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Show Results For
-
All HBS Web
(2,139)
- People (7)
- News (589)
- Research (1,116)
- Events (1)
- Multimedia (4)
- Faculty Publications (514)
- April 2008
- Teaching Note
Managing Service Operations: The Managerial Research Design Process
By: Frances X. Frei and Dennis Campbell
- 01 Dec 2011
- News
At Your Service
competing on; determining how to fund excellence in these areas; designing management systems that help employees to succeed at their jobs; and training their customers. To be a great service company, do you...
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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
- September 2000
- Background Note
Professional Services Module Three: Internal Strategy of Organizational Design
By: Thomas J. DeLong, Ashish Nanda and Scot H. Landry
The way in which PSFs organize themselves to leverage strategic capabilities is imperative in achieving high performance.
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Keywords:
Organizational Design;
Strategy;
Performance Capacity;
Competency and Skills;
Business Startups
DeLong, Thomas J., Ashish Nanda, and Scot H. Landry. "Professional Services Module Three: Internal Strategy of Organizational Design." Harvard Business School Background Note 801-009, September 2000.
- 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
By: Stefan H. Thomke
The Mumbai-based dabbawalas are a 5,000 or so person organization that achieves exceptional service performance with a semi-literate workforce. Every working day, they deliver and return about 130,000 lunchboxes to offices throughout Mumbai. This entails more than...
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- 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
Uncommon Service
Most companies treat service as a low-priority business operation, keeping it out of the spotlight until a customer complains. Then service gets to make a brief appearance – for as long as it takes to calm the customer down and fix whatever foul-up jeopardized the...
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- 31 May 2007
- Working Paper Summaries
Organizational Designs and Innovation Streams
- 01 Apr 2002
- News
Charting the Luminary Leadership in Professional Service Firms
Charting the Luminary Leadership in Professional Service Firms In their new book Aligning the Stars: How to Succeed When Professionals Drive Results (Harvard Business School Press), HBS professor Jay W. Lorsch and former Bain & Company...
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- 01 Feb 2001
- News
Design Moguls
The HBS Design Fair 2000, held December 4 in Kresge Hall, showcased final projects for the MBA elective course, Managing Product Development, taught by Associate Professor Stefan Thomke. Second-year students on the Capstone Snowboard...
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Keywords:
Educational Services
- 01 Feb 2002
- News
Design Fair
Second-year students in Associate Professor Stefan Thomke's elective MBA course Managing Product Development presented their final projects at the tenth annual Design Fair in December. Among those who displayed their wares at the Spangler...
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- 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
- October 14, 2019
- Article
Designing Better Online Review Systems
By: Geoff Donaker, Hyunjin Kim and Michael Luca
Online reviews are transforming the way consumers choose products and services of all sorts. We turn to TripAdvisor to plan a vacation, Zocdoc to find a doctor, and Yelp to choose a new restaurant. Reviews can create value for buyers and sellers alike, but only if they...
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Donaker, Geoff, Hyunjin Kim, and Michael Luca. "Designing Better Online Review Systems." Harvard Business Review 97, no. 6 (November–December 2019): 122–129.
- March 2017
- Exercise
Designing Transformational Customer Experiences
By: Stefan Thomke
Anyone who has recently travelled, gone shopping, or tried to have a problem solved may have little recollection of the experience. Worse yet, some are frustrated by the lack of responsiveness or empathy that they encountered. The reality is that most customer...
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Keywords:
Customer Experience;
Exercise;
Learning By Doing;
LEGO;
Storytelling;
Customer Satisfaction;
Design;
Innovation and Management;
Transformation;
Service Delivery
Thomke, Stefan. "Designing Transformational Customer Experiences." Harvard Business School Exercise 617-051, March 2017.
- June 2014 (Revised January 2017)
- Case
YAAS's Service Center
By: Brian Hall and Sara del Nido
This case is about a compensation change at an automotive service company in the Middle East. The case allows investigation and analysis of many issues related to compensation design and human resource management, and even change management. The focus of the case is...
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Keywords:
Compensation;
Emotions;
Values;
Compensation and Benefits;
Human Resources;
Labor;
Negotiation;
Organizations;
Social Psychology;
Value Creation;
Motivation and Incentives;
Service Industry;
Service Industry;
Kuwait;
Middle East
Hall, Brian, and Sara del Nido. "YAAS's Service Center." Harvard Business School Case 914-049, June 2014. (Revised January 2017.)
- September 2016
- Case
Designing Performance Metrics at GoDaddy
By: C. Fritz Foley and Michael Lemm
Scott Wagner has recently joined GoDaddy, a leading provider of cloud-based software and services that helped individuals and small businesses establish a web presence, in the dual role of chief operating officer and chief financial officer. One of his first tasks is...
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Keywords:
Motivation and Incentives;
Management Practices and Processes;
Performance Evaluation;
Compensation and Benefits;
Web Services Industry
Foley, C. Fritz, and Michael Lemm. "Designing Performance Metrics at GoDaddy." Harvard Business School Case 217-004, September 2016.
- 11 Apr 2000
- Research & Ideas
Financial Services 24/7
financial services. Its user-friendly interface is designed so that customers only need to fill out one application for all the products it offers. The services that Wingspanbank offers include checking and...
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Keywords:
by Susan Young
- 03 Feb 2003
- Research & Ideas
Web Services
to market, said Scott. Using Web services to streamline internal processes has reduced their vehicle design process from forty-eight to eighteen months. "You can't see middleware, but you can prove ROI...
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- October 2017
- Case
Updating Dating
By: Thomas R. Eisenmann, Scott Duke Kominers and Alan Lam
To identify design ideas for their own startup, two MBAs compare the different profiling, matching, and monetization approaches employed by five incumbent dating services: Coffee Meets Bagel, OKCupid, Jiayuan, Dating Ring, and HurryDate.
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Keywords:
Marketplace Design;
Dating Services;
Entrepreneurship;
Market Design;
United States;
China
Eisenmann, Thomas R., Scott Duke Kominers, and Alan Lam. "Updating Dating." Harvard Business School Case 818-052, October 2017.
- June 2014 (Revised January 2017)
- Supplement
YAAS's Service Center (B)
By: Brian Hall and Sara del Nido
This case is about a compensation change at an automotive service company in the Middle East. The case allows investigation and analysis of many issues related to compensation design and human resource management, and even change management. The focus of the case is...
View Details
Keywords:
Compensation;
Emotions;
Values;
Human Resources;
Labor;
Negotiation;
Organizations;
Social Psychology;
Value Creation;
Motivation and Incentives;
Service Industry;
Service Industry;
Kuwait;
Middle East
Hall, Brian, and Sara del Nido. "YAAS's Service Center (B)." Harvard Business School Supplement 914-050, June 2014. (Revised January 2017.)