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Show Results For
-
All HBS Web
(6,529)
- People (30)
- News (1,572)
- Research (3,540)
- Events (7)
- Multimedia (9)
- Faculty Publications (2,428)
- April 2006 (Revised April 2008)
- Course Overview Note
Managing Service Operations: Understanding the Customer Operating Role
By: Frances X. Frei
Describes Managing Service Operations: Understanding the Customer Operating Role, a second-year MBA course that consists of three modules. The first module, Conceptualizing the Customer Operating, explores the operational challenges and opportunites of managing...
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Keywords:
Service Operations
- December 2004 (Revised April 2006)
- Case
Managing Diversity at Cityside Financial Services
By: Robin J. Ely and Ingrid Vargas
Cityside Financial Services, a disguised consumer bank, serves both a largely African-American urban community and a more affluent, predominantly white clientele. To match the gender and racial makeup of its staff to that of its customers, Cityside's sales division...
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Keywords:
Selection and Staffing;
Situation or Environment;
Race;
Employees;
Gender;
Customer Satisfaction;
Diversity;
Cross-Cultural and Cross-Border Issues;
Banks and Banking;
Banking Industry
Ely, Robin J., and Ingrid Vargas. "Managing Diversity at Cityside Financial Services." Harvard Business School Case 405-047, December 2004. (Revised April 2006.)
- Fast Answer
Managing Service Operations: Research resources for new service design
analyst reports. Service Models / Business Strategy ABI/ProQuest
Articles from major newspapers, academic management and general industry/business journals. Covers all business andView Details
Articles from major newspapers, academic management and general industry/business journals. Covers all business and
- 01 Dec 2011
- News
At Your Service
notes Frei, the UPS Foundation Professor of Service Management. Morriss, the cofounder and managing director of the Concire Leadership Institute, which advises managers in the...
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Keywords:
Deborah Blagg;
customer service;
Management, Scientific, and Technical Consulting Services;
Management, Scientific, and Technical Consulting Services;
Management, Scientific, and Technical Consulting Services;
Management, Scientific, and Technical Consulting Services;
Management, Scientific, and Technical Consulting Services;
Management, Scientific, and Technical Consulting Services;
Management, Scientific, and Technical Consulting Services;
Management, Scientific, and Technical Consulting Services
- 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.
- December 2016 (Revised October 2018)
- Case
U.S. Digital Service
By: Mitchell Weiss, Nick Sinai and Michael Norris
Mikey Dickerson and Haley Van Dyck found themselves far from home and far from certain about where to take the U.S. Digital Service (USDS) next. In the summer of 2015, they had landed in London to meet with Mike Bracken, director of the United Kingdom’s Government...
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Keywords:
Public Entrepreneurship;
Haley Van Dyck;
Mikey Dickerson;
United States Digital Service;
Digital Services;
Innovation Teams;
Scaling Innovation;
18F;
Presidential Innovation Fellows;
Government Digital Service;
Mike Bracken;
Innovation Fellowships;
Entrepreneurship;
Government Administration;
Innovation and Management;
United States;
United Kingdom
Weiss, Mitchell, Nick Sinai, and Michael Norris. "U.S. Digital Service." Harvard Business School Case 817-032, December 2016. (Revised October 2018.)
- September 2021
- Case
Vignettes on Professional Service Firm Governance
By: David G. Fubini, Suraj Srinivasan and Li-Kuan Ni
The two vignettes within “Vignettes on Professional Service Firm Governance” (HBS No. 122-024) present various issues relating to governance in professional service firms (“PSFs”). In the first, the Managing Director of a U.S. consulting firm contemplates whether to...
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Keywords:
Consulting Firms;
Professional Services;
Board Of Directors;
Professional Service;
Global Firm;
Executive Leadership;
Globalized Firms and Management;
Private Equity;
Governing and Advisory Boards;
Global Strategy;
Corporate Governance;
Governance Controls;
Leadership Development;
Leading Change;
Emerging Markets;
Strategic Planning;
Partners and Partnerships;
Service Industry;
United States;
India
Fubini, David G., Suraj Srinivasan, and Li-Kuan Ni. "Vignettes on Professional Service Firm Governance." Harvard Business School Case 122-024, September 2021.
- September 2013 (Revised February 2016)
- Case
GlaxoSmithKline: Sourcing Complex Professional Services
By: Heidi K. Gardner and Silvia Hodges Silverstein
Pharmaceutical company GlaxoSmithKline (GSK) uses an innovative new approach to procuring outside legal counsel: it replaces relationship-based selection and law firms' traditional time-based billing with data-driven decision making and an online reverse auction. In...
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Keywords:
Legal Industry;
Procurement;
Professional Service Firms;
Pricing;
Competition;
Change Management;
Supply Chain Management;
Legal Liability;
Business Processes;
Legal Services Industry;
Legal Services Industry
Gardner, Heidi K., and Silvia Hodges Silverstein. "GlaxoSmithKline: Sourcing Complex Professional Services." Harvard Business School Case 414-003, September 2013. (Revised February 2016.)
- August 2013
- Background Note
A Note on Knowledge Management in Professional Services Firms
By: Robert G. Eccles, Ana Kreacic and Penelope Rossano
Knowledge management is a subject of broad interest, especially in "knowledge industries" and "knowledge economies." It is also a topic filled with frustration on the part of practitioners and the level of resource commitment to this function waxes and wanes. This note...
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Keywords:
Knowledge Management
Eccles, Robert G., Ana Kreacic, and Penelope Rossano. "A Note on Knowledge Management in Professional Services Firms." Harvard Business School Background Note 314-034, August 2013.
- Web
Managing Service Operations - Course Catalog
HBS Course Catalog Managing Service Operations Course Number 2120 Professor Ryan Buell Fall; Q1Q2; 3.0 credits28 SessionsPaper/ProjectQualifies for Management Science Track...
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- May 1984 (Revised August 1984)
- Case
Southern Pacific Railroad: Management Services Department
McKenney, James L. "Southern Pacific Railroad: Management Services Department." Harvard Business School Case 184-192, May 1984. (Revised August 1984.)
- March 2013
- Case
Massachusetts Financial Services (Abridged)
By: Brian J. Hall and Karen Huang
This case describes the compensation and performance evaluations at an investment management company. The senior management team of Massachusetts Financial Services (MFS) Investment Management was contemplating an introduction of hedge funds at the firm, but many...
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Keywords:
Compensation;
Incentives;
Investment Management;
Performance Measurement;
Portfolio Management;
Motivation and Incentives;
Asset Management;
Performance Evaluation;
Compensation and Benefits;
Financial Services Industry;
Massachusetts
Hall, Brian J., and Karen Huang. "Massachusetts Financial Services (Abridged)." Harvard Business School Case 913-036, March 2013.
- Web
Managing Service Operations - Course Catalog
HBS Course Catalog Managing Service Operations Course Number 2155 Senior Lecturer Michael Montelongo Fall; Q2; 1.5 credits14 SessionsProject Service organizations are complex...
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- June 1991
- Case
Beth Israel Hospital: Managing Service Excellence
Linder, Jane C. "Beth Israel Hospital: Managing Service Excellence." Harvard Business School Case 191-141, June 1991.
- June 1991 (Revised October 1992)
- Case
Otis Elevator Co.: Managing the Service Force
Cash, James I., Jr. "Otis Elevator Co.: Managing the Service Force." Harvard Business School Case 191-213, June 1991. (Revised October 1992.)
- March 2022 (Revised January 2024)
- Case
Moksha Data: Delivering Insights for Public Service
By: Ashish Nanda and Zack Kurtovich
Moksha Data, a boutique consulting firm specializing in public sector work, started in January 2017 with a handshake between friends and a shared commitment to the principles of egalitarianism, ownership, and collaboration. The Houston-based firm had built momentum...
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Keywords:
Professional Service Firms;
Professional Service Firm;
Strategy Formulation;
Data;
Data As A Service;
Government Contracting;
Consulting;
Consulting Firms;
Consulting Services;
Entrepreneurship;
Public Sector;
Analytics and Data Science;
Growth and Development;
Strategy;
Consulting Industry;
Texas
Nanda, Ashish, and Zack Kurtovich. "Moksha Data: Delivering Insights for Public Service." Harvard Business School Case 722-397, March 2022. (Revised January 2024.)
- February 1996
- Case
TRW's Information Services Division: Strategic Human Resource Management
By: Michael Beer and Gregory C. Rogers
Looks at a change effort initiated by a human resources manager within a division of TRW. The effort utilizes a change process to try to deal with some of the division's issues around organizational effectiveness, especially that of a long-term strategy. In so doing,...
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Keywords:
Human Resources;
Change Management;
Organizational Change and Adaptation;
Managerial Roles;
Strategy;
Problems and Challenges
Beer, Michael, and Gregory C. Rogers. "TRW's Information Services Division: Strategic Human Resource Management." Harvard Business School Case 496-003, February 1996.
- 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.)
- January 2002
- Case
Intrinsix: Managing Growth at an Electronic Design Service Company
By: H. Kent Bowen and Courtney Purrington
Intrinsix is a 15-year-old semiconductor design services company that wants to continue its growth and market reach and appears to be ready for an initial public offering (IPO). This case leads up to this strategic decision point by tracing the growth of Intrinsix from...
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Keywords:
Decisions;
Initial Public Offering;
Growth Management;
Management Analysis, Tools, and Techniques;
Management Style;
Marketing Strategy;
Problems and Challenges;
Competitive Strategy;
Electronics Industry
Bowen, H. Kent, and Courtney Purrington. "Intrinsix: Managing Growth at an Electronic Design Service Company." Harvard Business School Case 602-067, January 2002.