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November 2008 (Revised April 2010)
Case

Youth Villages

By: Allen S. Grossman, Cathy Ross and William Foster

Tennessee-based nonprofit Youth Villages had an impressive record of serving emotionally and behaviorally troubled youth and their families, with higher success rates and lower costs than most child services providers. Yet expanding to offer its services on a broader... View Details

Keywords: Growth and Development Strategy; Service Operations; Business and Government Relations; Nonprofit Organizations; Expansion; Tennessee

January 2015
Case

Marie Trellu-Kane at Unis-Cité: Establishing Youth Service in France

By: Julie Battilana, Michel Anteby and Anne-Claire Pache

Marie Trellu-Kane is trying to decide how Unis-Cité should respond to French President Jacques Chirac's announcement in 2005 of a new national voluntary civil service program. Since 1994, Trellu-Kane and her co-founders had been creating and overseeing a civil service... View Details

Keywords: Expansion; Leadership; Non-profit Management; Government And Business; Growth and Development Strategy; Organizational Design; Business and Community Relations; Business and Government Relations; Social Enterprise; Paris

2014
Article

In Search of the Self at Work: Young Adults' Experiences of a Dual Identity Organization

By: Michel Anteby and Amy Wrzesniewski

Purpose: Multiple forces that shape the identities of adolescents and young adults also influence their subsequent career choices. Early work experiences are key among these forces. Recognizing this, youth service programs have emerged worldwide with the hope of... View Details

Keywords: Organizational Identity; Socialization; Youth; Youth Service Programs; Identity; Mission and Purpose; Age; Personal Development and Career; Service Industry; Europe

July 1993
Case

National Youth Association

One division questions the prices for services provided by other divisions which are higher than bids received from outside contractors. The issue is submitted to senior management for resolution. View Details

Keywords: Operations; Conflict and Resolution

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March 2015
Teaching Note

Marie Trellu-Kane at Unis Cité: Establishing Youth Service in France

By: Julie Battilana and Felicia Khan

1999
Chapter

Frequency Programs in Service Industries

By: J. A. Deighton

Keywords: Customer Focus and Relationships; Consumer Behavior; Service Industry

2022
White Paper

The Options Multiplier: Decoding the CareerWise Youth Apprentice Journey

By: Joseph B. Fuller, Rachel Lipson, Farah Mallah, Girish Pendse and Rachel Snyder

As more Americans question the appeal of costly higher education programs, earn-and-learn models, like apprenticeship, are attracting increasing attention from policymakers and employers alike. While apprenticeship is widespread in many parts of Europe,... View Details

Keywords: Apprenticeship; Higher Education; Training; Personal Development and Career; Cost vs Benefits; Success; Governing Rules, Regulations, and Reforms

March 1993 (Revised April 1995)
Case

IBM After-Sales Service

By: Janice H. Hammond

IBM has established a service delivery system to provide service and maintenance parts for its installed base of computers. The case outlines the competitive pressures IBM faces from alternative providers of maintenance services (e.g. other OEMs, third-party... View Details

Keywords: Service Delivery; Service Operations; Supply Chain; Supply Chain Management; Logistics; Operations; Distribution; Customer Focus and Relationships; Competitive Strategy; Computer Industry

02 May 2000
Research & Ideas

Leading Professional Service Firms

The HBS Executive Education course Leading Professional Service Firms (LPSF) is an intensive, one-week program that focuses on management issues unique to these firms. It provides a forum for participants... View Details

Keywords: Re: Jay W. Lorsch; Service; Service; Service

Teaching Interest

Leading Professional Service Firms

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 professional service firm... View Details

January 2011
Case

Program Management at Wipro Technologies

By: Amy C. Edmondson, Bradley R. Staats and Melissa Valentine

This case examines the execution of one program by Wipro Technologies, an Indian software services provider. The case also explores the evolution of program management at Wipro. View Details

Keywords: Decision Choices and Conditions; Problems and Challenges; Leadership Style; Recruitment; Programs; Management; Information Technology Industry; India

March 2020 (Revised January 2022)
Case

Michelin: Building a Digital Service Platform

By: Sunil Gupta and Christian Godwin

Michelin, a tire company with over a century of experience, attempts to develop a digital service platform for its fleet and dealer customers. The case focuses on the challenges of bringing a large, well-established company into the digital age. Concerned about the... View Details

Keywords: Change; Transformation; Customer Focus and Relationships; Decision Making; Leading Change; Growth and Development; Strategy; Digital Platforms; Internet and the Web; Auto Industry; Travel Industry; Transportation Industry; United States; France

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

June 2023 (Revised January 2024)
Case

Communities In Schools (Atlanta): Innovating a College Program

By: V. Kasturi Rangan, Lynda M. Applegate and Alexis Lefort

Frank Brown, CIS of Atlanta's new Black CEO, was keen to extend CIS's well-honed case management in schools program to youth in college. Founded 50 years ago by Bill Milliken, CIS, a network of 110 affiliates, had built a strong program of assisting and supporting... View Details

Keywords: Decisions; Education; Expansion; Organizational Change and Adaptation; Atlanta

March 2015
Case

The I-PASS Patient Handoff Program

By: Robert S. Huckman and Michael Norris

In 2015, the I-PASS Patient Handoff Program Team, led by six pediatricians around the U.S., had to determine the best way to disseminate their program that had been proven to reduce communication errors in patient handoffs in hospital settings. Should they turn it into... View Details

Keywords: Health Care; Hospitals; Operations Improvement; Entrepreneurship; Health Care and Treatment; Health Industry; United States

spring 1991
Article

Breaking the Cycle of Failure in Services

By: Leonard A. Schlesinger and James Heskett

Most managers recognize that good service is a direct result of having effective, productive people in customer contact positions. However, most service companies perpetuate a cycle of failure by tolerating high turnover and expecting employee dissatisfaction. This... View Details

Keywords: Goals and Objectives; Service Delivery; Success; Failure; Management Skills; Service Industry

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March 2005 (Revised June 2006)
Case

Sun Microsystems, Inc.: Web Services Strategy

By: Thomas R. Eisenmann and Fernando Suarez

Microsoft and IBM have excluded Sun Microsystems from the board of the Web Services Interoperability Organization (WS-I), an industry consortium that will shape the evolution of Web services standards. Sun managers must decide whether to join WS-I as a contributing... View Details

Keywords: Information Technology; Standards; Corporate Governance; Power and Influence; Web Services Industry; Web Services Industry

Research Summary

Building Capabilities in Professional Service Firms

One of the most distinctive aspects of professional service firms is that the vast majority of the people who work in them are directly involved in serving clients. Long-term success in a professional service firm requires obtaining and developing the right... View Details

September 2016
Case

Hewlett Packard Enterprise: The Dandelion Program

By: Gary P. Pisano and Robert D. Austin

This case describes Hewlett Packard Enterprise’s “Dandelion Program," which has developed a new service offering for the company’s clients by drawing on the special talents of people with autism. The company has deployed “pods” organized around 8 or 9 employees with... View Details

Keywords: Organizational Behavior; Information Technology; Organizational Change and Adaptation; Leadership; Talent and Talent Management; Service Operations; Training; Diversity; Innovation and Invention; Technology Industry

27 Jul 2011
Research & Ideas

Customer Loyalty Programs That Work

goods and services that they may not have known existed. A great retailer is the agent for the customer. Loyalty programs and the insight and communication capabilities they provide can help retailers... View Details

Keywords: by Maggie Starvish; Retail

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