Show Results For
-
All HBS Web
(2,146)
- People (7)
- News (589)
- Research (1,111)
- Events (1)
- Multimedia (4)
- Faculty Publications (510)
Show Results For
-
All HBS Web
(2,146)
- People (7)
- News (589)
- Research (1,111)
- Events (1)
- Multimedia (4)
- Faculty Publications (510)
- Teaching Interest
Managing Service Operations - MBA Elective Curriculum
World-class service organizations deeply understand the needs and behaviors of their customers, and design, manage, and improve their operating models accordingly. This course investigates the distinct challenges inherent in leading service operations, which make up... View Details
- 01 Dec 2011
- News
At Your Service
- September 2000
- Background Note
Professional Services Module Three: Internal Strategy of Organizational Design
- TeachingInterests
Managing Service Operations
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
Uncommon Service
- 12 Dec 2013
- News
$10M Gift Designed to Support GSD’s Intellectual Reach
- October 2012 (Revised September 2013)
- Teaching Note
The Dabbawala System: On-Time Delivery, Every Time
- 01 Apr 2002
- News
Charting the Luminary Leadership in Professional Service Firms
- 31 May 2007
- Working Paper Summaries
Organizational Designs and Innovation Streams
- 03 Feb 2003
- Research & Ideas
Web Services
- 01 Feb 2002
- News
Design Fair
- September 2016
- Case
Designing Performance Metrics at GoDaddy
- Research Summary
Motivation and Incentive Design
Professor Ashraf's research in motivation and incentives focuses on how to design incentives in sectors where it is important that individuals are motivated by service, such as healthcare or environmental conservation. An important lever is the... View Details
- June 2014 (Revised January 2017)
- Case
YAAS's Service Center
- October 14, 2019
- Article
Designing Better Online Review Systems
- 01 Feb 2001
- News
Design Moguls
- March 2017
- Exercise
Designing Transformational Customer Experiences
- 11 Apr 2000
- Research & Ideas
Financial Services 24/7
- 2015
- Book
What Great Service Leaders Know and Do: Creating Breakthroughs in Service Firms
- June 2014 (Revised January 2017)
- Supplement