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Show Results For
-
All HBS Web
(11,983)
- People (51)
- News (3,354)
- Research (6,329)
- Events (24)
- Multimedia (85)
- Faculty Publications (4,872)
- January 2005 (Revised November 2009)
- Case
Tata Consultancy Services
By: Rohit Deshpande and Seth Schulman
As CEO of Tata Consultancy Services (TCS), S. "Ram" Ramadorai had grown the company into an emerging IT services powerhouse, with marquee clients such as General Electric, offices in 32 countries, and revenues of nearly $2 billion dollars. Now, he was about to steer...
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Keywords:
Initial Public Offering;
Job Cuts and Outsourcing;
Labor;
Competitive Strategy;
Information Technology;
Consulting Industry;
India;
United States
Deshpande, Rohit, and Seth Schulman. "Tata Consultancy Services." Harvard Business School Case 505-058, January 2005. (Revised November 2009.)
- November 1989
- Background Note
Customer Service
Keywords:
Customers
Cespedes, Frank V. "Customer Service." Harvard Business School Background Note 590-055, November 1989.
- June 1996 (Revised April 2003)
- Case
AeroTech Service Group, Inc.
AeroTech Service Group uses Internet protocols and other advanced computing technologies to interconnect the IS networks of McDonnell-Douglas Aerospace with many of its customers, suppliers, and other partners. The case discusses AeroTech's product and explores options...
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Keywords:
Internet and the Web;
Information Technology;
Information Technology Industry;
Air Transportation Industry
Upton, David M., and Andrew P. McAfee. "AeroTech Service Group, Inc." Harvard Business School Case 696-094, June 1996. (Revised April 2003.)
- 04 Jan 2016
- Video
HBS Operations Administrative Services
- August 2010 (Revised September 2010)
- Case
Paradise Travel Advisory Service
By: Paul W. Marshall, Charles Anthony Miller and Collins Pettus Ward
New managers in a troubled company are faced with developing and implementing a plan to increase revenue in a travel service business.
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Keywords:
Business Plan;
Entrepreneurship;
Borrowing and Debt;
Revenue;
Problems and Challenges;
Travel Industry
Marshall, Paul W., Charles Anthony Miller, and Collins Pettus Ward. "Paradise Travel Advisory Service." Harvard Business School Case 811-020, August 2010. (Revised September 2010.)
- February 2003 (Revised May 2003)
- Case
Mobile Energy Services Company
By: Benjamin C. Esty and Aldo Sesia
When Al "Chainsaw" Dunlap became CEO of the Scott Paper Co., the company owned a large, vertically integrated production facility in Mobile, Alabama. Dunlap sold part of the production facility, a cogeneration power plant (later known as Mobile Energy Services Co.), to...
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Keywords:
Mergers and Acquisitions;
Risk and Uncertainty;
Contracts;
Agreements and Arrangements;
Investment;
Projects;
Vertical Integration;
Energy Sources;
Bonds;
Ownership;
Restructuring;
Energy Industry;
Alabama
Esty, Benjamin C., and Aldo Sesia. "Mobile Energy Services Company." Harvard Business School Case 203-061, February 2003. (Revised May 2003.)
- Jan 23 2017
- Interview
Rethinking Service Design and Delivery
- October 1987 (Revised March 1989)
- Case
United Parcel Service (B)
With expansion into other countries (Germany), new areas of service (air express), and new ventures (two small acquisitions), UPS had to decide how to adjust its human resource policies to businesses and people which were substantially different from its traditional...
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Keywords:
Organizational Change and Adaptation;
Expansion;
Organizational Culture;
Human Resources;
Service Industry;
Germany;
United States
Sonnenfeld, Jeffrey A. "United Parcel Service (B)." Harvard Business School Case 488-017, October 1987. (Revised March 1989.)
- April 2005 (Revised November 2005)
- Case
Tata Consultancy Services Iberoamerica
By: Michael Chu and Gustavo Herrero
To launch its Latin American operations, the Indian IT giant Tata Consultancy Services recruits a seasoned executive who becomes the only non-Indian member of senior management. Reviews the start-up operations, from the site selection to staffing and training, the...
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Keywords:
Business Startups;
Developing Countries and Economies;
Initial Public Offering;
Investment;
Globalization;
Human Resources;
Selection and Staffing;
Management Teams;
Emerging Markets;
Problems and Challenges;
Consulting Industry;
Latin America
Chu, Michael, and Gustavo Herrero. "Tata Consultancy Services Iberoamerica." Harvard Business School Case 705-020, April 2005. (Revised November 2005.)
- January 2002 (Revised August 2004)
- Case
Massachusetts Financial Services
By: Brian J. Hall and Jonathan Lim
This case describes the compensation and performance evaluations at an investment management company. The senior management team of Massachusetts Financial Services (MFS) Investment Management was contemplating an introduction of hedge funds at the firm, but many...
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Keywords:
Motivation and Incentives;
Organizational Culture;
Performance Evaluation;
Management Teams;
Compensation and Benefits;
Financial Services Industry;
Massachusetts
Hall, Brian J., and Jonathan Lim. "Massachusetts Financial Services." Harvard Business School Case 902-132, January 2002. (Revised August 2004.)
- 2023
- Working Paper
Geographies of Discontent: Public Service Deprivation and the Rise of the Far Right in Italy
By: Simone Cremaschi, Paula Rettl, Marco Cappelluti and Catherine E. De Vries
Electoral support for far-right parties is often linked to geographies of discontent.
We argue that public service deprivation, defined as reduced access to public services
at the local level, plays an important role in explaining these patterns. By exploiting
an...
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Keywords:
Election Outcomes;
Electoral Behavior;
Political Affiliation;
Political Culture;
Public Service;
Political Elections;
Policy;
Government and Politics;
Surveys;
Geographic Location;
Immigration;
Europe;
Italy
Cremaschi, Simone, Paula Rettl, Marco Cappelluti, and Catherine E. De Vries. "Geographies of Discontent: Public Service Deprivation and the Rise of the Far Right in Italy." Harvard Business School Working Paper, No. 24-024, November 2023.
- July 2002 (Revised March 2003)
- Case
North East Medical Services
By: Thomas J. DeLong and Wendy Carter
Sophie Wong, president and CEO of North East Medical Services, a health care organization dedicated to serving the underprivileged Asian American community in San Francisco, must decide how to reposition the organization to serve patients from multiple income levels...
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Keywords:
Health Care and Treatment;
Human Resources;
Leadership;
Business and Stakeholder Relations;
Health Industry;
San Francisco
DeLong, Thomas J., and Wendy Carter. "North East Medical Services." Harvard Business School Case 403-002, July 2002. (Revised March 2003.)
- April 1993 (Revised May 1994)
- Case
Prodigy Services Company (A)
By: Lynn S. Paine
Top executives of Prodigy Services Co. must decide how to respond when publicly accused of allowing anti-Semitic messages to be posted on the electronic bulletin boards of the company's interactive computer service. Can they defend free expression while at the same...
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Keywords:
Ethics;
Values and Beliefs;
Communication Intention and Meaning;
Information Technology;
Decision Making;
Law;
Management Teams;
Information Technology Industry
Paine, Lynn S. "Prodigy Services Company (A)." Harvard Business School Case 393-126, April 1993. (Revised May 1994.)
- October 1987 (Revised March 1992)
- Case
United Parcel Service (A)
United Parcel Service (UPS) in 1987 faced serious challenges to its long-standing policies of on-the-job training and promotion from within. Increased competition in its traditional business of ground transport found UPS lagging in computerization and in need of...
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Keywords:
Organizational Change and Adaptation;
Information Technology;
Organizational Culture;
Human Resources;
Service Industry;
United States
Sonnenfeld, Jeffrey A. "United Parcel Service (A)." Harvard Business School Case 488-016, October 1987. (Revised March 1992.)
- Web
Research Computing Services
Personalized support for the HBS community on topics ranging from AI & advanced statistical analyses to high performance computing. Services Statistical & Data Services RCS provides consulting View Details
- December 1992 (Revised June 1993)
- Case
ACTC Customer Service Department
Focuses on the young general manager of a new cable TV system and on its customer service department. Jeanne LaFrance, the general manager, has an uneasy feeling about the way in which the department is being managed. She sees symptoms of what she suspects are serious...
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Keywords:
Management;
Problems and Challenges;
Planning;
Customer Focus and Relationships;
Performance Evaluation;
Telecommunications Industry
Roberts, Michael J. "ACTC Customer Service Department." Harvard Business School Case 393-056, December 1992. (Revised June 1993.)
- April 2003 (Revised October 2003)
- Background Note
Leading Public Professional Service Organizations
By: Ashish Nanda
Public professional service organizations (PPSOs) are professional service organizations that serve the public. This case describes the unique challenges facing PPSO leaders.
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Nanda, Ashish. "Leading Public Professional Service Organizations." Harvard Business School Background Note 903-123, April 2003. (Revised October 2003.)
- April 2006
- Background Note
Designing Sustainable Service Models
By: Frances X. Frei
Taught as the second module in a Harvard Business School course on Managing Service Operations. Addresses the challenge of designing service models that effectively incorporate a customer operating role, as well as how to align operations to deliver value to both the...
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Keywords:
Business Model;
Customers;
Design;
Managerial Roles;
Consumer Behavior;
Service Operations;
Power and Influence;
Value
Frei, Frances X. "Designing Sustainable Service Models." Harvard Business School Background Note 606-031, April 2006.
- 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...
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- September 1998 (Revised May 1999)
- Case
Strategic Services at Andersen Consulting
By: Thomas J. DeLong, Catherine M. Conneely and Abby J. Hansen PHD
Bill Copacino, Andersen Consulting's managing partner of Strategic Services Americas, needed to submit his recommendation to Peter Fuchs, Strategic Services worldwide director, for the operating plan for Strategic Services Americas for fiscal year 1999. Strategic...
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Keywords:
Strategic Planning;
Recruitment;
Organizational Culture;
Expansion;
Business Units;
Consulting Industry
DeLong, Thomas J., Catherine M. Conneely, and Abby J. Hansen PHD. "Strategic Services at Andersen Consulting." Harvard Business School Case 899-065, September 1998. (Revised May 1999.)