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- Teaching Interest
Managing Service Operations - MBA Elective Curriculum
By: Ryan W. Buell
World-class service organizations deeply understand the needs and behaviors of their customers, and design, manage, and improve their operating models accordingly. This course investigates the distinct challenges inherent in leading service operations, which make up... View Details
- Research Summary
Managing Service Operations Course Development
By: Frances X. Frei
Managing Service Operations is an Elective Curriculum course taught at HBS.
Over thirty cases and exercises have been created for the course. For a list of
the cases developed for this course, please see the Publications link below.
For the most recent syllabus,...
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- Research Summary
Managing sustainability in supply chains
I am examining codes of conduct, management process standards, and government voluntary programs that address environmental and labor issues, seeking to understand what enables some of these programs to actually deliver on their promise of distinguishing organizations...
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- Research Summary
Managing the Operating Role of Customers
By: Frances X. Frei
Customers in operating roles introduce considerable variability into the production environment including differences in the demands they impose on the environment and the unpredictability of those demands. When customers are the source of production variability, the...
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- Teaching Interest
Overview
Course Requirements
Students are required to prepare a business plan, which employs the framework of this course, to explore an entrepreneurial opportunity in health care, and to evaluate their classmates' plans.
Career Focus
For... View Details
Students are required to prepare a business plan, which employs the framework of this course, to explore an entrepreneurial opportunity in health care, and to evaluate their classmates' plans.
Career Focus
For... View Details
- Research Summary
Overview
By: Ryan W. Buell
From creating flight itineraries online, to interacting with tellers to complete complex banking transactions, to engaging with the government to address civic problems, customers are playing an increasingly vital role in the performance of operations in a broadening...
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Keywords:
Service Operations;
Customer Satisfaction;
Customer Retention;
Customer Behavior;
Operational Transparency;
Customer Compatibility;
Engagement;
Customers;
Decision Making;
Design;
Management;
Operations;
Quality;
Relationships;
Social Psychology;
Technology;
Value;
Service Industry;
Service Industry;
Service Industry;
Service Industry;
Service Industry;
Service Industry
- Research Summary
Overview
By: Antonio Moreno
One major theme of Professor Moreno’s research has been retail channel integration and so-called “omnichannel retail.” In omnichannel retail, retailers provide their customers with a shopping experience that may involve different channels in a way that aims to be...
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Keywords:
Omnichannel;
Omni-channel;
Omnichannel Retail;
Omnichannel Retailing;
Retail;
Customer Value and Value Chain;
Information Management;
Technological Innovation;
Distribution;
Distribution Channels;
Logistics;
Product;
Product Design;
Service Delivery;
Supply Chain;
Supply Chain Management;
Information Technology;
Internet;
Online Technology;
Technology Adoption;
Technology Platform;
Service Industry;
Service Industry;
Service Industry;
Europe;
Spain;
Latin America
- Research Summary
Overview
Winner of the Harvard Business School outstanding teacher award and research awards from U.S. and international health care and accounting organizations: 2016 “60 of the Most Powerful People in Healthcare in 2016,” Becker’s Hospital Review, January 3, 2017 ; 2014 ...
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- Research Summary
Overview
Rayport focuses his teaching and research on launching and scaling technology ventures, with emphasis on digital media, e-commerce, and multi-channel retail.
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Keywords:
Entrepreneurial Management;
Digital Marketing;
Digital Innovation;
Digital Media;
E-commerce;
E-Commerce Strategy;
"Marketing Analytics";
Advertising Technology;
Technology Entrepreneurship;
Entrepreneurship;
Technological Innovation;
Marketing Strategy;
Service Operations;
Technology Industry;
Retail Industry;
Media and Broadcasting Industry;
Consumer Products Industry;
United States;
European Union;
China
- Teaching Interest
Strategy and Technology
By: Andy Wu
The Strategy and Technology elective course explores the unique aspects of creating effective strategies for technology-intensive businesses.
- What strategies win in markets with network effects?
- How can technology be... View Details
Keywords:
Innovation and Management;
Innovation Leadership;
Innovation Strategy;
Technological Innovation;
Patents;
Business Strategy;
Competitive Advantage;
Competitive Strategy;
Hardware;
Information Technology;
Internet;
Mobile Technology;
Online Technology;
Search Technology;
Software;
Technology Adoption;
Technology Networks;
Technology Platform;
Web Services Industry;
Web Services Industry;
Web Services Industry;
Web Services Industry;
Web Services Industry;
Web Services Industry;
Web Services Industry;
Web Services Industry;
Web Services Industry
- Teaching Interest
Technology and Operations Management
This course is taught in the MBA required curriculum. It provides students with the foundations necessary to be effective operating managers. During the course students learn to analyze decisions that drive the design, planning, and execution of the activities that...
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- Teaching Interest
Technology and Operations Management
By: Chiara Farronato
This course is taught in the MBA required curriculum. It provides students with the foundations necessary to be effective operating managers. During the course students learn to analyze decisions that drive the design, planning, and execution of the activities that...
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