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Show Results For
-
All HBS Web
(11,840)
- People (51)
- News (3,350)
- Research (6,327)
- Events (24)
- Multimedia (83)
- Faculty Publications (4,874)
- 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.)
- 01 Feb 2000
- News
Financial Services 24/7
a routine part of most people's lives, there is no doubt that technology - especially Internet technology - is having a huge impact on the financial services industry. With much hype and headlines, Web trading has revolutionized the...
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Keywords:
Susan Young
- 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.)
- 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
- 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.
- July 1996 (Revised January 2024)
- Case
THG Management Services
By: Regina E. Herzlinger and D. Scott Lurding
THG Management is in the second module of the Innovating in Health Care course that discusses how to start an innovative health care firm, in this case, a firm that deals with health insurance. THG Management, now bankrupt, examines the risks of lack of diversification...
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Keywords:
Managed Care;
Capitation;
Entrepreneurship;
Insurance;
Health Care and Treatment;
Risk Management;
Motivation and Incentives;
Expansion;
Health Industry;
Insurance Industry
Herzlinger, Regina E., and D. Scott Lurding. "THG Management Services." Harvard Business School Case 197-011, July 1996. (Revised January 2024.)
- July–August 1989
- Article
The Service Factory
By: David A. Garvin and Richard B. Chase
Garvin, David A., and Richard B. Chase. "The Service Factory." Harvard Business Review 67, no. 4 (July–August 1989).
- October 2004 (Revised March 2006)
- Background Note
Compensation in Professional Service Firms
By: Ashish Nanda
Discusses the compensation of professionals--partners and nonpartners--in a professional services firm. Discusses the considerations that determine the choice of compensation systems and the interrelationship between compensation and other human resources management...
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Nanda, Ashish, and Lauren Prusiner. "Compensation in Professional Service Firms." Harvard Business School Background Note 905-039, October 2004. (Revised March 2006.)
- 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...
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- 23 May 2012
- News
Start-Up Customer Service 101
- 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.
- December 1998
- Background Note
Retail Financial Services in 1998
By: Stephen P. Bradley and Takia Mahmood
Provides an overview of the current restructuring that is taking place in the retail financial services industry. Provides a brief overview of the structural changes in banking, brokerage, insurance, and mutual funds. Used as background for examining the strategies of...
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Keywords:
Economic Sectors;
Economy;
Financial Institutions;
Financial Markets;
Industry Growth;
Strategy;
Competitive Strategy;
Financial Services Industry;
Financial Services Industry
Bradley, Stephen P., and Takia Mahmood. "Retail Financial Services in 1998." Harvard Business School Background Note 799-051, December 1998.
- October 2004 (Revised July 2006)
- Background Note
The Professional Services Course
By: Ashish Nanda
Outlines the conceptual framework, module structure, and service flow of an MBA course on professional services.
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Nanda, Ashish. "The Professional Services Course." Harvard Business School Background Note 905-046, October 2004. (Revised July 2006.)
- Teaching Interest
Leading Professional Service Firms
By: Andy Wu
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...
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- 2024
- Working Paper
You've Got Mail! The Late 19th Century U.S. Postal Service Expansion, Entrepreneurship, and Firm Performance
By: Astrid Marinoni and Maria P. Roche
We analyze the impact of the US Postal Service's expansion in the late 1800s on firm creation and performance. Exploiting novel data constructed from digitized archives on historic business establishments, post office locations, and road network characteristics in...
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Keywords:
Institutional Innovation;
Knowledge Exchange;
US Postal Service;
Firm Performance;
Infrastructure;
Expansion;
Government Administration;
Communication;
Business History;
Entrepreneurship;
Public Administration Industry;
California
Marinoni, Astrid, and Maria P. Roche. "You've Got Mail! The Late 19th-Century U.S. Postal Service Expansion, Firm Creation, and Firm Performance." Harvard Business School Working Paper, No. 23-022, October 2022. (Revised March 2024.)
- March 2013
- Case
Massachusetts Financial Services (Abridged)
By: Brian J. Hall and Karen Huang
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:
Compensation;
Incentives;
Investment Management;
Performance Measurement;
Portfolio Management;
Motivation and Incentives;
Asset Management;
Performance Evaluation;
Compensation and Benefits;
Financial Services Industry;
Massachusetts
Hall, Brian J., and Karen Huang. "Massachusetts Financial Services (Abridged)." Harvard Business School Case 913-036, March 2013.
- October 2014
- Case
CreditEase: Providing Credit and Financial Services for China's Underclass
By: Lena G. Goldberg, Paul Healy and Nancy Hua Dai
In 2013 Ning Tang, who in 2006 founded CreditEase as a broker of P2P loans to unbanked individuals and small businesses in China, confronts the challenges of rapid growth and expansion in a changing regulatory environment. CreditEase needs to develop technology to...
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Keywords:
P2P Lending;
HNW Products And Services;
Business Growth;
Business Start-ups;
Government Regulation;
Change Management;
Credit;
Microcredit;
Banking;
Innovation And Management;
Developing Countries And Economies;
Corporate Entrepreneurship;
Social Entrepreneurship;
Law;
Financing and Loans;
Change;
China
Goldberg, Lena G., Paul Healy, and Nancy Hua Dai. "CreditEase: Providing Credit and Financial Services for China's Underclass." Harvard Business School Case 315-027, October 2014.
- June 2014 (Revised January 2017)
- Supplement
YAAS's Service Center (C)
By: Brian Hall and Sara del Nido
This case is about a compensation change at an automotive service company in the Middle East. The case allows investigation and analysis of many issues related to compensation design and human resource management, and even change management. The focus of the case is...
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Keywords:
Compensation;
Emotions;
Values;
Human Resources;
Labor;
Negotiation;
Organizations;
Social Psychology;
Value Creation;
Motivation and Incentives;
Service Industry;
Service Industry;
Kuwait;
Middle East
Hall, Brian, and Sara del Nido. "YAAS's Service Center (C)." Harvard Business School Supplement 914-051, June 2014. (Revised January 2017.)
- 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...
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Keywords:
Goals and Objectives;
Service Delivery;
Success;
Failure;
Management Skills;
Service Industry
Schlesinger, Leonard A., and James Heskett. "Breaking the Cycle of Failure in Services." MIT Sloan Management Review 32, no. 3 (spring 1991): 17–28.