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(3,770)
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- Faculty Publications (1,419)
Show Results For
- All HBS Web
(3,770)
- People (11)
- News (1,203)
- Research (2,187)
- Events (3)
- Multimedia (5)
- Faculty Publications (1,419)
- 2014
- Article
Notes from the Search for Deep Indicators in Services
By: James L. Heskett
Much of the research in the service sector over the last four decades has concerned itself with the search for deep indicators that explain service performance. This paper provides a brief retrospective of some of this research and illustrates the directions that this... View Details
Heskett, James L. "Notes from the Search for Deep Indicators in Services." Journal of Service Management 25, no. 3 (2014): 298–309.
- 2003
- Case
Capston-White's Document Management and Production Services
By: Vijay Govindarajan, Chris Trimble and Julie Lang
The development of multi-function devices that could copy, print, fax, and scan created a convergence in the markets for these devices. Copiers and printers had previously been purchased and managed in very different manners by large organizations. Facing an uncertain... View Details
Govindarajan, Vijay, Chris Trimble, and Julie Lang. "Capston-White's Document Management and Production Services." 2003. (Case No. 2-0017.)
- 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.)
- February 2016
- Case
Health Catalyst
By: Kevin Schulman and Suresh Balu
Dan Burton, Health Catalyst CEO (HBS Baker Scholar), and Tom Burton, Health Catalyst Senior Vice President of Product Development and cofounder, closed on a $41 million investment round. Their firm was one of the hottest companies in the health information technology... View Details
Keywords: Service Management; Strategy; Operations Management; Information Technology; Information Management; Entrepreneurship; Service Delivery; Competitive Strategy; Performance; Information Technology Industry; Health Industry
Schulman, Kevin, and Suresh Balu. "Health Catalyst." Harvard Business School Case 316-098, February 2016.
- December 1998 (Revised December 1999)
- Case
Morgan Stanley Dean Witter Private Client Services
By: Thomas J. DeLong, David M. Darst, Ann K Rusher and Catherine M. Conneely
The 1997 merger of retail giant Dean Witter and investment bank Morgan Stanley was a year old when Bob Sculthorpe was appointed director of Private Client Services (PCS) at Morgan Stanley Dean Witter (MSDW). The firm was still operating under two separate broker-dealer... View Details
Keywords: Mergers and Acquisitions; Business Divisions; Investment Banking; Brands and Branding; Salesforce Management; Competitive Strategy; Retail Industry
DeLong, Thomas J., David M. Darst, Ann K Rusher, and Catherine M. Conneely. "Morgan Stanley Dean Witter Private Client Services." Harvard Business School Case 899-107, December 1998. (Revised December 1999.)
- Aug 03 2015
- Testimonial
Taking Practical Steps to Achieve Service Goals
- November 1989 (Revised February 1992)
- Case
Ford Motor Co.: Dealer Sales and Service
Since Henry Ford founded Ford Motor Co., Ford vehicles have been sold and serviced the same way. By the late 1980s Ford began to consider making changes in its sales and service process. Two developments forced Ford to reconsider these processes. First, Ford found... View Details
Keywords: Organizational Change and Adaptation; Change Management; Distribution Channels; Customer Focus and Relationships; Service Industry; Service Industry; Service Industry; United States
Schlesinger, Leonard A. "Ford Motor Co.: Dealer Sales and Service." Harvard Business School Case 690-030, November 1989. (Revised February 1992.)
- September 2000
- Background Note
Professional Services Module Five: Serving Clients Effectively
By: Thomas J. DeLong, Ashish Nanda and Scot H. Landry
It is imperative for the internal systems and processes to be connected to the external processes of client management, competitive adaptation, and service delivery. View Details
Keywords: Competency and Skills; Customer Relationship Management; Knowledge Acquisition; Service Delivery; Performance Effectiveness; Adaptation; Competitive Strategy
DeLong, Thomas J., Ashish Nanda, and Scot H. Landry. "Professional Services Module Five: Serving Clients Effectively." Harvard Business School Background Note 801-011, September 2000.
- 04 May 2011
- News
Recipes from the COC (Chief Operating Cook)
A spicy chickpea dish © Kirti Poddar on Flickr When Dean Nitin Nohria sat down for an interview with us last September, we asked: "What do you like to do for fun?" His answer: "I love to cook. I'm vegetarian, and I cook Indian and Italian food. At home, I'm the chef.... View Details
- December 2004 (Revised April 2006)
- Case
Managing Diversity at Cityside Financial Services
By: Robin J. Ely and Ingrid Vargas
Cityside Financial Services, a disguised consumer bank, serves both a largely African-American urban community and a more affluent, predominantly white clientele. To match the gender and racial makeup of its staff to that of its customers, Cityside's sales division... View Details
Keywords: Selection and Staffing; Situation or Environment; Race; Employees; Gender; Customer Satisfaction; Diversity; Cross-Cultural and Cross-Border Issues; Banks and Banking; Banking Industry
Ely, Robin J., and Ingrid Vargas. "Managing Diversity at Cityside Financial Services." Harvard Business School Case 405-047, December 2004. (Revised April 2006.)
- 2007
- Other Unpublished Work
Practice Segmentation in Professional Services
By: John J. Gabarro, Thomas J. DeLong and Robert Lees
- 23 Sep 2009
- Working Paper Summaries
Operational Failures and Problem Solving: An Empirical Study of Incident Reporting
- April 2017 (Revised February 2020)
- Supplement
edaixi (eWash): Digital Transformation of Laundry Services (B)
By: Feng Zhu, Weiru Chen, Chuang Chen and Ciwu Lin
Founded in 2013 as a laundry service featuring online ordering for home pickup and delivery, China’s edaixi (eWash) illustrated the online-to-offline (O2O) business model. As yet unclear in 2016 was the optimal way to organize third-party laundry service providers,... View Details
Keywords: Laundry; O2O; Online-to-offline; Service Operations; Business Model; Digital Platforms; Transformation; Service Industry; China
Zhu, Feng, Weiru Chen, Chuang Chen, and Ciwu Lin. "edaixi (eWash): Digital Transformation of Laundry Services (B)." Harvard Business School Supplement 617-038, April 2017. (Revised February 2020.)
- January 2017
- Supplement
Hello Alfred: Come Home Happy — Operating the Business Model Exercise
By: Joseph B. Fuller and Christopher Payton
On a mission to "automate the on-demand economy," Harvard Business School classmates Marcela Sapone and Jessica Beck launched Hello Alfred in 2013 to provide subscribers with an "Alfred" to complete various chores for a monthly fee. In early 2016, the company has built... View Details
- 2009
- Working Paper
Operational Failures and Problem Solving: An Empirical Study of Incident Reporting
By: Julia Rose Adler-Milstein, Sara J. Singer and Michael W. Toffel
Operational failures occur in all industries with consequences that range from minor inconveniences to major catastrophes. Many organizations have implemented incident reporting systems to highlight actual and potential operational failures in order to encourage... View Details
Keywords: Communication Strategy; Legal Liability; Management Practices and Processes; Service Operations; Failure; Health Industry
Adler-Milstein, Julia Rose, Sara J. Singer, and Michael W. Toffel. "Operational Failures and Problem Solving: An Empirical Study of Incident Reporting." Harvard Business School Working Paper, No. 10-017, September 2009. (August 2009.)
- October 2002 (Revised April 2007)
- Case
Dell Computers (A): Field Service for Corporate Clients
By: Frances X. Frei, Amy C. Edmondson and Corey B. Hajim
Explores the highly successful PC and low-end server manufacturer's entry into the large-scale server market in the United States. A key difference of this new market is the intense service element required to support the larger hardware. Specifically, the industry... View Details
Keywords: Information Infrastructure; Customer Relationship Management; Job Cuts and Outsourcing; Service Operations; Business or Company Management; Emerging Markets; Problems and Challenges; Service Delivery; Computer Industry; United States
Frei, Frances X., Amy C. Edmondson, and Corey B. Hajim. "Dell Computers (A): Field Service for Corporate Clients." Harvard Business School Case 603-067, October 2002. (Revised April 2007.)
- Apr 12 2017
- Interview
The Future of Professional Service Firms
- April 2017 (Revised February 2020)
- Case
edaixi (eWash): Digital Transformation of Laundry Services (A)
By: Feng Zhu, Weiru Chen, Chuang Chen and Ciwu Lin
Founded in 2013 as a laundry service featuring online ordering for home pickup and delivery, China’s edaixi (eWash) illustrated the online-to-offline (O2O) business model. As yet unclear in 2016 was the optimal way to organize third-party laundry service providers,... View Details
Keywords: Laundry; O2O; Online-to-offline; Business Model; Service Operations; Ownership Type; Digital Platforms; Transformation; China
Zhu, Feng, Weiru Chen, Chuang Chen, and Ciwu Lin. "edaixi (eWash): Digital Transformation of Laundry Services (A)." Harvard Business School Case 617-034, April 2017. (Revised February 2020.)
- Web
Technology & Operations Management Faculty - Faculty & Research
Technology & Operations Management Overview Faculty Curriculum Seminars & Conferences Awards & Honors Doctoral Students Unit Head Robert S. Huckman Albert J. Weatherhead III Professor of Business Administration Howard Cox Healthcare... View Details