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(3,070)
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- News (778)
- Research (1,737)
- Multimedia (8)
- Faculty Publications (786)
Show Results For
-
All HBS Web
(3,070)
- People (11)
- News (778)
- Research (1,737)
- Multimedia (8)
- Faculty Publications (786)
- September – October 2008
- Article
Care Platforms: A Basic Building Block for Care Delivery
By: Richard Bohmer and David Lawrence
Without significant operational reform within the nation's health care delivery organizations, new financing models, payment systems, or structures are unlikely to realize their promise. Adapting insights from high-performing companies in other high-risk, high-cost,...
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Keywords:
Health Care and Treatment;
Management Systems;
Standards;
Service Delivery;
Service Operations;
Business Processes;
Organizational Design;
Customization and Personalization;
Health Industry
Bohmer, Richard, and David Lawrence. "Care Platforms: A Basic Building Block for Care Delivery." Health Affairs 27, no. 5 (September–October 2008).
- 31 Mar 2022
- Op-Ed
Navigating the ‘Bermuda Triangle’ in Professional Services
easy. Small firms operate informally. Continuing an informal approach to management strains performance as a firm grows. Costs begin to increase and errors in operations and service delivery begin to...
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Keywords:
by Ashish Nanda
- May 1993
- Case
Patient Transfusion Services Lab of Central Blood Bank
By: James L. Heskett
The vice president of the Lab and Clinical Services at Central Blood Bank is faced with the challenge of convincing a hospital to use economical shared patient transfusion testing services.
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Keywords:
Health Care and Treatment;
Quality;
Service Operations;
Mathematical Methods;
Customer Satisfaction;
Health Industry
Heskett, James L. "Patient Transfusion Services Lab of Central Blood Bank." Harvard Business School Case 693-091, May 1993.
- 2009
- Working Paper
Applying the Care Delivery Value Chain: HIV/AIDS Care in Resource Poor Settings
By: Joseph Rhatigan, Sachin H Jain, Joia S. Mukherjee and Michael E. Porter
The care delivery value chain is a framework that can help conceptualize the organization and structure of care delivery for medical conditions. We apply this framework to HIV/AIDS care in resource-limited settings. Several conclusions arise than can help inform...
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Keywords:
Customer Value and Value Chain;
Framework;
Health Care and Treatment;
Health Disorders;
Service Delivery
Rhatigan, Joseph, Sachin H Jain, Joia S. Mukherjee, and Michael E. Porter. "Applying the Care Delivery Value Chain: HIV/AIDS Care in Resource Poor Settings." Harvard Business School Working Paper, No. 09-093, February 2009.
- Nov 07 2018
- Short Film
A New Approach to Service
- March 2016 (Revised March 2022)
- Teaching Note
Express Scripts: Promoting Prescription Drug Home Delivery (A) and (B)
By: John Beshears
The pharmacy benefit manager (PBM) sector processes prescription drug claims on behalf of companies that offer a prescription drug benefit to their employees. The case associated with this teaching note follows Bob Nease, chief scientist at Express Scripts, as he...
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Keywords:
Pharmaceuticals;
Prescription Drugs;
Pharmacy Benefit Manager;
PBM;
Healthcare;
Behavioral Economics;
Choice Architecture;
Active Choice;
Service Delivery;
Decision Choices and Conditions;
Consumer Behavior;
Distribution Channels;
Health Care and Treatment;
Service Industry;
Service Industry
- 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.
- Article
DEA Model with Shared Resources and Efficiency Decomposition
By: Yao Chen, Juan Du, H. David Sherman and Joe Zhu
Data envelopment analysis (DEA) has proved to be an excellent approach for measuring performance of decision making units (DMUs) that use multiple inputs to generate multiple outputs. In many real world scenarios, DMUs have a two-stage network process with shared input...
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Chen, Yao, Juan Du, H. David Sherman, and Joe Zhu. "DEA Model with Shared Resources and Efficiency Decomposition." European Journal of Operational Research 207, no. 1 (November 2010): 339–349.
- Web
MBA Registrar Services - MBA
MBA Registrar Services General Inquiries Cross-Registration Services for Alumni Propose an Independent Project Welcome Our Services MBA Registrar View Details
- Research Summary
Consumerism and the Distributed Delivery of Health Care
This stream of Professor Huckman's work examines the growing tendency for health care to be delivered in a more distributed manner. Examples of this phenomenon include health IT, teleradiology, medical travel, remote monitoring of chronic medical conditions, and retail...
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- 2013
- Article
How Concentrated Is the U.S. Advertising and Marketing Services Industry? Myth vs. Reality
By: Alvin J. Silk and Charles King III
We analyze changes in concentration levels in the U.S. Advertising and Marketing Services industry using data from the U.S. Census Bureau's quinquennial Economic Census and the Service Annual Survey. These data, heretofore largely ignored, allow us to redress some of...
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Keywords:
Concentration Levels;
Data;
U.S. Census Bureau’s Quinquennial Economic Census And The Service Annual Survey;
Measurement Problems;
Herfindahl-Hirschman Index;
Concentration Ratios;
Advertising;
Advertising Industry;
North and Central America
Silk, Alvin J., and Charles King III. "How Concentrated Is the U.S. Advertising and Marketing Services Industry? Myth vs. Reality." Journal of Current Issues & Research in Advertising 34, no. 1 (2013): 166–193.
- 2003
- Case
Capston-White's Document Management and Production Services
By: Vijay Govindarajan, Chris Trimble and Julie Lang
The development of multi-function devices that could copy, print, fax, and scan created a convergence in the markets for these devices. Copiers and printers had previously been purchased and managed in very different manners by large organizations. Facing an uncertain...
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Govindarajan, Vijay, Chris Trimble, and Julie Lang. "Capston-White's Document Management and Production Services." 2003. (Case No. 2-0017.)
- 16 May 2005
- Research & Ideas
Confronting the Reality of Web Services
opportunities to use their new language skills. Q: What questions should a CIO or other company leader ask as they consider a Web services project? A: Who are we doing this with? Can we be sure that our partner is in this for the long...
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by Sara Grant
- 22 Jan 2008
- Research & Ideas
New Challenges in Leading Professional Services
current state of professional service firms. Sean Silverthorne: Why is a new definition of leadership needed in professional services? What has changed? Thomas J. DeLong: Professionals in professional View Details
- 01 Apr 1998
- News
Speakers Share Triumphs and Challenges
profits. In his first visit to HBS, Corzine spoke in January to a large Burden Hall audience about opportunities in, and the outlook for, the investment banking sector. He predicted good times ahead for the industry amid strong demand for its View Details
Keywords:
James E. Aisner
- 30 Aug 2018
- News
Sharing a Passion for Art
Groundbreaking for the museum took place three years later. Collecting and Sharing A museum director manages exhibits and oversees daily activities in Voorlinden’s 20 galleries, library, educational space, auditorium, conservator’s...
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- Research Summary
The Role of Information Technology in the Provision of Services
By: James I. Cash
James I. Cash, Jr. is exploring the role of information technology in service management. Specifically, he is studying the implications of the ubiquity of information technology at three levels in service-providing organizations. (In the United States today, service...
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- December 2015 (Revised February 2016)
- Case
Ocado
By: José Alvarez, David E. Bell and Damien McLoughlin
In 2015, U.K.-based Ocado was the world's largest pure player in the online home-delivery grocery business and was gaining a growing share of the highly competitive U.K. grocery market. Ocado had made heavy investments in technology, including a highly automated...
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Keywords:
Ocado;
Grocery;
Retail;
Online Grocery;
Supermarket;
Delivery Models;
Service Models;
United Kingdom;
Technology;
Operations Management;
Digital Platforms;
Competition;
Internet and the Web;
Service Operations;
Service Delivery;
Supply Chain;
Marketing;
Retail Industry;
Food and Beverage Industry;
United Kingdom
- Article
The Electrified Future Is Shared: Mobility Services and Electrification's Pace, Shape
By: Jurgen Weiss
The article examines the potential impacts of new mobility services such as ride sharing and ride hailing on the speed and depth of electrification of personal transportation. The article explores how a shift of transportation towards shared mobility services might...
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Keywords:
Mobility;
Electric Vehicle;
Autonomous Vehicles;
Electricity Demand;
Energy;
Transportation Industry;
Auto Industry;
Energy Industry
Weiss, Jurgen. "The Electrified Future Is Shared: Mobility Services and Electrification's Pace, Shape." Public Utilities Fortnightly PUF 2.0 (February 15, 2018).
- Article
Market Heterogeneity and Local Capacity Decisions in Services
By: Dennis Campbell and Frances X. Frei
We empirically document factors that influence how local operating managers use discretion to balance the tradeoff between service capacity costs and customer sensitivity to service time. Our findings, using data from one of the largest financial services providers in...
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Keywords:
Customer Satisfaction;
Cost;
Standards;
Service Delivery;
Service Operations;
Performance Capacity;
Performance Productivity;
Financial Services Industry;
United States
Campbell, Dennis, and Frances X. Frei. "Market Heterogeneity and Local Capacity Decisions in Services." Manufacturing & Service Operations Management 13, no. 1 (Winter 2011): 2–19. (Lead Article.)