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-
All HBS Web
(6,641)
- People (30)
- News (1,573)
- Research (3,546)
- Events (7)
- Multimedia (9)
- Faculty Publications (2,441)
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- 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 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.)
- 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.
- 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.
- 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.)
- 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.)
- 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.
- 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.)
- September 2018
- Article
Discretionary Task Ordering: Queue Management in Radiological Services
By: Maria Ibanez, Jonathan R. Clark, Robert S. Huckman and Bradley R. Staats
Work-scheduling research typically prescribes task sequences implemented by managers. Yet employees often have discretion to deviate from their prescribed sequence. Using data from 2.4 million radiological diagnoses, we find that doctors prioritize similar tasks...
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Keywords:
Discretion;
Scheduling;
Queue;
Healthcare;
Learning;
Experience;
Decentralization;
Operations;
Service Operations;
Service Delivery;
Performance;
Performance Effectiveness;
Performance Efficiency;
Performance Improvement;
Performance Productivity;
Decisions;
Time Management;
Cost vs Benefits;
Health Industry
Ibanez, Maria, Jonathan R. Clark, Robert S. Huckman, and Bradley R. Staats. "Discretionary Task Ordering: Queue Management in Radiological Services." Management Science 64, no. 9 (September 2018): 4389–4407. (Working paper available here. Winner of the 2017 Best Paper Competition of the POMS College of Healthcare Operations Management. Featured in Forbes, Quartz, and Inc.)
- April 2013
- Case
Managing with Analytics at Procter & Gamble
By: Thomas H. Davenport, Marco Iansiti and Alain Serels
Senior management at P&G has put a strong emphasis on using data to make "better, smarter, real-time business decisions." The Global Business Services (GBS) organization has developed tools, systems and processes to provide managers throughout P&G with direct access to...
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Keywords:
Analytics;
Data Management;
Forecasting;
Shared Services;
Procter & Gamble;
Laundry Detergent;
Information Management;
Forecasting and Prediction;
Information Technology;
Mathematical Methods;
Consumer Products Industry;
North America
Davenport, Thomas H., Marco Iansiti, and Alain Serels. "Managing with Analytics at Procter & Gamble." Harvard Business School Case 613-045, April 2013.
- 2006
- Casebook
Managing Product and Service Development: Text and Cases
By: Stefan Thomke
Thomke, Stefan. Managing Product and Service Development: Text and Cases. Boston: McGraw-Hill/Irwin, 2006.
- April 2008
- Teaching Note
Managing Service Operations: The Managerial Research Design Process
By: Frances X. Frei and Dennis Campbell
- 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.
- October 2014
- Case
CreditEase: Providing Credit and Financial Services for China's Underclass
By: Lena G. Goldberg, Paul Healy and Nancy Hua Dai
In 2013 Ning Tang, who in 2006 founded CreditEase as a broker of P2P loans to unbanked individuals and small businesses in China, confronts the challenges of rapid growth and expansion in a changing regulatory environment. CreditEase needs to develop technology to...
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Keywords:
P2P Lending;
HNW Products And Services;
Business Growth;
Business Start-ups;
Government Regulation;
Change Management;
Credit;
Microcredit;
Banking;
Innovation And Management;
Developing Countries And Economies;
Corporate Entrepreneurship;
Social Entrepreneurship;
Law;
Financing and Loans;
Change;
China
Goldberg, Lena G., Paul Healy, and Nancy Hua Dai. "CreditEase: Providing Credit and Financial Services for China's Underclass." Harvard Business School Case 315-027, October 2014.
- 2017
- Working Paper
Discretionary Task Ordering: Queue Management in Radiological Services
By: Maria Ibanez, Jonathan R. Clark, Robert S. Huckman and Bradley R. Staats
Work scheduling research typically prescribes task sequences implemented by managers. Yet employees often have discretion to deviate from their prescribed sequence. Using data from 2.4 million radiological diagnoses, we find that doctors prioritize similar tasks...
View Details
Keywords:
Discretion;
Scheduling;
Queue;
Healthcare;
Learning;
Experience;
Decentralization;
Delegation;
Behavioral Operations;
Operations;
Service Operations;
Service Delivery;
Performance;
Performance Effectiveness;
Performance Efficiency;
Performance Improvement;
Performance Productivity;
Decisions;
Time Management;
Cost vs Benefits;
Health Industry
Ibanez, Maria, Jonathan R. Clark, Robert S. Huckman, and Bradley R. Staats. "Discretionary Task Ordering: Queue Management in Radiological Services." Harvard Business School Working Paper, No. 16-051, October 2015. (Revised March 2017.)