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Show Results For
-
All HBS Web
(4,819)
- People (27)
- News (1,213)
- Research (2,694)
- Events (13)
- Multimedia (9)
- Faculty Publications (1,465)
- April 1999
- Case
Inktomi: Scaling the Internet
By: Marco Iansiti, Myra M. Hart and Richard Bergin
Presents the early months of Inktomi, a company that invented the world's first truly scalable architecture for the Internet. This core technology provides a platform for a variety of innovative applications. The company must decide the direction it wants to take.
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Iansiti, Marco, Myra M. Hart, and Richard Bergin. "Inktomi: Scaling the Internet." Harvard Business School Case 699-156, April 1999.
- October 2008 (Revised February 2012)
- Case
Amazon Web Services
By: Robert S. Huckman, Gary P. Pisano and Liz Kind
Considers the development of Amazon Web Services (AWS), a division of Amazon.com, Inc., specializing in the provision of web-based storage and computing services to web developers. The case focuses on the issues facing Andy Jassy, the head of AWS, in 2008 as AWS faces...
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Keywords:
Price;
Market Entry and Exit;
Service Operations;
Competition;
Diversification;
Web Services Industry;
Web Services Industry
Huckman, Robert S., Gary P. Pisano, and Liz Kind. "Amazon Web Services." Harvard Business School Case 609-048, October 2008. (Revised February 2012.)
- March 2001 (Revised March 2002)
- Background Note
Service Recovery
Discusses the value of service recovery to service organizations working to enhance customer loyalty. Also provides practical advice to managers and examines strategies proven helpful to service organizations in their recovery objectives.
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Hallowell, Roger H. "Service Recovery." Harvard Business School Background Note 801-342, March 2001. (Revised March 2002.)
- Article
A Feasibility Study Using Time-driven Activity-based Costing as a Management Tool for Provider Cost Estimation: Lessons from the National TB Control Program in Zimbabwe in 2018
By: J. Chirenda, B. Nhlema Simwaka, C. Sandy, K. Bodnar, S. Corbin, P. Desai, T. Mapako, S. Shamu, C. Timire, E. Antonio, A. Makone, A. Birikorang, T. Mapuranga, M. Ngwenya, T. Masunda, M. Dube, E. Wandwalo, L. Morrison and R. S. Kaplan
Background: This study used process maps and time-driven activity-based costing to document TB service delivery processes. The analysis identified the resources required to sustain TB services in Zimbabwe, as well as several opportunities for more effective and...
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Keywords:
Time-Driven Activity-Based Costing;
Provider Cost;
Health Care and Treatment;
Cost Management;
Activity Based Costing and Management;
Zimbabwe
Chirenda, J., B. Nhlema Simwaka, C. Sandy, K. Bodnar, S. Corbin, P. Desai, T. Mapako, S. Shamu, C. Timire, E. Antonio, A. Makone, A. Birikorang, T. Mapuranga, M. Ngwenya, T. Masunda, M. Dube, E. Wandwalo, L. Morrison, and R. S. Kaplan. "A Feasibility Study Using Time-driven Activity-based Costing as a Management Tool for Provider Cost Estimation: Lessons from the National TB Control Program in Zimbabwe in 2018." BMC Health Services Research 21, no. 242 (2021).
- February 2021 (Revised May 2021)
- Case
SafeGraph: Selling Data as a Service
By: Ramana Nanda, Abhishek Nagaraj and Allison Ciechanover
Set in January 2021, the CEO of SafeGraph, a four-year-old startup that sold Data as a Service, looked to the future. His aim was to become the most trusted source for data about a physical place. The company provided points of interest (POI) and foot traffic data on...
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Keywords:
Data As A Service;
Monetization;
Pricing;
Business Startups;
Analytics and Data Science;
Consumer Behavior;
Analysis;
Business Model;
Health Pandemics;
Information Industry;
United States
Nanda, Ramana, Abhishek Nagaraj, and Allison Ciechanover. "SafeGraph: Selling Data as a Service." Harvard Business School Case 821-082, February 2021. (Revised May 2021.)
- 04 Jun 2014
- What Do You Think?
Does Internet Technology Threaten Brand Loyalty?
service on the Internet "could never have happen(ed) before and pose(s) a threat to brand loyalty." If there is a weakness in your offering you are at risk. Others were reluctant to reach such a...
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- March 1993 (Revised April 1995)
- Case
IBM After-Sales Service
IBM has established a service delivery system to provide service and maintenance parts for its installed base of computers. The case outlines the competitive pressures IBM faces from alternative providers of maintenance services (e.g. other OEMs, third-party...
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Keywords:
Service Delivery;
Service Operations;
Supply Chain;
Supply Chain Management;
Logistics;
Operations;
Distribution;
Customer Focus and Relationships;
Competitive Strategy;
Computer Industry
Hammond, Janice H. "IBM After-Sales Service." Harvard Business School Case 693-001, March 1993. (Revised April 1995.)
- July 1999 (Revised January 2000)
- Case
Yahoo!: Business on Internet Time
By: Jan W. Rivkin and Jay R. Girotto
In the wake of major competitive moves, CEO Tim Koogle and his senior team at Yahoo!, an Internet portal, must decide whether and how to adjust their strategy. Following deals between AOL and Netscape, Excite and @Home, Infoseek and Disney, and Snap and NBS, Yahoo!...
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Keywords:
Competitive Strategy;
Growth and Development Strategy;
Business Strategy;
Organizational Structure;
Industry Structures;
Internet and the Web;
Risk Management;
Technological Innovation;
Business or Company Management;
Web Services Industry;
Web Services Industry
Rivkin, Jan W., and Jay R. Girotto. "Yahoo!: Business on Internet Time." Harvard Business School Case 700-013, July 1999. (Revised January 2000.)
- 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.)
- October 2003 (Revised January 2016)
- Supplement
The BCPC Internet Strategy Team: Robin Rhee
By: Amy C. Edmondson and Laura Feldman
Accompanies The BCPC Internet Strategy Team: An Exercise and provides unique background information on one of the team members.
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Keywords:
Decision Making;
Knowledge Sharing;
Groups and Teams;
Behavior;
Perspective;
Strategy;
Cooperation;
Telecommunications Industry
Edmondson, Amy C., and Laura Feldman. "The BCPC Internet Strategy Team: Robin Rhee." Harvard Business School Supplement 604-041, October 2003. (Revised January 2016.)
- October 2003 (Revised January 2016)
- Supplement
The BCPC Internet Strategy Team: Chris Berkowitz
By: Amy C. Edmondson and Laura Feldman
Accompanies The BCPC Internet Strategy Team: An Exercise and provides unique background information on one of the team members.
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Edmondson, Amy C., and Laura Feldman. "The BCPC Internet Strategy Team: Chris Berkowitz." Harvard Business School Supplement 604-037, October 2003. (Revised January 2016.)
Service Productivity Management
Here is an in-depth guide to the most powerful available benchmarking technique for improving service organization performance — Data Envelopment Analysis (DEA). The book outlines DEA as a benchmarking technique, identifies high cost service units, isolates...
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- November 2011
- Case
Comfort Class Transport: Does Customer Service Need an Overhaul?
By: Michael J Roberts and Paul E. Morrison
The general manager of a chauffeured limousine transport company is concerned about underperformance at the company's customer service call center. The eight-person call center handles almost all customer interaction including discussing company services with...
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Keywords:
Capacity Utilization;
Supply & Demand;
Operations Management;
Customer Service;
Management;
Demand and Consumers;
Service Operations;
Order Taking and Fulfillment;
Performance Capacity;
Customer Satisfaction;
Transportation Industry
Roberts, Michael J., and Paul E. Morrison. "Comfort Class Transport: Does Customer Service Need an Overhaul?" Harvard Business School Brief Case 114-374, November 2011.
- 24 May 2018
- Research & Ideas
Distance Still Matters in Business, Despite the Internet
wireless—varies dramatically by location, especially when comparing urban and low-density locations, but even when comparing one city to another. On a different dimension, the types of employment affiliated with implementing frontier View Details
Keywords:
by Sean Silverthorne;
Transportation;
Telecommunications;
Shipping;
Publishing;
Technology
- March 2002 (Revised October 2002)
- Background Note
Service on the Internet: The Effect of Physical Service on Scalability
Develops a framework for exploring the idea of, how service affects the economics of Internet organizations. Development of the framework requires an understanding of the different forms service takes in organizations that conduct business through the Internet. These...
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Hallowell, Roger H. "Service on the Internet: The Effect of Physical Service on Scalability." Harvard Business School Background Note 802-146, March 2002. (Revised October 2002.)
- 2017
- Working Paper
Inequality in Knowledge Repository Use in Scaling Service Operations
By: Melissa A. Valentine, Tom Fangyun Tan, Bradley R. Staats and Amy C. Edmondson
To scale service operations requires sharing knowledge across the organization. However, prior work highlights that individuals on the periphery of organizational knowledge sharing networks may struggle to access useful knowledge at work. A knowledge repository (KR)...
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Keywords:
Knowledge Repository;
Scaling Service Operations;
Fluid Teams;
Groups and Teams;
Knowledge Management;
Performance
Valentine, Melissa A., Tom Fangyun Tan, Bradley R. Staats, and Amy C. Edmondson. "Inequality in Knowledge Repository Use in Scaling Service Operations." Harvard Business School Working Paper, No. 13-001, July 2012. (Revised August 2017.)
- TeachingInterests
Managing Service Operations
By: Frances X. Frei
Managing Service Operations (MSO) focuses on how firms can deliver excellent service while achieving business success. This involves a deep understanding of customers, competitors, and the firm's internal mechanisms.
Career Focus
Managing Service... View Details
- 01 Apr 2002
- News
Charting the Luminary Leadership in Professional Service Firms
research plus their own wealth of practical and academic experience to examine the unique challenges of leadership in professional service firms. The result of what may be the first-ever collaboration between an HBS faculty author and a...
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- 2006
- Book
Service Productivity Management: Improving Service Performance Using Data Envelopment Analysis
By: H. David Sherman and Joe Zhu
Here is an in-depth guide to the most powerful available benchmarking technique for improving service organization performance—Data Envelopment Analysis (DEA). The book outlines DEA as a benchmarking technique, identifies high cost service units, isolates specific...
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Sherman, H. David, and Joe Zhu. Service Productivity Management: Improving Service Performance Using Data Envelopment Analysis. Boston, MA: Springer, 2006.