Publications

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August 13, 2022
Article

A Historic Opportunity for Universal Health Coverage in India

By: Vikram Patel, Shubhangi Bhadada, Kiran Mazumdar-Shaw, Arnab Mukherji, Tarun Khanna and Gagandeep Kang

The milestone of India's 75th anniversary of independence on Aug 15, 2022, offers an opportunity to reassert the country's commitment to realising universal health coverage (UHC). The first such effort predates independence, with the 1946 Bhore Committee report.... View Details

Keywords: Universal Health Coverage; COVID-19 Pandemic; Health Care and Treatment; Gender; Prejudice and Bias; Health Industry; India

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October 1993 (Revised July 1997)
Case

Measure of Delight: The Pursuit of Quality at AT&T Universal Card Services (A)

By: Roy D. Shapiro and Michael D. Watkins

AT&T's Universal Card Services (UCS) has been extremely successful during its short lifetime. Dedicated to improving service quality and customer satisfaction, chief quality officer Rob Davis and his quality team have designed and put into place an unusual measurement... View Details

Keywords: Customer Satisfaction; Policy; Compensation and Benefits; Performance Evaluation; Quality; System; Telecommunications Industry

2017
Working Paper

Inequality in Knowledge Repository Use in Scaling Service Operations

By: Melissa A. Valentine, Tom Fangyun Tan, Bradley R. Staats and Amy C. Edmondson

To scale service operations requires sharing knowledge across the organization. However, prior work highlights that individuals on the periphery of organizational knowledge sharing networks may struggle to access useful knowledge at work. A knowledge repository (KR)... View Details

Keywords: Knowledge Repository; Scaling Service Operations; Fluid Teams; Groups and Teams; Knowledge Management; Performance

SSRN

February 2003 (Revised June 2003)
Case

Interface's Evergreen Services Agreement

In an attempt to reduce its ecological footprint, Interface Americas, a leading manufacturer of commercial carpet tile, has launched the Evergreen Services Agreement (ESA)--a lease agreement that provides would-be carpet purchasers with comprehensive floor-covering... View Details

Keywords: Business Model; Product; Environmental Sustainability; Innovation and Invention; Leasing; Consumer Products Industry; Houston

March 1994
Supplement

Measure of Delight: The Pursuit of Quality at AT&T Universal Card Services (B)

By: Roy D. Shapiro and Michael D. Watkins

Supplements the (A) case. View Details

Keywords: Telecommunications Industry

Web

RCP Terms of Service - Research Computing Services

Usage and Policies RCP Terms of Service 5ms Please note that the RCS Terms of Service differ for internal (HBS) users and external (non-HBS) users, i.e., guests. Internal User Agreement for the HBS Research... View Details

Web

HBSGrid Terms of Service - Research Computing Services

Usage and Policies HBSGrid Terms of Service 7ms To obtain access to Harvard Business School’s technology resources through Research Computing Services (RCS), you must acknowledge this agreement either... View Details

Program

Leading Professional Service Firms

Summary As entry barriers rapidly disappear, competition is accelerating and reshaping the business landscape for professional service firms. Navigating this continual change successfully requires extraordinary leadership abilities. This... View Details

Keywords: Professional Services; Professional Services

November 1995 (Revised January 1997)
Teaching Note

Measure of Delight, A: The Pursuit of Quality at AT&T Universal Card Services (A) TN

By: Robert H. Hayes

Teaching Note for (9-694-047). View Details

Keywords: Telecommunications Industry

22 Oct 2007
Research & Ideas

Bringing ‘Lean’ Principles to Service Industries

Wipro Technologies, an Indian outsource provider of software services, launches its own lean initiative. "In terms of operations and improvements, the service industries in general are a long way behind manufacturing," Upton... View Details

Keywords: by Julia Hanna; Computer

October 2015 (Revised August 2019)
Background Note

Higher Education in China: Internationalization in Turbulent Times

By: William C. Kirby, Joycelyn W. Eby and Yuanzhuo Wang

The rapid growth in quantity and quality of universities in China since 1978 is the most recent evolution in a long history of higher education. From as early as the Tang Dynasty, academies existed to prepare scholars for the civil service examination, but by the... View Details

Keywords: Non-profit Management; University Administration; University Faculty; University Curriculum; Education Reform; Nonprofit Organizations; Management; Higher Education; History; Governance; Education Industry; China

Article

Efficiencies and Regulatory Shortcuts: How Should We Regulate Companies like Airbnb and Uber?

By: Benjamin Edelman and Damien Geradin

New software platforms use modern information technology, including full-featured web sites and mobile apps, to allow service providers and consumers to transact with relative ease and increased trust. These platforms provide notable benefits including reducing... View Details

Keywords: Platforms; Regulation; Sharing Economy; Uber; Airbnb; Universal Service; Insurance; Market Platforms; Service Delivery; Software; Service Industry

31 Mar 2022
Op-Ed

Navigating the ‘Bermuda Triangle’ in Professional Services

profitability for its partners. And then we have the multinational Magic Circle firm Linklaters, which offers seamless, cross-jurisdictional, cross-practice legal services to its clients, the opportunity to work on complex matters with... View Details

Keywords: by Ashish Nanda

Article

Understanding Why Universal Service Obligations May Be Unnecessary: The Private Development of Local Internet Access Markets

By: Tom Downes and Shane Greenstein

01 Apr 2002
News

University Elections

at large by Harvard degree holders in annual groups of five. Board members serve six-year terms. The overseers’ chief roles are to visit the graduate schools, departments, and museums of the University to ensure that the View Details

Keywords: Educational Services; Educational Services; Educational Services

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

Web

Training - Research Computing Services

materials to get users acquainted with HBS’ compute cluster (“the HBSGrid”) Other Training Resources IQSS Data Science group Center for Geographic Analysis Training Harvard Library Research Data Instruction Harvard Digital Scholarship FASRC Training HMS RC Research... View Details

April 2004 (Revised June 2004)
Case

Neeley University Investment Management Company

This case analyzes the problem of a university looking to reduce its private equity exposure in its endowment. The university hires Cogent Partners, a small investment bank specializing in private equity secondary trading. View Details

Keywords: Financial Management; Private Equity; Higher Education; Financial Services Industry; Financial Services Industry