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Show Results For
-
All HBS Web
(980)
- People (1)
- News (142)
- Research (702)
- Multimedia (3)
- Faculty Publications (507)
- August 2012
- Case
ARISE: A Destination-for-a-Day Spa
By: Michael Beer and Lynda St. Clair
A new Dallas-based health and beauty spa aims to use a highly distinctive human resource system as the foundation of its competitive strategy. By encouraging employees to act as "personal wellness coaches" (PWCs) with high commitment and broad responsibilities, the...
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Keywords:
Compensation and Benefits;
Motivation and Incentives;
Organizational Design;
Organizational Culture;
Service Delivery;
Competitive Strategy;
Innovation Strategy;
Service Industry;
Service Industry;
Service Industry;
Texas
Beer, Michael, and Lynda St. Clair. "ARISE: A Destination-for-a-Day Spa." Harvard Business School Brief Case 913-521, August 2012.
- June 2019
- Case
Athena Bancorp
By: Leonard A. Schlesinger and Sarah Abbott
Athena Bancorp was founded in 2016 by Beth Daniels, a banking professional with 15 years of experience in the industry. Daniels took advantage of what she perceived as a gap in the market caused by recent industry consolidation, a decreasing industry focus on branch...
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Keywords:
Banks and Banking;
Entrepreneurship;
Growth and Development Strategy;
Organizational Culture;
Human Resources;
Strategy;
Service Delivery;
Banking Industry
Schlesinger, Leonard A., and Sarah Abbott. "Athena Bancorp." Harvard Business School Brief Case 919-517, June 2019.
- 30 May 2007
- Research & Ideas
Health Care Under a Research Microscope
says, "will kill us financially and medically it will ruin our economy, deny us the health care services we need, and undermine the important genomic research that can fundamentally improve the practice of medicine and control its...
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- 2022
- Working Paper
Mitigating the Negative Effects of Customer Anxiety Through Access to Human Contact
By: Michelle A. Kinch and Ryan W. Buell
Prior research in social psychology has shown that when people feel anxious, they seek advice from others. However, companies that operate in high-anxiety settings (like financial services, health care, and education) are increasingly deploying self-service...
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Keywords:
Anxiety;
Self-service;
Empirical Operations;
Behavioral Operations;
Customers;
Emotions;
Service Delivery;
Interpersonal Communication;
Customer Satisfaction;
Trust
Kinch, Michelle A., and Ryan W. Buell. "Mitigating the Negative Effects of Customer Anxiety Through Access to Human Contact." Harvard Business School Working Paper, No. 19-089, February 2019. (Revised November 2023.)
- February 2022 (Revised September 2022)
- Case
Lilium: Preparing for Takeoff
By: Navid Mojir, Vincent Dessain, Mette Fuglsang Hjortshoej and Emer Moloney
Lilium is a German company focused on developing electric vertical takeoff and landing vehicles (eVTOLs) that can be used to offer air taxi services. The company went public in September 2021 through a special purpose acquisition company (SPAC) deal, raising more than...
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Keywords:
SPACs;
Business Model;
Forecasting and Prediction;
Green Technology;
Capital Markets;
Venture Capital;
Initial Public Offering;
Rural Scope;
Urban Scope;
City;
Disruptive Innovation;
Growth and Development Strategy;
Technological Innovation;
Demand and Consumers;
Market Timing;
Industry Growth;
Infrastructure;
Logistics;
Product Design;
Product Development;
Production;
Service Delivery;
Service Operations;
Strategic Planning;
Partners and Partnerships;
Risk and Uncertainty;
Urban Development;
Sustainable Cities;
Business Strategy;
Competitive Strategy;
Competitive Advantage;
Air Transportation;
Aerospace Industry;
Air Transportation Industry;
Green Technology Industry;
Transportation Industry;
Travel Industry;
Germany;
Munich;
Brazil;
United States;
Florida
Mojir, Navid, Vincent Dessain, Mette Fuglsang Hjortshoej, and Emer Moloney. "Lilium: Preparing for Takeoff." Harvard Business School Case 522-084, February 2022. (Revised September 2022.)
- Article
TDABC Cost Analysis of Ocular Disorders in an Ophthalmology Emergency Department versus Urgent Care: Clinical Experience at Massachusetts Eye and Ear
By: Robert S. Kaplan, Jonathan Chou, Mahek Shah, Amy Watts, Matthew Gardiner, Joan Miller and John I. Lowenstein
Purpose
To perform a cost analysis comparison for managing common ocular disorders in an eye emergency department (ED) versus an urgent care setting using a time-driven activity-based cost model (TDABC) to assist physicians and staff in appropriate allocation of...
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Keywords:
Time-driven Activity-based Cost Model;
Emergency Room;
Urgent Care Clinic;
Cost;
Analysis;
Activity Based Costing and Management;
Health Care and Treatment
Kaplan, Robert S., Jonathan Chou, Mahek Shah, Amy Watts, Matthew Gardiner, Joan Miller, and John I. Lowenstein. "TDABC Cost Analysis of Ocular Disorders in an Ophthalmology Emergency Department versus Urgent Care: Clinical Experience at Massachusetts Eye and Ear." Journal of Academic Ophthalmology 10 (2018).
- July–August 2018
- Article
Using Time-Driven Activity-Based Costing to Model the Costs of Various Process-Improvement Strategies in Acute Pain Management
By: Keyuri Popat, Kelly Ann Gracia, Alexis B. Guzman and Thomas W. Feeley
Pain control for patients undergoing thoracic surgery is essential for their comfort and for improving their ability to function after surgery, but it can significantly increase costs. Here, we demonstrate how time-driven activity-based costing (TDABC) can be used to...
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Keywords:
Time-Driven Activity-Based Costing;
Health Care and Treatment;
Cost Management;
Performance Improvement
Popat, Keyuri, Kelly Ann Gracia, Alexis B. Guzman, and Thomas W. Feeley. "Using Time-Driven Activity-Based Costing to Model the Costs of Various Process-Improvement Strategies in Acute Pain Management." Journal of Healthcare Management 63, no. 4 (July–August 2018): e76–e85.
- January 1999 (Revised December 2000)
- Case
Finale
By: Joseph B. Lassiter III, Michael J. Roberts and Matthew C. Lieb
Designed for use with "Room for Dessert" to show the changes between creating the initial business plans and starting to serve customers. Conforti and Moore have to both manage the business and deliver service to customers on a day-to-day basis in the initial location...
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- September 2020
- Case
Walmart Health: Scaling During a Pandemic
By: Robert S. Huckman, Yoonjin Min and Marissa Thiel
Amidst the onset of COVID-19 pandemic in the United States, Marcus Obsborne, Vice President for Health and Wellness Transformation at Walmart was planning to scale its new health care clinic business, Walmart Health, to additional locations in Georgia and beyond....
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Keywords:
Health Care and Treatment;
Health Pandemics;
Health;
Service Delivery;
Growth and Development Strategy;
Health Industry;
United States;
Arkansas;
Georgia (state, US);
Texas
Huckman, Robert S., Yoonjin Min, and Marissa Thiel. "Walmart Health: Scaling During a Pandemic." Harvard Business School Case 621-061, September 2020.
- March 2018 (Revised August 2020)
- Case
Alaska Airlines: Empowering Frontline Workers to Make It Right
By: Ranjay Gulati, Andrew O'Connell and Caroline de Lacvivier
This case documents the ongoing efforts by Alaska Airlines to enhance its efforts to become more customer centric by empowering its employees using a service framework. It explores how the airline starts with a completely hands-off approach to empowerment in which...
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Keywords:
Employee Empowerment;
Customer Focus and Relationships;
Employees;
Service Delivery;
Organizational Culture;
Integration;
Air Transportation Industry
Gulati, Ranjay, Andrew O'Connell, and Caroline de Lacvivier. "Alaska Airlines: Empowering Frontline Workers to Make It Right." Harvard Business School Case 418-063, March 2018. (Revised August 2020.)
- August 2009
- Case
Intuit
This case study provides an overview of Intuit's growth and, in particular, the sales and service initiatives that historically fueled the company's growth from start-up to a corporation. It also outlines certain processes and cultural values, as well as specific...
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- April 2018
- Supplement
Breakfast at the Paramount
By: Ryan W. Buell
The Paramount is a 44-seat diner on Charles Street in the Beacon Hill neighborhood of Boston. A frequent "Best of Boston" award winner, the restaurant is a perennial favorite among locals and tourists, particularly for brunch on the weekends, when lines often stretch...
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- 12 May 2011
- Research & Ideas
The Difficult Transition from For-Profit to Nonprofit Boards
Delivery of service, motivating and inspiring staff, and conceiving of new directions for growth are all vitally important. Planning, budgeting, and measurement systems in are vital in both settings. Both types of organizations face the...
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Keywords:
by Sean Silverthorne
- March 2017
- Case
Breakfast at the Paramount
By: Ryan W. Buell
The Paramount is a 44-seat diner on Charles Street in the Beacon Hill neighborhood of Boston. A frequent "Best of Boston" award winner, the restaurant is a perennial favorite among locals and tourists, particularly for brunch on the weekends, when lines often stretch...
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Keywords:
Food;
Management Practices and Processes;
Service Delivery;
Service Industry;
Service Industry;
Boston
Buell, Ryan W. "Breakfast at the Paramount." Harvard Business School Multimedia/Video Case 617-702, March 2017.
- December 2007 (Revised January 2008)
- Case
Transforming Arizona's Health Care System: Developing and Implementing the Health-e Connection Roadmap
By: Lynda M. Applegate, Ajay Vinze, T.S. Raghu and Minu Ipe
Addresses the issues of leadership and change management in the process of transforming an industry through an innovative public-private partnership approach to policy making. In 2005, the Governor of Arizona issued an Executive Order to create a roadmap for the state...
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Keywords:
Change Management;
Transformation;
Private Sector;
Public Sector;
Health Care and Treatment;
Service Delivery;
Partners and Partnerships;
Information Technology;
Service Industry;
Service Industry
Applegate, Lynda M., Ajay Vinze, T.S. Raghu, and Minu Ipe. "Transforming Arizona's Health Care System: Developing and Implementing the Health-e Connection Roadmap." Harvard Business School Case 808-072, December 2007. (Revised January 2008.)
- 2001
- Case
Stora Enso North America (SENA)
By: Vijay Govindarajan, Jesse Johnson and Chris Trimble
Robert Leach, VP of information technology for SENA had a vision of building an IT infrastructure that connected all of the participants in the paper supply chain and launching new service businesses enabled by the new infrastructure. Through a detailed description of...
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Govindarajan, Vijay, Jesse Johnson, and Chris Trimble. "Stora Enso North America (SENA)." 2001. (Case No. 2-0001.)
- October 1994 (Revised November 1994)
- Case
British Airways: Using Information Systems to Better Serve the Customer
By: W. Earl Sasser and Norman Klein
Explores the uses of scanning technology, interactive software, and powerful data bases to assist customer relations representatives in resolving customer complaints. Competitive alliances in international markets are noted, but the focus is on the evolving commitment...
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Keywords:
Debates;
Customer Focus and Relationships;
Globalized Markets and Industries;
Service Delivery;
Alliances;
Information Technology;
Aerospace Industry
Sasser, W. Earl, and Norman Klein. "British Airways: Using Information Systems to Better Serve the Customer." Harvard Business School Case 395-065, October 1994. (Revised November 1994.)
- November 2011
- Case
WrapItUp: Developing a New Compensation Plan
By: W. Earl Sasser Jr. and Rachel Shelton
A restaurant chain based in California offers made-to-order sandwich wraps using fresh, healthy ingredients. The founders of the company take a very active role in day-to-day business and tightly control every aspect of the restaurant operation from hiring store...
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Keywords:
Empowerment;
Middle Management;
Human Resource Management;
Compensation;
Incentives;
Motivation;
Motivation and Incentives;
Change Management;
Business Growth and Maturation;
Service Delivery;
Entrepreneurship;
Employees;
Compensation and Benefits;
Service Industry;
Service Industry;
Service Industry;
California
Sasser, W. Earl, Jr., and Rachel Shelton. "WrapItUp: Developing a New Compensation Plan." Harvard Business School Brief Case 114-362, November 2011.
- January 2021 (Revised April 2022)
- Case
Best Buy's Corie Barry: Confronting the COVID-19 Pandemic
By: William W. George and Amram Migdal
This case examines the leadership of Corie Barry, the new CEO of Best Buy, with a focus on actions the company took in 2020 to adapt to the COVID-19 pandemic. The case includes a history of Best Buy’s strategy and leadership, including the transitions between the...
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Keywords:
COVID-19 Pandemic;
Change;
Disruption;
Volatility;
Communication;
Competency and Skills;
Customers;
Decision Making;
Ethics;
Fairness;
Moral Sensibility;
Values and Beliefs;
Finance;
Cash Flow;
Financial Condition;
Financial Liquidity;
Goods and Commodities;
Corporate Governance;
Health Pandemics;
Human Resources;
Executive Compensation;
Employees;
Employee Relationship Management;
Resignation and Termination;
Retention;
Selection and Staffing;
Innovation and Invention;
Jobs and Positions;
Job Cuts and Outsourcing;
Job Design and Levels;
Job Interviews;
Job Offer;
Labor;
Employment;
Human Capital;
Working Conditions;
Law;
Leadership;
Leadership Development;
Leadership Style;
Management;
Business or Company Management;
Crisis Management;
Growth and Development Strategy;
Management Practices and Processes;
Management Style;
Management Succession;
Management Systems;
Management Teams;
Risk Management;
Operations;
Distribution;
Order Taking and Fulfillment;
Logistics;
Service Delivery;
Service Operations;
Supply Chain;
Organizations;
Corporate Social Responsibility and Impact;
Organizational Change and Adaptation;
Outcome or Result;
Personal Development and Career;
Retirement;
Work-Life Balance;
Planning;
Strategic Planning;
Problems and Challenges;
Relationships;
Business and Community Relations;
Labor and Management Relations;
Risk and Uncertainty;
Safety;
Science;
Strategy;
Retail Industry;
North and Central America;
United States;
Minnesota
George, William W., and Amram Migdal. "Best Buy's Corie Barry: Confronting the COVID-19 Pandemic." Harvard Business School Case 321-073, January 2021. (Revised April 2022.)
- 24 Mar 2002
- Research & Ideas
Are Assets Only for America’s Wealthy?
involvement, said Tufano in a recent in-house HBS seminar on "Providing Financial Services to the Poor: High-Tech and High-Touch." Current public policy clearly supports asset building, said Tufano, but 90 percent of tax-based...
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Keywords:
by Carla Tishler