View Details
  • Research Summary

Managing Service Operations Course Development

By: Frances X. Frei
Managing Service Operations is an Elective Curriculum course taught at HBS. Over thirty cases and exercises have been created for the course. For a list of the cases developed for this course, please see the Publications link below.  For the most recent syllabus,... View Details
  • April 2002
  • Background Note

Consolidation of Highly Fragmented Service Industries, The

Designed to familiarize students with the consolidation of highly fragmented labor-dependent service industries, offering insights into service firm growth and the ways services can, and cannot, increase their efficiency and effectiveness. Two frameworks are presented... View Details
Keywords: Consolidation; Acquisition; Growth and Development Strategy; Service Industry
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Hallowell, Roger H. "Consolidation of Highly Fragmented Service Industries, The." Harvard Business School Background Note 802-192, April 2002.
  • 08 Jul 2016
  • Video

Human-Centered Service Design Professor Ryan Buell

  • Video

Introduction to Nonprofit Board Service

  • July 2007 (Revised October 2007)
  • Teaching Note

PayPal Merchant Services (TN)

By: Thomas R. Eisenmann
Keywords: Internet and the Web; Information Technology Industry
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Eisenmann, Thomas R. "PayPal Merchant Services (TN)." Harvard Business School Teaching Note 808-031, July 2007. (Revised October 2007.)
  • December 1986 (Revised November 1988)
  • Background Note

Note on Psychiatric Services

By: Regina E. Herzlinger
Keywords: Medical Specialties
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Herzlinger, Regina E. "Note on Psychiatric Services." Harvard Business School Background Note 187-087, December 1986. (Revised November 1988.)
  • October 1977 (Revised September 1983)
  • Case

Colonial Food Services Co.

By: Michael Beer and James G. Clawson
The first case in a four-part case series which outlines the events leading up to a performance appraisal interview. Describes the background of the company. View Details
Keywords: Performance Evaluation; Food and Beverage Industry
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Beer, Michael, and James G. Clawson. "Colonial Food Services Co." Harvard Business School Case 478-005, October 1977. (Revised September 1983.)
  • March 1991 (Revised August 1993)
  • Case

ISS--International Service System A/S

By: Cynthia A. Montgomery
Keywords: Corporate Strategy; Competitive Strategy
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Montgomery, Cynthia A. "ISS--International Service System A/S." Harvard Business School Case 391-093, March 1991. (Revised August 1993.)
  • May 1984 (Revised May 1988)
  • Background Note

Retail Financial Services Industry--1984

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Ghemawat, Pankaj. "Retail Financial Services Industry--1984." Harvard Business School Background Note 384-246, May 1984. (Revised May 1988.)
  • Apr 16 2018
  • Testimonial

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