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  • Article

Fighting Bias on the Front Lines
By: Alexandra C. Feldberg and Tami Kim
Most companies aim for exceptional customer service, but too few are attentive to the subtle discrimination by frontline employees that can alienate customers, lead to lawsuits, or even cause lasting brand damage by going viral.
This article presents research...  View Details
Keywords: Customer Service; Customer Focus and Relationships; Service Delivery; Diversity; Prejudice and Bias; Organizational Change and Adaptation
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  • August 2021
  • Case

Yummy: Delivering Value to Venezuela
By: Ayelet Israeli, Jenyfeer Martinez Buitrago and Carla Larangeira
By June 2021, Yummy had become Venezuela’s first and largest food delivery app and last-mile logistics company. In Caracas, the nation’s capital, Yummy held a 55% market share, while operations in other cities had already started to take place, including in three of...  View Details
Keywords: Online Technology; Health Pandemics; Business Startups; Growth and Development Strategy; Expansion
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  • August 2021
  • Teaching Note

Fair Park Covid-19 Mass Vaccination Site (A) and (B)
By: Willy Shih
Teaching Note for HBS Case Nos. 622-003 and 622-004.  View Details
Keywords: Operations Improvement; Operations And Processes; Toyota Production System; Operations; Service Operations; Health Pandemics; Service Delivery; Problems and Challenges; Goals and Objectives; Measurement and Metrics; Health Industry; United States
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  • August 2021
  • Supplement

Fair Park Covid-19 Mass Vaccination Site (B)
By: Willy Shih
This case is an opportunity to apply the methods of the Toyota Production System (TPS) to the analysis of an everyday service application: administering Covid-19 vaccines. It describes the start-up of a drive-up Covid-19 mass vaccination site at the Texas State Fair...  View Details
Keywords: Operations Management; Operations Improvement; Operations And Processes; Toyota Production System; Operations; Service Operations; Health Pandemics; Service Delivery; Problems and Challenges; Goals and Objectives; Measurement and Metrics; Health Industry; United States
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  • 2021
  • Working Paper

Multiple Team Membership, Turnover, and On-Time Delivery: Evidence from Construction Services
By: Hise O. Gibson, Bradely R. Staats and Ananth Raman
Firms who want to compete in dynamic markets are finding that they must build more agile operations to ensure success. One way for a firm to increase organizational agility is to allocate employees to multiple project teams, simultaneously—a practice known as multiple...  View Details
Keywords: Multiple Team Membership; Turnover; Fluid Teams; Project Management; Groups and Teams; Projects; Management; Performance
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  • June 15, 2021
  • Article

Cutting the Gordian Knot of Employee Health Care Benefits and Costs: A Corporate Model Built on Employee Choice
By: Regina E. Herzlinger and Barak D. Richman
President Joe Biden’s promise to give every American access to affordable health insurance is well-intentioned, but his plan’s policy elements—a public option, a permanent expanded tax credit—require congressional approval and would expend significant political and...  View Details
Keywords: Health Insurance; Health Insurance Marketplaces; Health Care Delivery; Health Care Financing; Health Care Industry; Health Care and Treatment; Insurance; Service Delivery; Cost Management; Health Industry; United States
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  • May 2021
  • Simulation

Customer Compatibility Exercise Application
By: Ryan W. Buell
Customers impose considerable variability on the operating systems of service organizations. They show up when they wish (arrival variability), they ask for different things (request variability), they vary in their willingness and ability to help themselves (effort...  View Details
Keywords: Customer Compatibility; Customer Relationship Management; Strategy; Service Operations; Service Delivery; Performance Efficiency; Analysis
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  • May 2021
  • Supplement

Hello Alfred: Come Home Happy — Operating the Business Model Exercise, Instructor Version
By: Joseph B. Fuller and Christopher Payton
On a mission to "automate the on-demand economy," Harvard Business School classmates Marcela Sapone and Jessica Beck launched Hello Alfred in 2013 to provide subscribers with an "Alfred" to complete various chores for a monthly fee. In early 2016, the company has built...  View Details
Keywords: Growth and Development Strategy; Online Technology; Business Startups; Service Operations; Mobile Technology; Service Industry; New York (city, NY); Boston
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  • April 2021
  • Case

Glovo: Expanding Quick Commerce
By: Antonio Moreno and James Barnett
In March 2021, delivery app CEO Oscar Pierre and his team consider strategies to grow Glovo’s quick commerce delivery service and to approach their expansion in Kenya.  View Details
Keywords: Decision Making; Entrepreneurship; Food; Global Strategy; Operations; Strategy; Web Services Industry; Web Services Industry; Web Services Industry; Africa; Kenya; Nairobi; Europe; Spain; Barcelona; Middle East; Central America; South America
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  • April 2021
  • Supplement

Buy Online, Pickup in Store: CEO Supplement
By: Antonio Moreno, Santiago Gallino and Amy Klopfenstein
In April 2019, Sylvarella CEO Sylvia Coparella must assess the impact of the company’s Buy Online, Pickup in Store (BOPS) program on her company’s overall sales. To do so, she must review analyses of both e-commerce and brick-and-mortar sales data and compare the...  View Details
Keywords: Operations; Service Delivery; Logistics; Infrastructure; Distribution Channels; Order Taking and Fulfillment; Analysis; Retail Industry; Apparel and Accessories Industry; United States; Canada
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  • April 2021
  • Case

Buy Online, Pickup in Store: Evaluating an Omnichannel Intervention in Retail
By: Antonio Moreno, Santiago Gallino and Amy Klopfenstein
In October 2018, fashion, wellness, and beauty retailer Sylvarella implemented a Buy Online, Pickup in Store (BOPS) program in an attempt to counteract a sales decline. While BOPS had the potential to meet customer expectations for a seamless order and fulfillment...  View Details
Keywords: Operations; Service Delivery; Logistics; Infrastructure; Distribution Channels; Order Taking and Fulfillment; Analysis; Retail Industry; Apparel and Accessories Industry; United States; Canada
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  • April 2021
  • Supplement

Buy Online, Pickup in Store: Vice President of E-Commerce Supplement
By: Antonio Moreno, Santiago Gallino and Amy Klopfenstein
In April 2019, Sylvarella VP of E-Commerce Charla Limont must review an analysis of her department’s sales data to determine the impact of the company’s Buy Online, Pickup in Store (BOPS) program. The program implementation created significant problems for the...  View Details
Keywords: Operations; Service Delivery; Logistics; Infrastructure; Distribution Channels; Order Taking and Fulfillment; Analysis; Retail Industry; Apparel and Accessories Industry; United States; Canada
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  • April 2021
  • Supplement

Buy Online, Pickup in Store: Vice President of Store Operations Supplement
By: Antonio Moreno, Santiago Gallino and Amy Klopfenstein
In April 2019, Sylvarella VP of Store Operations Axley Vega must review an analysis of her department’s sales data to determine the impact of the company’s Buy Online, Pickup in Store (BOPS) program. BOPS implementation created significant problems for the store...  View Details
Keywords: Operations; Service Delivery; Logistics; Infrastructure; Distribution Channels; Order Taking and Fulfillment; Analysis; Retail Industry; Apparel and Accessories Industry; United States; Canada
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  • Article

Ten Year Sunset Rule for Healthcare Regulation Is a Nonstarter and Discouragement to Post-COVID-19 Investment
By: Regina E. Herzlinger and Eugene Schneller
U.S. healthcare delivery has not benefitted from the same productivity growth as many other service industries, such as bricks and mortar retailing, a loss that has gravely diminished cost control and access. Regulatory capture, which creates barriers to venture...  View Details
Keywords: Health Care; COVID-19; Regulation; Health Care and Treatment; Health Pandemics; Governing Rules, Regulations, and Reforms; Investment
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  • 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...  View Details
Keywords: Time-Driven Activity-Based Costing; Provider Cost; Health Care and Treatment; Cost Management; Activity Based Costing and Management; Zimbabwe
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  • February 2021
  • Case

Enterprise Agility at Komerční Banka
By: Euvin Naidoo, Suraj Srinivasan and Sarah Gulick
In 2017, Jan Juchelka, the new CEO of Komerční Banka, identified the need for the bank to start an enterprise wide agile transformation. He started by working to create a sense of urgency to kick-start a process to enable the level of service delivery to customers he...  View Details
Keywords: Agile; Agility; Transformation; Organizational Structure; Business Headquarters; Management Analysis, Tools, and Techniques; Management Systems; Banking Industry; Czech Republic
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  • January 28, 2021
  • Other Article

Lessons from the U.S.'s Rocky Vaccine Rollout
By: Robert S. Huckman and Bradley R. Staats
The rocky rollout of the COVID-19 vaccines is emblematic of many of the problems with the U.S. health care system. The United States is blessed with highly trained, excellent, and compassionate care providers and terrific research and development that has led to novel...  View Details
Keywords: Health Care; COVID-19; Vaccines; Operations Improvement; Health Pandemics; Health Care and Treatment; Service Delivery; Operations; Performance Improvement; Health; Health Industry; United States
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  • December 2020
  • Case

Urban Company
By: Krishna G. Palepu
Urban Company is an India-based market platform that helps customers book home services and at home beauty services. The company differentiated itself by investing heavily in building customer trust. Rather than merely positioning itself as a lead generating...  View Details
Keywords: Entrepreneurship; Market Platforms; Emerging Markets; Strategy; Service Delivery; Trust; Service Industry; Service Industry; India
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  • November 2020
  • Case

Holaluz: Taking on the Spanish Energy Market
By: Elie Ofek, Marco Bertini, Oded Koenigsberg, Elena Corsi and Emer Moloney
In 2020, the three cofounders of Holaluz, a newcomer to Spain’s electricity retail market, are preparing to launch a new offering: installing and managing solar panels on households' roofs at no extra cost for the consumer, who would still benefit from the energy...  View Details
Keywords: Electricity; Solar Power; Subscription Business; Renewable Energy; Entrepreneurship; Service Delivery; Business Model; Product Launch; Marketing; Energy Industry; Spain
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  • November 2020 (Revised February 2021)
  • Case

CommonSpirit Health: Integrating a Merger of Equals
By: Robert S. Huckman, Hise Gibson and Nicole Gilmore
Soon after closing the 2019 merger of Catholic Health Initiatives (CHI) and Dignity Health to create CommonSpirit Health, Lloyd Dean and Kevin Lofton--jointly appointed to the role of CEO--must make several operational and strategic decisions related to the integration...  View Details
Keywords: Health Care Delivery; Hospital; Merger; Merger Integration; Hospital Mergers; Health Information Technology; CEOs; Health Care and Treatment; Mergers and Acquisitions; Integration; Leadership; Health Industry; United States
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