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02 Mar 2007
What Do You Think?

What Is the Government’s Role in US Health Care?

Butler believes that it could come in the form of a two-tiered system of private treatment at personal expense layered on a service free to all with protections for healthcare... View Details

Keywords: by Jim Heskett; Health

Srikant M. Datar

Srikant M. Datar became the eleventh dean of Harvard Business School on 1 January 2021. During his tenure as a faculty member, he served as Senior Associate Dean for University Affairs (including Faculty Chair of the Harvard Innovation Lab), for Research, for... View Details

Keywords: accounting industry; airline; automobiles; banking; biotechnology; communications; consumer products; e-commerce industry; health care; high technology; investment banking industry; management consulting; manufacturing; pharmaceuticals; venture capital industry

The IT Tranformation Health Care Needs

Our research on the ways health care could apply the experiences of other industries suggests that instead of viewing IT as a transactional tool for billing, monitoring, and error checking, organizations should embrace it as an instrument to help transform the way they... View Details

August 2007 (Revised July 2008)
Case

HCL Technologies (A)

By: Linda A. Hill, Tarun Khanna and Emily Stecker

When Vineet Nayar became president of HCL Technologies, a global IT services business, in April 2005, he knew the company needed drastic change. Since its founding as a hardware company in the 1970s, HCL had grown into an enterprise with $3.7 billion in revenues and a... View Details

Keywords: Customer Relationship Management; Multinational Firms and Management; Employee Relationship Management; Leading Change; Organizational Change and Adaptation; Competition; Service Industry; Service Industry; India

2011
Chapter

El Sector Privado y las Responsabilidades Públicas: El Rol de las Soluciones Comerciales en la Temática Social

By: Michael Chu

In today's world, certain goods and services are considered so basic that, regardless of culture, they are accepted as public responsibilities. However, for the low-income populations in developing countries, which constitute the majority of the world, access to these... View Details

Keywords: Business Model; Developing Countries and Economies; Private Sector; Public Sector; Management Practices and Processes; Human Needs; Poverty; Commercialization

June 2024
Supplement

Zeswitz Music (B)

By: Richard S. Ruback and Royce Yudkoff

Pre-Abstract: Instructors should consider the timing of making videos available to students, as they may reveal key case details.
Abstract: In July of 2013, Randy Shayler (HBS, 2012) acquired Zeswitz Music, a musical instrument rental company based in Reading,... View Details

Keywords: Acquisition; Customer Focus and Relationships; Business Strategy; Revenue; Marketing; Music Industry; Retail Industry

April 2013 (Revised October 2014)
Case

SaferTaxi: Connecting Taxis and Passengers in South America

By: Peter Coles and Benjamin Edelman

SaferTaxi, a taxi booking service in South America must develop its mobilization strategy; that is, it must attract enough passengers and drivers to make its service worthwhile for all. Drivers hesitate to pay for SaferTaxi's smartphones and service unless these will... View Details

Keywords: Taxi Booking; Smartphone; Transportation Networks; Network Effects; Laws and Statutes; South America; Argentina; Brazil; Chile

April 2008
Module Note

Improvement with Customer-Operators

By: Frances X. Frei and Dennis Campbell

Taught as the third module in a Harvard Business School course on Managing Service Operations: Understanding the Customer Operating Role (606-092). Explores how firms can systematically leverage their customer-operators in the organizational improvement process is... View Details

Keywords: Service Operations; Performance Improvement; Customer Focus and Relationships; Framework; Employees; Business Model; Management Practices and Processes; Organizational Design

13 Jul 2020
News

Roles Foundations Play in Shaping Impact Investing

2015
Working Paper

The Logic of Agglomeration

By: Gilles Duranton and William R. Kerr

This review discusses frontier topics in economic geography as they relate to firms and agglomeration economies. We focus on areas where empirical research is scarce but possible. We first outline a conceptual framework for city formation that allows us to contemplate... View Details

Keywords: Agglomeration; Clusters; Cities; Innovation; Industry Clusters; City; Innovation and Invention

June 2023
Case

Launching Egypt’s First Digital Banking Platform: QNB Bebasata

By: Mark Egan, Billy Chan and Ahmed Dahawy

The leadership team at QNB Alahli, Egypt's second biggest private bank, looked back on their efforts to create a brand-new, fully digital banking platform since 2019. A digital-only banking service was unprecedented in Egypt, a country where over 90% of financial... View Details

Keywords: Digital Transformation; Banks and Banking; Innovation and Invention; Competitive Strategy; Business Model; Product Launch; Finance; Banking Industry; Egypt

27 May 2022
Blog Post

Q&A with the HBS Armed Forces Alumni Association, MBA Class of 2023

The Armed Forces Alumni Association (AFAA) is a student-led club on campus for service members and veterans from all military branches and nations. The AFAA mission is to help talented veterans transition... View Details

April 2025
Case

Thrivent: From Insurance Agents to Financial Advisors

By: Hubert Joly, Leonard A. Schlesinger and Tom Quinn

Thrivent, a midwestern financial services company with a centuries-long history rooted in Lutheranism, had reached $10 billion in revenue mostly by selling life insurance. In the 2020s, however, CEO Terry Rasmussen began a transformation process centered around the... View Details

Keywords: Change Management; Transformation; Talent and Talent Management; Customer Focus and Relationships; Customer Value and Value Chain; Forecasting and Prediction; Employee Relationship Management; Retention; Selection and Staffing; Job Design and Levels; Human Capital; Leading Change; Mission and Purpose; Organizational Change and Adaptation; Organizational Culture; Financial Services Industry; Financial Services Industry; United States; Minneapolis

May 2018 (Revised February 2019)
Case

The Powers That Be (Internet Edition): Google, Apple, Facebook, Amazon, and Microsoft

By: Jeffrey F. Rayport, Julia Kelley and Nathaniel Schwalb

As of early 2018, five U.S. technology companies—Google, Apple, Facebook, Amazon, and Microsoft—were among the largest companies in the world. Similarly, three Chinese technology firms—Baidu, Alibaba, and Tencent, or BAT—had emerged as global players due in part to the... View Details

Keywords: Internet and the Web; Business Ventures; Customers; Analytics and Data Science; Safety; Corporate Strategy; Competitive Strategy; Technology Industry

October 2023 (Revised February 2024)
Case

Loris

By: Shunyuan Zhang, Das Narayandas, Stacy Straaberg and David Lane

In December 2022, Loris’s executive team considered their go-to-market strategy. Loris was an artificial intelligence (AI) software startup for the customer service industry with two products on the market: 1) Agent Assist which provided customer service agents (CSAs)... View Details

Keywords: Decisions; Growth and Development Strategy; Product Launch; Product Positioning; Business Strategy; Competitive Strategy; Business Startups; AI and Machine Learning; Applications and Software; Marketing Strategy; Sales; Technology Industry; United States

September 1998
Case

Vanguard Group, Inc. (1998), The

By: Andre F. Perold

Since the beginning of 1997, Vanguard's assets under management have increased more than 60% from $240 billion to almost $400 billion, making it second in market share only to Fidelity. Vanguard views this success as another vindication of its low-cost strategy of... View Details

Keywords: Asset Management; Cost Management; Investment Funds; Product; Service Operations; Performance Expectations; Competition; Consolidation; Expansion; Internet; Financial Services Industry

November 2020 (Revised September 2021)
Case

HP Instant Ink: (Self) Disrupting the Consumer Printing Market

By: Elie Ofek, Marco Bertini, Oded Koenigsberg and George Gonzalez

Seeking to disrupt the consumer printing market (before being disrupted by others), and in response to customer pain points, in 2013 HP Inc. launched an ink replenishment service called Instant Ink, where customers pay a monthly subscription fee based on the number of... View Details

Keywords: Printing; Ink; Subscription Model; Customers; Information Infrastructure; Service Delivery; Business Model; Disruption; Growth and Development Strategy

June 2010
Article

Leadership Competencies for Implementing Planned Organizational Change

By: Julie Battilana, Mattia Gilmartin, Anne-Claire Pache, Metin Sengul and Jeffrey A. Alexander

This paper bridges the leadership and organizational change literatures by exploring the relationship between managers' leadership competencies (namely, their effectiveness at person-oriented and task-oriented behaviors) and the likelihood that they will emphasize the... View Details

Keywords: Leadership; Competency and Skills; Organizational Change and Adaptation; Planning; Relationships; Business Processes; Projects; Theory; Change; Behavior; Health Industry; United Kingdom

Find at Harvard

December 2020 (Revised December 2021)
Case

Komatsu and Smart Construction

By: Rajiv Lal, David J. Collis and Akiko Saito

Komatsu, Japan's leading construction equipment manufacturer, is considering investing in a digital platform "Smart Construction" that will digitise the entire work process on a construction site, allowing for substantial reductions in cost and time while improving... View Details

Keywords: Platform; Digital Business; Construction; Business Model; Strategy; Technology Adoption; Internet and the Web; Digital Platforms; Construction Industry; Japan

September 1998
Case

McDonald's: International Expansion Strategy

By: Gary W. Loveman and Sabina M. Ciminero

James Cantalupo, CEO of McDonald's International, and top management have a few months to decide how the McDonald's brand should be transferred into India. Faced with the challenges presented by the Indian market--80% of Indians are Hindus and cherish cows as sacred... View Details

Keywords: Globalized Firms and Management; Expansion; Brands and Branding; Strategy; Cross-Cultural and Cross-Border Issues; Service Industry; Service Industry; United States; India

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