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All HBS Web
(3,136)
- Faculty Publications (548)
- July 2004 (Revised January 2005)
- Case
Shouldice Hospital Limited (Abridged)
By: James L. Heskett and Roger H. Hallowell
A hospital specializing in hernia operations is considering whether and how to expand the reach of its services.
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Keywords:
Expansion;
Service Delivery;
Service Operations;
Health Care and Treatment;
Business Strategy;
Health Industry
Heskett, James L., and Roger H. Hallowell. "Shouldice Hospital Limited (Abridged)." Harvard Business School Case 805-002, July 2004. (Revised January 2005.)
- 2004
- Book
Introduction to e-Commerce
By: Jeffrey F. Rayport and Bernard J. Jaworski
Keywords:
Technology;
Digital;
Services;
Strategy;
Internet and the Web;
Service Delivery;
Marketing
Rayport, Jeffrey F., and Bernard J. Jaworski. Introduction to e-Commerce. 2nd ed. Boston, MA: McGraw-Hill/Irwin marketspaceU, 2004.
- March 2004 (Revised June 2010)
- Case
Akamai Technologies
By: Benjamin Edelman, Thomas R. Eisenmann and Eric J. Van den Steen
As the leading content delivery network, Akamai helps Internet companies deliver Web site content to end users with fewer delays and lower costs. Describes the strategic management challenges facing Akamai in early 2004. The company is poised to offer its next...
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Keywords:
Digital Platforms;
Partners and Partnerships;
Strategy;
Internet and the Web;
Information Infrastructure
Edelman, Benjamin, Thomas R. Eisenmann, and Eric J. Van den Steen. "Akamai Technologies." Harvard Business School Case 804-158, March 2004. (Revised June 2010.) (request a courtesy copy.)
- March 2004 (Revised May 2005)
- Case
Shurgard Self-Storage: Expansion to Europe
By: Richard G. Hamermesh and Indra Reinbergs
Shurgard, a U.S.-based firm that rents storage facilities to consumers and small businesses, is considering financing options for rapid expansion of its European operations. Five years after entering Europe, Shurgard Europe has opened 17 facilities in Belgium, France,...
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Keywords:
Private Equity;
Valuation;
Business Model;
Governing and Advisory Boards;
Entrepreneurship;
Cross-Cultural and Cross-Border Issues;
Service Industry;
Belgium;
France;
Sweden;
United States;
Europe
Hamermesh, Richard G., and Indra Reinbergs. "Shurgard Self-Storage: Expansion to Europe." Harvard Business School Case 804-112, March 2004. (Revised May 2005.)
- February 2004
- Teaching Note
Sampa Video, Inc. (TN)
By: Richard S. Ruback and Peter Tufano
Teaching Note to (9-201-094).
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- January 2004 (Revised May 2006)
- Case
Yamato Transport: Valuing and Pricing Network Services (A)
By: Felix Oberholzer-Gee, Tarun Khanna and Masako Egawa
Yamato Transport is the leading Japanese parcel delivery company and has dominated its industry for more than two decades. In response to new competitive challenges, Yamato must decide how to reposition itself in the industry and optimize the size of its network. The...
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Oberholzer-Gee, Felix, Tarun Khanna, and Masako Egawa. "Yamato Transport: Valuing and Pricing Network Services (A)." Harvard Business School Case 704-475, January 2004. (Revised May 2006.)
- January 2004 (Revised January 2005)
- Case
Delta Air Lines (A): The Low-Cost Carrier Threat
By: Jan W. Rivkin and Laurent Therivel
The top management of Delta Air Lines must decide how to respond to the threat posed by low-cost carriers such as Southwest and JetBlue. Among the options considered is the launch of a low-cost subsidiary by Delta itself. Prior efforts to launch a low-cost subsidiary,...
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Keywords:
Corporate Strategy;
Competitive Strategy;
Cost;
Decision Choices and Conditions;
Service Delivery;
Service Operations;
Air Transportation Industry
Rivkin, Jan W., and Laurent Therivel. "Delta Air Lines (A): The Low-Cost Carrier Threat." Harvard Business School Case 704-403, January 2004. (Revised January 2005.)
- May 2003
- Module Note
Building Capabilities for Experimentation, Learning, and Prototyping
By: Stefan H. Thomke
Describes the conceptual foundations and pedagogy for a module on managing experimentation, learning, and prototyping in the development of products and services. Can also be used as part of a more general course on Managing Technology and Innovation. Shows how...
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Keywords:
Service Delivery;
Product Development;
Learning;
Technological Innovation;
Information Technology;
Management
Thomke, Stefan H. "Building Capabilities for Experimentation, Learning, and Prototyping." Harvard Business School Module Note 603-089, May 2003.
- April 2003
- Case
IBM Canada: Global Services (A)
By: Michael L. Tushman, David Kiron and Wendy Smith
IBM Canada Global Services is losing shares in a stagnant information technology market. A new leader must overcome a senior team rife with internal conflict and change internal processes to drive innovation streams. The leader struggles to build an ambidextrous...
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Keywords:
Leading Change;
Organizational Change and Adaptation;
Change Management;
Management Teams;
Innovation and Management;
Conflict Management;
Groups and Teams;
Service Industry;
Canada
Tushman, Michael L., David Kiron, and Wendy Smith. "IBM Canada: Global Services (A)." Harvard Business School Case 403-070, April 2003.
- April 2003
- Article
R&D Comes to Services: Bank of America's Pathbreaking Experiments
By: Stefan Thomke
Thomke, Stefan. "R&D Comes to Services: Bank of America's Pathbreaking Experiments." Harvard Business Review 81, no. 4 (April 2003). (Translated into German and reprinted in Harvard Business Manager (July 2003))
- March 2003 (Revised October 2003)
- Case
Campbell Soup Company: Transforming for the 21st Century
By: Lynda M. Applegate and Jamie Ladge
In July 2001, Campbell Soup's newly appointed CEO, Douglas R. Conant, addressed a group of Wall Street analysts and unveiled his plan to kick-start growth. His plan called for organizational renewal and revitalization, redesign of core customer-facing processes...
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Keywords:
Customer Focus and Relationships;
Entrepreneurship;
Growth and Development Strategy;
Marketing Strategy;
Product Marketing;
Industry Structures;
Production;
Supply Chain Management;
Competition;
Competitive Strategy;
Consumer Products Industry;
Food and Beverage Industry;
United States
Applegate, Lynda M., and Jamie Ladge. "Campbell Soup Company: Transforming for the 21st Century." Harvard Business School Case 803-119, March 2003. (Revised October 2003.)
- March 2003 (Revised January 2006)
- Case
Threshold Sports
By: Richard G. Hamermesh and Todd H Thedinga
Describes the sales, marketing, and operating issues facing Threshold Sports, a small cycling event management company that produces the Pro Cycling Tour. Examines the issues facing the company as it approaches breakeven and attempts to grow the business substantially....
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Keywords:
Growth Management;
Bicycle Transportation;
Service Delivery;
Sports;
Service Industry;
Service Industry
Hamermesh, Richard G., and Todd H Thedinga. "Threshold Sports." Harvard Business School Case 803-134, March 2003. (Revised January 2006.)
- January 2003 (Revised September 2004)
- Case
Consulting by Auditors (B): The Compromise and its Fallout
By: Ashish Nanda
This case tracks the evolution from October 2000 to July 2001 of public debate, regulatory decisions, and firm perspectives on the subject of consulting by accounting firms.
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Nanda, Ashish, and Kimberly A. Haddad. "Consulting by Auditors (B): The Compromise and its Fallout." Harvard Business School Case 903-069, January 2003. (Revised September 2004.)
- 2002
- Other Unpublished Work
Legal Management: The Case for a Managed Model for the Delivery of Legal Services
This essay takes a brief look at the innovations in the delivery of legal services made due to the expansion of the pre-paid sector and uses those changes in the power dynamics of the industry to make a compelling case for a more widespread, managed model. The managed...
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Bernstein, Ethan S. "Legal Management: The Case for a Managed Model for the Delivery of Legal Services." December 2002. (Harvard Law School: Bellow-Sacks Access to Civil Legal Services Project.)
- October 2002 (Revised December 2003)
- Case
eShip-4U
By: Roy D. Shapiro and Timothy M. Laseter
eShip is a small Israeli start-up with a potentially exciting new concept for the residential package-delivery value chain--the Automatic Delivery Machine (ADM). Much like today's ubiquitous ATMs, ADMs would allow consumers to have parcels delivered to a nearby ADM...
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Keywords:
Business Startups;
Business Model;
Service Operations;
Logistics;
Corporate Strategy;
Information Technology;
Competitive Strategy;
Value Creation;
Saving;
Innovation and Invention;
Service Industry;
Service Industry;
Service Industry;
Israel;
United States
Shapiro, Roy D., and Timothy M. Laseter. "eShip-4U." Harvard Business School Case 603-076, October 2002. (Revised December 2003.)
- 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...
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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.)
- September 2002 (Revised November 2002)
- Case
Transformation at the IRS
By: Amy C. Edmondson, Frances X. Frei and Corey B. Hajim
Describes the service transformation occurring at the U.S. Internal Revenue Service. Plagued by a history of poor service, enormous complexity, and an insular employee base, the 100,000-person organization grapples with a turnaround process that attempts to change...
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Keywords:
Service Delivery;
Service Operations;
Organizational Structure;
Taxation;
Organizational Culture;
Transformation;
Public Administration Industry;
United States
Edmondson, Amy C., Frances X. Frei, and Corey B. Hajim. "Transformation at the IRS." Harvard Business School Case 603-010, September 2002. (Revised November 2002.)
- September 2002 (Revised January 2013)
- Case
MedCath Corporation (A)
By: Regina E. Herzlinger and Pete Stavros
MedCath is a horizontally integrated chain of heart hospitals that partners with local cardiologists. It claims that its focus leads to better and cheaper results than those of an everything-for-everybody general hospital. Community hospitals generally vehemently...
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Keywords:
Medical Specialties;
Market Entry and Exit;
Service Delivery;
Conflict and Resolution;
Horizontal Integration;
Health Industry
Herzlinger, Regina E., and Pete Stavros. "MedCath Corporation (A)." Harvard Business School Case 303-041, September 2002. (Revised January 2013.)
- September 2002 (Revised October 2002)
- Case
Oklahoma VISION Project
By: Lynda M. Applegate and Susan Saltrick
Describes the two-year-old pilot phase of a public/private initiative in Oklahoma called the Virtual Internet School in Oklahoma Network (VISION) project. VISION was a first-of-its-kind, standards-based, vendor-neutral technology infrastructure developed to enable...
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Keywords:
Measurement and Metrics;
Internet and the Web;
Performance Evaluation;
Technological Innovation;
Partners and Partnerships;
Service Delivery;
Innovation and Management;
Entrepreneurship;
Education;
Information Technology Industry;
Education Industry;
Oklahoma;
Western United States
Applegate, Lynda M., and Susan Saltrick. "Oklahoma VISION Project." Harvard Business School Case 803-015, September 2002. (Revised October 2002.)
- August 2002
- Case
MassEnvelopePlus
By: Rosabeth M. Kanter, Brooke Bartletta and Michelle Heskett
Describes the challenges Steve Grossman, a fourth-generation owner of a small commercial printing company, must face amid industry consolidation, technological changes, and his own run for public office.
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Keywords:
Family Business;
Family Ownership;
Problems and Challenges;
Leadership;
Change Management;
Information Technology;
Personal Development and Career;
Service Delivery;
Service Industry;
Massachusetts
Kanter, Rosabeth M., Brooke Bartletta, and Michelle Heskett. "MassEnvelopePlus." Harvard Business School Case 302-103, August 2002.