Harvard Business School Cases — Service Management
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Case Author(s): Frei, Frances X. Publication Date: 03/14/2006 Product Type: Note Product Description: Presents a typology of customer-introduced variability and offers guidance on how to manage each type. Central to the ideas developed is how to mitigate the effects of the apparent trade-off between reducing variability and diminishing the service experience or accommodating variability and compromising operational efficiency. HBS Number: 9-606-063 Subjects: Control systems; Customer service; Human behavior; Incentives; Management controls; Operations research; Uncertainty; Variability Academic Discipline: Service management
Case Author(s): Bohmer, Richard Publication Date: 03/21/2000 Revision Date: 01/24/2001 Product Type: Note Product Description: Reviews the current literature on the consumers of health care, primarily patients. Discusses their stated preferences, the sources of information they use in making their selections of plan and provider, and their behavior. HBS Number: 9-600-118 Subjects: Consumer behavior; Health care; Preferences Academic Discipline: Service management
Case Bohmer, Richard; Winslow, Ann Describes the death of a cancer patient in one of the nation's premier cancer treatment centers and examines the organizational and process characteristics that may have contributed to the medical error. Teaching Purpose: To give students a better understanding of error in medicine. HBS Number: 9-699-025 Type: Case (Field) Publication Date: 3/18/1999 Revision Date: 7/1/1999 Geographic Setting: Boston, MA Industry Setting: health care Event Year Start: 1995 Event Year End: 1995 Subjects: Health care; Hospitals; Process analysis
Case Author(s): Frei, Frances X. Publication Date: 08/28/2005 Revision Date: 03/24/2006 Product Type: Exercise Product Description: An abstract is not available for this product. HBS Number: 9-606-034 Subjects: Data analysis; Operations management; Service management Academic Discipline: Service management
Case Hallowell, Roger Tom Roberts, director of audit operations, is responsible for assigning individual accountants to projects. Describes the current scheduling and assignment system, and the specific concerns of two staff members. Are any changes required in the system? HBS Number: 9-898-005 Type: Case (Field) Publication Date: 9/8/1997 Geographic Setting: Philadelphia, PA Industry Setting: public accounting Gross Revenues: $10 million revenues Event Year Start: 1997 Event Year End: 1997 Subjects: Auditing; Business services; Scheduling Supplementary Materials: Teaching Note, (5-898-006), 18p, by Roger Hallowell
Case Author(s): Frei, Frances X.; Harris-Van Keuren, Christine Publication Date: 03/07/2007 Revision Date: 08/20/2007 Product Type: Supplement (Library) HBS Number: 9-607-081 Subjects: Customer relations; Outsourcing; Service management; Technology Academic Discipline: Service management Supplementary Materials: Teaching Note, (5-608-046), 19p, by Frances X. Frei Product Description: An abstract is not available for this product. Must be used with: (9-603-067) Dell Computers (A): Field Service for Corporate Clients.
Case Author(s): Frei, Frances X.; Edmondson, Amy C.; Hajim, Corey Publication Date: 10/03/2002 Revision Date: 04/30/2007 Product Type: Case (Library) HBS Number: 9-603-067 Geographic Setting: United States Industry Setting: Computer hardware Number of Employees: 36,000 Gross Revenues: $31,168 billion revenues Event Year Start: 2002 Event Year End: 2002 Subjects: Customer relations; Outsourcing; Service management; Technology Academic Discipline: Service management Supplementary Materials: Supplement (Library), (2-607-081), 11p, by Frances X. Frei, Christine VanKeuren; Teaching Note, (5-606-083), 15p, by Frances X. Frei, Amy C. Edmondson Product Description: Explores the highly successful PC and low-end server manufacturer's entry into the large-scale server market in the United States. A key difference of this new market is the intense service element required to support the larger hardware. Specifically, the industry standard is to have a technician onsite with a required part within four hours of problem diagnosis. This type of service presents a problem for Dell, as its potential customers are widely dispersed throughout the United States. Should Dell create an in-house field service team to ensure service quality and maintain control of its customer relationships or outsource the field service to a third-party provider? Complicating the issue is the presence of IBM, the biggest player in the large-scale server market. May be used with: (5-606-032) Managing the Operating Role of Customers.
Teaching Note Author(s): Frei, Frances X. Publication Date: 07/25/2007 Revision Date: 04/04/2008 Product Type: Teaching Note HBS Number: 608046 Academic Discipline: Service management Product Description: Teaching Note to (603-067) and (607-081). Must be used with: (603067) Dell Computers (A): Field Service for Corporate Clients; (607081) Dell Computers (B): The Transition.
Teaching Note Author(s): Frei, Frances X.; Edmondson, Amy C. Publication Date: 03/28/2006 Revision Date: 03/30/2006 Product Type: Teaching Note HBS Number: 5-606-083 Academic Discipline: Service management Product Description: An abstract is not available for this product. Must be used with: (9-603-067) Dell Computers: Field Service for Corporate Clients.
Case Author(s): Christensen, Clayton M.; Thorp, Sarah Publication Date: 08/15/2000 Product Type: Case (Field) HBS Number: 9-601-039 Geographic Setting: Minneapolis, MN Industry Setting: Education industry Number of Employees: 4,372 Event Year Start: 2000 Event Year End: 2000 Subjects: Change management; Disruptive technologies; Health care; Innovation; Leadership; Organizational behavior; Service management; Social enterprise Academic Discipline: Service management Product Description: Margaret McLaughlin has just begun her new appointment as the Dean of Health Professions at the College of St. Catherine in Minneapolis/St. Paul, Minnesota. As an education leader, her charge is to develop Minnesota's health care workforce for the future. She is approached by members of her nursing faculty, who want her to consider launching their very own nurse-practitioner-run clinic. Typically, clinics have been run and directed by physicians. The faculty have suggested four options for the kind of clinic they might run, and McLaughlin must advise them on a course of action. Teaching Purpose: Students will select the kind of nurse practitioner clinic that would be most appropriate for the College of St. Catherine. The analysis will begin by examining the context in which the college is operating and discuss the major criteria that need to be used in making this decision. They will consider the move “up-market” for nurse practitioners' over time, as they have taken on more responsibilities similar in nature to those of a physician. Specifically, students will discuss how nurse practitioners' work has changed over time and the regulations, technological innovations, patient needs, and infrastructure developments that have encouraged this change. Finally, students will debate whether it would make sense to launch their own clinic. They will choose among four options f
Case Author(s): Rayport, Jeffrey F.; Knoop, Carin-Isabel; Publication Date: 08/17/1998 Revision Date: 10/14/1998 Product Type: Case (Library) Product Description: In 1994, just 10 years after its filmed entertainment division lost $33 million, Disney's animated creation ``The Lion King'' became the second highest grossing film ever. In addition to drawing $740 million in worldwide box office sales, Lion King merchandise sales exceeded $1.5 billion. This case describes Disney CEO Michael Eisner's strategy in rebuilding the filmed entertainment division, the making of ``The Lion King,'' and the design and execution of a mini-Lion King retail industry. Along with the movie's achievements, Disney was experiencing internal chaos. Teaching Purpose: To demonstrate Disney's ability to leverage the value of its creative content across its divisions. May be used with: (9-899-042) Disney's ``The Lion King'' (B): The Synergy Group; (9-899-043) Disney's ``The Lion King'' (C): Repeat Performance. HBS Number: 9-899-041 Geographic Setting: United States Industry Setting: entertainment Number of Employees: 110,000 Gross Revenues: $10 billion revenues Event Year Start: 1994 Event Year End: 1995 Subjects: Entertainment industry; Intellectual capital; Marketing planning; Organizational change; Organizational structure; Product development; Product management Academic Discipline: Service management Supplementary Materials: Teaching Note, (5-899-098), 15p, by Jeffrey F. Rayport, Carin-Isabel Knoop, Cate Reavis
Case Author(s): Rayport, Jeffrey F.; Knoop, Carin-Isabel; Publication Date: 08/17/1998 Revision Date: 10/06/1998 Product Type: Case (Library) Product Description: In the late 1980s, Disney CEO Michael Eisner introduced a synergy group to the company's organizational structure. The synergy group was responsible for keeping all of Disney's divisions informed and updated on company projects and marketing strategies. Teaching Purpose: To demonstrate how Disney's internal structure helped the company maximize asset value from its creative content. May be used with: (9-899-041) Disney's ``The Lion King'' (A): The $2 Billion Movie; (9-899-043) Disney's ``The Lion King'' (C): Repeat Performance. HBS Number: 9-899-042 Geographic Setting: United States Industry Setting: entertainment Number of Employees: 110,000 Gross Revenues: $10 billion revenues Event Year Start: 1994 Event Year End: 1995 Subjects: Entertainment industry; Intellectual capital; Marketing planning; Organizational change; Organizational structure; Product development; Product management Academic Discipline: Service management Supplementary Materials: Teaching Note, (5-899-098), 15p, by Jeffrey F. Rayport, Carin-Isabel Knoop, Cate Reavis
Case Rayport, Jeffrey F.; Knoop, Carin-Isabel; Reavis, Cate Three of Disney's animated films that followed "The Lion King"--"Pocahontas," "Toy Story," and "The Hunchback of Notre Dame"--were significantly less successful at the box office and in retail sales. Meanwhile, Disney was focusing on developing live-action blockbusters. Teaching Purpose: To have students consider whether success of "The Lion King" was due to close collaboration between Disney's divisions in marketing and selling the film, or whether the movie's content was the primary force behind its triumph. Why hadn't the company produced another Lion King? May be used with: (9-899-041) Disney's "The Lion King" (A): The $2 Billion Movie; (9-899-042) Disney's "The Lion King" (B): The Synergy Group. HBS Number: 9-899-043 Type: Case (Library) Publication Date: 8/17/1998 Revision Date: 10/6/1998 Geographic Setting: United States Industry Setting: entertainment Number of Employees: 110,000 Gross Revenues: $12 billion revenues Event Year Start: 1995 Event Year End: 1996 Subjects: Entertainment industry; Intellectual capital; Marketing planning; Organizational change; Organizational structure; Product development; Product management Supplementary Materials: Teaching Note, (5-899-098), 15p, by Jeffrey F. Rayport, Carin-Isabel Knoop, Cate Reavis
Case Author(s): Poorvu, William J.; Segel, Arthur I.; Silverstein, Amy Publication Date: 08/28/2001 Revision Date: 12/07/2006 Product Type: Case (Field) HBS Number: 9-802-023 Geographic Setting: Miami, FL Industry Setting: Real estate; Real estate developments Event Year Start: 2000 Event Year End: 2000 Subjects: Acquisitions; Real estate; Real estate investment Academic Discipline: Service management Product Description: Doral Costa is a proposed 277,803 square foot Class A office park development in Miami, FL. Trammell Crow Co. would like to develop this office park in joint venture with a partner. Samantha Spar, the acquisitions partner at Titan Associates, a large real estate institutional advisory firm, must decide whether to recommend participation in this development to her client, QRS, a public pension fund. Samantha must evaluate this location, the Southern Florida office market, the proposed building design, the lease-up and financial projections, the economic terms of the deal, and the potential partner to make a decision.
Case Author(s): Horovitz, Jacques; Ohlsson, Anne-Valerie Publication Date: 01/01/2004 Revision Date: 01/07/2005 Product Type: Case (Field) Publisher: IMD - International Institute for Management Development HBS Number: IMD224 Number of Employees: 400 Event Year Start: 2000 Event Year End: 2004 Subjects: Growth strategy; Information technology; International business; Services; Telecommunications Academic Discipline: Service management Supplementary Materials: Teaching Note, (IMD225), 14p, by Jacques Horovitz, Anne-Valerie Ohlsson Product Description: Dubai Internet City (DIC) was inaugurated in October 2000. Despite carrying the name “Internet,” the free zone was designed as a hub for all information and communications technology companies. Although the original plan focused primarily on real estate, the shift to an innovative, one-stop approach was almost immediate. DIC not only offered its clients office space, but handled visas, incorporation, travel bookings, work permits, etc. To support clients further, DIC set up a state-of-the-art telecommunications company. This was the first in a series of businesses that DIC launched to serve customers and then spin-off as stand-alone entities. The park's objective was to help companies do business in the area while making it as easy as possible to operate out of Dubai. The fact that the park operated inside a free zone meant that it could offer clients attractive deals such as 100% foreign ownership, no tax, or 100% repatriation of capital. The large concentration of companies working from a single location (600 by 2004) also created networking opportunities, which the company further supported through organized events. By 2004, the company had reached the objectives it had set for 2007 and began looking at different options: internationalizing by either building, operating, or advising on si
Teaching Note Author(s): Horovitz, Jacques; Ohlsson, Anne-Valerie Publication Date: 07/30/2004 Product Type: Teaching Note Publisher: IMD - International Institute for Management Development HBS Number: IMD225 Academic Discipline: Service management Product Description: Teaching Note to (IMD224). Must be used with: (IMD224) Dubai Internet City: Serving Business.
Teaching Note Author(s): Lovelock, Christopher H.; Dolan, Robert J. Publication Date: 09/18/1984 Product Type: Teaching Note HBS Number: 5-585-057 Academic Discipline: Service management Product Description: Teaching Note for (9-581-114). Must be used with: (9-581-114) Dunfey Hotels Corp.
Case Author(s): Rayport, Jeffrey F.; Ardito, Carrie L.; Lo Publication Date: 04/08/1998 Product Type: Case (Field) Product Description: E! Online is the on-line brand extension of the cable-TV channel dedicated to entertainment news. E! Online must compete with other entertainment sites on the web, as well as create synergy between E! Online and E! Entertainment Television in order to build a mega-brand on the web. HBS Number: 9-898-010 Geographic Setting: Los Angeles, CAIndustry Setting: entertainmentNumber of Employees: 51 Event Year Start: 1998Event Year End: 1998 Subjects: Brands; Entertainment industry; Information technology; Internet; Marketing strategy; Service management; World Wide Web Academic Discipline: Service management Supplementary Materials: Supplement (Field), (9-898-224), 1p, by Jeffrey F. Rayport, Dickson L. Louie
Case Author(s): Rayport, Jeffrey F.; Louie, Dickson L. Publication Date: 04/08/1998 Product Type: Supplement (Field) Product Description: Supplements the (A) case. Must be used with: (9-898-010) E! Online (A): www.eonline.com. HBS Number: 9-898-224 Geographic Setting:Industry Setting: Subjects: Brands; Entertainment industry; Information technology; Internet; Marketing strategy; Service management; World Wide Web Academic Discipline: Service management
Case Jones, Thomas O. The CEO of one of the top 25 advertising agencies confronts major changes in the marketplace. He chooses to reengineer the firm. HBS Number: 9-398-012 Type: Case (Field) Publication Date: 7/10/1997 Geographic Setting: Washington, DC Industry Setting: advertising Number of Employees: 1,000 Gross Revenues: $400 million revenues Event Year Start: 1994 Event Year End: 1994 Subjects: Advertising; Reengineering; Service management Supplementary Materials: Supplement (Field), (9-398-014), 4p, by Thomas O. Jones
Case Author(s): Jones, Thomas O. Publication Date: 07/10/1997 Product Type: Supplement (Field) Product Description: Supplements the (A) case. Must be used with: (9-398-012) Earle Palmer Brown (A). HBS Number: 9-398-014 Subjects: Advertising; Reengineering; Service management Academic Discipline: Service management
Case Author(s): Nanda, Ashish; DeLong, Thomas J.; Landry, Publication Date: 04/25/2000 Product Type: Note Product Description: Provides an overview of the history and development of the e-consulting industry, as well as the issues facing it. HBS Number: 9-800-312 Subjects: Consulting; Consulting firms; Electronic commerce; Management of professionals; Professional services; Service organizations Academic Discipline: Service management
Case Rayport, Jeffrey F.; Dann, Jeremy; Schmults, Rob Egghead Software was an entrenched traditional chain retailer specializing in computer software and peripherals until early 1998, by which point it had established a nationwide chain of mall and shopping center stores and a well-organi HBS Number: 9-898-283 Type: Case (Field) Publication Date: 6/12/1998 Revision Date: 1/11/2000 Geographic Setting: Unspecified Industry Setting: computers Gross Revenues: $1 million revenues Event Year Start: 1998 Event Year End: 1998 Subjects: Electronic commerce; Information technology; Retailing industry; Software industry; World Wide Web
Case DeLong, Thomas J.; Hart, Myra; Peyus, Sharon I. Explores the challenges of choosing how to grow a professional services firm (PSF). Before developing a growth strategy, the partners need to reach consensus about what business(es) the company should be in. Each of the three partners has differing views of what the company should be doing to develop and maintain strong customer relationships. Teaching Purpose: To challenge students to determine competitive positioning in a climate where markets are changing, customers are demanding more from the organization, and employees want to continue to grow and develop. HBS Number: 9-800-047 Type: Case (Field) Publication Date: 9/8/1999 Geographic Setting: Unspecified Industry Setting: system integration solutions Number of Employees: 75 Event Year Start: 1999 Event Year End: 1999 Subjects: Growth strategy; Market positioning; Professional services Supplementary Materials: Supplement (Field), (9-800-171), 2p, by Thomas J. DeLong, Myra Hart, Sharon I. Peyus
Teaching Note For use with 9-802-001 HBS Number: 5-802-153 Subjects: Education; Entrepreneurship; Implementation; Information technology; Internet; Organizational design; Service management
Case Author(s): Loveman, Gary; Schlesinger, Leonard A.; An Publication Date: 08/13/1992 Revision Date: 06/04/1993 Product Type: Case (Library) Product Description: The Walt Disney Co. theme parks historically have thrived on the basis of a formula stressing excellent customer service and a magnificent physical environment. The formula has proven successful in Japan, as well as the United States. With the controversial opening of Euro Disney in France, however, there has become reason to doubt the international appeal of the formula. The case documents issues involved with Euro Disney. Examines the transferability of a successful service concept across international boundaries. HBS Number: 9-693-013 Geographic Setting: Paris, France Industry Setting: entertainment Company Size: large Number of Employees: 16,000 Gross Revenues: $1 billion revenues Event Year Start: 1992 Event Year End: 1992 Subjects: Entertainment industry; France; International business; Service management Academic Discipline: Service management Supplementary Materials: Teaching Note, (5-693-082), 12p, by Gary Loveman, Robert T. Anthony
Case Hallowell, Roger; Darwall, Christina Silicon Valley start-up Everdream wants to turn the provision of PC's to small business into a turn key service including excellent 24/7 support. This case explores what it will take to do this by focusing on the question of what, if anything, Everdream can guarantee. Teaching Purpose: Illustrates the role of service in high technology, the effect it has on "infinite scalability," and the role of a guarantee in delivering and marketing service. HBS Number: 9-800-251 Type: Case (Field) Publication Date: 4/4/2000 Revision Date: 6/20/2000 Geographic Setting: Silicon Valley, CA Industry Setting: high technology Company Size: start-up Event Year Start: 2000 Event Year End: 2000 Subjects: California Research Center; Computer services; Entrepreneurship; High technology; Internet; Operations management; Service management; Silicon Valley Supplementary Materials: Teaching Note, (5-800-401), 12p, by Roger Hallowell
Teaching Note For use with 9-800-251 HBS Number: 5-802-168 Subjects: California Research Center; Computer services; Entrepreneurship; High technology; Internet; Operations management; Service management; Silicon Valley
Case Heskett, James L.; Ray, Kenneth The Fairfield Inn, an economy hotel venture by the Marriott Corp., has developed a novel method for selecting and measuring the performance of its hotel personnel that fits the company's strategy. Because it faces the need to grow rapidly, questions have arisen as to whether to offer franchises and in what form, considering the need to protect its unique concept. May be used with: (9-692-005) Fairfield Inn (B). HBS Number: 9-689-092 Type: Case (Field) Publication Date: 6/30/1989 Revision Date: 5/21/1993 Geographic Setting: United States Industry Setting: hotel Company Size: mid-size Gross Revenues: $100 million revenues Event Year Start: 1989 Event Year End: 1989 Subjects: Franchising; Hotels & motels; Human resources management; Personnel management Supplementary Materials: Teaching Note, (5-693-025), 12p, by James L. Heskett; Teaching Note, (5-692-086), 22p, by Leonard A. Schlesinger, Roger Hallowell
Case Heskett, James L. The vice president at Fairfield Inn transfers a request by one of his managers to order performance standards for his unit. At the same time, the management of the chain must decide how fast and in what manner to grow the chain. Teaching Purpose: To illustrate the "cycle of capability" in delivering services. To discuss the strengths and weaknesses of franchising. HBS Number: 9-396-170 Type: Case (Field) Publication Date: 11/21/1995 Revision Date: 7/24/1997 Geographic Setting: United States Industry Setting: hotel Company Size: mid-size Gross Revenues: $100 million revenues Event Year Start: 1989 Event Year End: 1989 Subjects: Franchising; Hotels & motels; Human resources management; Personnel management
Case Heskett, James L. The manager of a Fairfield Inn located near a family entertainment center is requesting special consideration for a falling quality rating caused, in his opinion, by unusually high occupancy rates at his unit. The case raises questions about quality measurement, control, and the consistency of an operating strategy. May be used with: (9-689-092) Fairfield Inn (A). HBS Number: 9-692-005 Type: Case (Field) Publication Date: 7/5/1991 Revision Date: 5/21/1993 Geographic Setting: United States Industry Setting: hospitality Company Size: mid-size Gross Revenues: $100 million revenues Event Year Start: 1990 Event Year End: 1990 Subjects: Hotels & motels; Incentives; Operations management; Performance measurement; Quality control; Service management
Case Author(s): Nanda, Ashish; Landry, Scot Publication Date: 11/17/1999 Revision Date: 02/16/2002 Product Type: Case (Library) Product Description: Traces the history and development of consulting within Andersen and the history of the schism between Arthur Andersen and Andersen Consulting. Ends with the two units seeking external arbitration of their dispute. Teaching Purpose: To study the internal tensions of management of a multidisciplinary professional services firm. May be used with: (9-800-210) Family Feud: Andersen vs. Andersen (B). HBS Number: 9-800-064 Geographic Setting: Global Industry Setting: consulting, accounting, professional services Company Size: large Number of Employees: 90,000 Gross Revenues: $14 billion revenues Event Year Start: 1989 Event Year End: 1999 Subjects: Business policy; Consulting; Corporate governance; Management of professionals; Organizational design; Professional services Academic Discipline: Service management
Teaching Note Author(s): Nanda, Ashish; Prusiner, Lauren Publication Date: 10/01/2004 Revision Date: 03/24/2008 Product Type: Teaching Note HBS Number: 905033 Academic Discipline: Service management Product Description: Teaching Note to (9-800-064) and (9-800-210). Must be used with: (800064) Family Feud: Andersen vs. Andersen (A); (800210) Family Feud: Andersen vs. Andersen (B).
Case Nanda, Ashish; Landry, Scot Arbitration proceedings have been initiated between Andersen Consulting and Arthur Andersen. The case details developments during 1999 and 2000, as the arbitration nears a decision. Teaching Purpose: To study the break-up process of a multidisciplinary professional services firm. May be used with: (9-800-064) Family Feud: Andersen vs. Andersen (A). HBS Number: 9-800-210 Type: Case (Library) Publication Date: 4/10/2000 Revision Date: 7/17/2000 Geographic Setting: Global Industry Setting: consulting Company Size: large Number of Employees: 100,000 Gross Revenues: $20 billion revenues Event Year Start: 1999 Event Year End: 2000 Subjects: Business policy; Consulting; Corporate governance; Management of professionals; Organizational design; Professional services
Case Hart, Christopher W.L. Discusses a large overnight express company, which guarantees its service, and which has created a major headache for one of its customers. The problem exposes deficiencies in its service and in the guarantee it has advertised heavily. A formal complaint is made to the CEO. From the CEO's perspective, students must confront a variety of issues related to the problem. HBS Number: 9-690-004 Type: Case (Field) Publication Date: 10/27/1989 Geographic Setting: Tennessee Industry Setting: air freight Company Size: mid-size Subjects: Air freight service; Customer relations; Customer service; Quality control; Services; Transportation Supplementary Materials: Supplement (Field), (9-690-005), 3p, by Christopher W.L. Hart; Supplement (Field), (9-690-006), 2p, by Christopher W.L. Hart; Supplement (Field), (9-690-007), 2p, by Christopher W.L. Hart; Supplement (Field), (9-690-008), 4p, by Christopher W.L. Hart; Teaching Note, (5-690-034), 10p, by Christopher W.L. Hart
Case Hart, Christopher W.L. See (A) case. Must be used with: (9-690-004) Federal Express: The Money Back Guarantee (A). HBS Number: 9-690-005 Type: Supplement (Field) Publication Date: 10/27/1989 Industry Setting: Air freight service; Customer relations; Customer service; Quality control; Services; Transportation Subjects: Air freight service; Customer relations; Customer service; Quality control; Services; Transportation
Case Hart, Christopher W.L. See (A) case. Must be used with: (9-690-004) Federal Express: The Money Back Guarantee (A). HBS Number: 9-690-006 Type: Supplement (Field) Publication Date: 10/27/1989 Industry Setting: Air freight service; Customer relations; Customer service; Quality control; Services; Transportation Subjects: Air freight service; Customer relations; Customer service; Quality control; Services; Transportation
Case Hart, Christopher W.L. See (A) case. Must be used with: (9-690-004) Federal Express: The Money Back Guarantee (A). HBS Number: 9-690-007 Type: Supplement (Field) Publication Date: 10/27/1989 Industry Setting: Air freight service; Customer relations; Customer service; Quality control; Services; Transportation Subjects: Air freight service; Customer relations; Customer service; Quality control; Services; Transportation
Case Hart, Christopher W.L. See (A) case. Must be used with: (9-690-004) Federal Express: The Money Back Guarantee (A). HBS Number: 9-690-008 Type: Supplement (Field) Publication Date: 10/27/1989 Industry Setting: Air freight service; Customer relations; Customer service; Quality control; Services; Transportation Subjects: Air freight service; Customer relations; Customer service; Quality control; Services; Transportation
Case Rayport, Jeffrey F.; Louie, Dickson L. Describes the operations and strategy of the world's largest, fastest growing branchless bank. Using a person-to-person interface over conventional phone lines, First Direct provides standard banking and related financial products to n HBS Number: 9-897-079 Type: Case (Field) Publication Date: 2/19/1997 Revision Date: 4/9/1998 Geographic Setting: Leeds, U.K. Industry Setting: banking (retail) Number of Employees: 2,600 Event Year Start: 1996 Event Year End: 1996 Subjects: Bank management; Customer service; Direct marketing; Information technology; Marketing strategy; Service management; United Kingdom Supplementary Materials: Supplement (Library), (9-898-145), 2p, by Jeffrey F. Rayport, Carrie L. Ardito
Case Author(s): Rayport, Jeffrey F.; Ardito, Carrie L. Publication Date: 04/09/1998 Product Type: Supplement (Library) Product Description: Supplements the (A) case. Must be used with: (9-897-079) First Direct (A). HBS Number: 9-898-145 Geographic Setting:Industry Setting: Subjects: Bank management; Customer service; Direct marketing; Information technology; Marketing strategy; Service management; United Kingdom Academic Discipline: Service management
Case Nanda, Ashish; DeLong, Thomas J.; Landry, Scot Presents two situations: 1) two graduating MBAs from Harvard Business School compare and contrast their strategies for getting off to a good start in consulting, and 2) a junior consultant has to deal with the reception of difficult feedback in his very first performance review. Teaching Purpose: To help students reflect on: 1) developing a strategy to ensure a good start in professional services, and 2) ensuring a quick turnaround if they do not start well. HBS Number: 9-800-373 Type: Case (Gen Exp) Publication Date: 4/22/2000 Revision Date: 4/27/2000 Geographic Setting: Boston, MA Industry Setting: consulting Event Year Start: 1999 Event Year End: 2000 Subjects: Career advancement; Careers & career planning; Consulting; Management of professionals; Performance appraisal; Professional services
Teaching Note For use with 9-800-373 HBS Number: 5-801-138 Subjects: Career advancement; Careers & career planning; Consulting; Management of professionals; Performance appraisal; Professional services
Teaching Note Author(s): Frei, Frances X. Publication Date: 01/25/2008 Revision Date: 04/04/2008 Product Type: Teaching Note HBS Number: 608049 Academic Discipline: Service management Product Description: An abstract is not available for this product. Must be used with: (602013) First Union Corp. (A): Future Bank.
Case Hart, Christopher W.L.; Livingston, Joan S. Describes a major electric utility's highly successful effort to institute a comprehensive quality improvement program throughout the organization. Designed to be used in a comparative analysis of the quality improvement effort describ HBS Number: 9-688-043 Type: Case (Field) Publication Date: 12/1/1987 Revision Date: 8/15/1990 Geographic Setting: Florida Industry Setting: electric utility Company Size: large Event Year Start: 1981 Event Year End: 1987 Subjects: Electric power; Organizational change; Participatory management; Productivity; Public utilities; Quality control; Services; Strategy implementation
Case Schlesinger, Leonard A.; Pelofsky, Mark Since Henry Ford founded Ford Motor Co., Ford vehicles have been sold and serviced the same way. By the late 1980s Ford began to consider making changes in its sales and service process. Two developments forced Ford to reconsider these HBS Number: 9-690-030 Type: Case (Field) Publication Date: 11/22/1989 Revision Date: 2/28/1992 Geographic Setting: United States Industry Setting: automotive Company Size: Fortune 500 Gross Revenues: $90 billion sales Event Year Start: 1989 Event Year End: 1989 Subjects: Automobiles; Customer relations; Customer service; Franchising; Services Supplementary Materials: Supplement (Exercise), (9-690-061), 7p, by Leonard A. Schlesinger; Teaching Note, (5-690-062), 33p, by Leonard A. Schlesinger, Mark Pelofsky
Case Author(s): Hallowell, Roger; Knoop, Carin-Isabel; Bow Publication Date: 12/12/2002 Revision Date: 01/08/2003 Product Type: Case (Field) Product Description: Illustrates how Four Seasons manages hotels in countries with strong and distinct national cultures. Focuses on how the chain meets its exacting service standards in a variety of settings worldwide, with special attention on France. Teaching Purpose: To explore the role of organizational values and culture in a global strategy, leading to the development of a framework illustrating what differs and what remains constant in a service organization across multiple national settings. HBS Number: 9-803-069 Geographic Setting: France Industry Setting: hospitality Event Year Start: 2002 Event Year End: 2002 Subjects: France; Globalization; Hotels & motels; Human resources management; Organizational behavior; Service management; Values Academic Discipline: Service management
Case Author(s): Hallowell, Roger Publication Date: 06/29/2000 Product Type: Case (Field) Product Description: Four Seasons has a love/hate relationship with technology, including the best web site in the industry. This case examines how a leading service delivers high tech/high touch, including its progressive human resource strategy. Teaching Purpose: Presents a contingent view on the use of technology for a service organization striving to be high tech/high touch. HBS Number: 9-800-385 Geographic Setting: Canada Industry Setting: hotels and resorts Number of Employees: 2,000 Subjects: Canada; Hotels & motels; Human resources management; Internet; Service management; Services; Technology Academic Discipline: Service management Supplementary Materials: Teaching Note, (5-801-048), 13p, by Roger Hallowell
Teaching Note For use with 9-800-385 HBS Number: 5-801-048 Subjects: Canada; Hotels & motels; Human resources management; Internet; Service management; Services; Technology
Case Author(s): Maister, David H.; Foote, John P.; Doyle, Publication Date: 12/01/1980 Revision Date: 09/22/1987 Product Type: Case (Field) Product Description: At a large advertising agency, a campaign for a major account develops problems at the last minute, and the campaign must be redone. The management supervisor must determine what went wrong, who was to blame, and what to do about it. HBS Number: 9-681-060 Geographic Setting: New York, NY Industry Setting: advertising agency Company Size: large Event Year Start: 1980 Event Year End: 1980 Subjects: Advertising; Advertising campaigns; Business services; Project management Academic Discipline: Service management Supplementary Materials: Teaching Note, (5-682-013), 13p, by David H. Maister
Case Rayport, Jeffrey F.; Ardito, Carrie L. Frontgate is a high-end, Lebanon, Ohio-based catalog. The decision-makers are trying to determine how much financial and personnel resources to invest in the development of a Web site. The decision is being made in light of branding issues and competitor's Web efforts. Teaching Purpose: Analysis and economics of customer acquisition and retention in traditional and new media direct marketing. HBS Number: 9-898-080 Type: Case (Field) Publication Date: 1/28/1998 Geographic Setting: Lebanon, OH Industry Setting: direct mail Event Year Start: 1997 Event Year End: 1997 Subjects: Direct marketing; Information technology; Marketing strategy; Retailing; Service management
Case Schlesinger, Leonard A.; Greene, Sarah Describes Star's experiment with gain sharing over a three-year period. Background on the industry and company's history are provided to establish the context for the shift to pay-for-performance. Describes the three different gain sharing programs, the resulting payouts, and organizational impact. HBS Number: 9-692-012 Type: Case (Field) Publication Date: 8/1/1991 Revision Date: 2/16/1992 Geographic Setting: Fond du Lac, WI Industry Setting: cable television Number of Employees: 326 Event Year Start: 1988 Event Year End: 1990 Subjects: Communications industry; Employee compensation; Employee empowerment; Human resources management; Service management Supplementary Materials: Teaching Note, (5-692-013), 14p, by Leonard A. Schlesinger, Sarah Greene, Roger Hallowell
Teaching Note For use with 9-692-012 HBS Number: 5-692-013 Subjects: Communications industry; Employee compensation; Employee empowerment; Human resources management; Service management
Case Author(s): Schlesinger, Leonard A.; Greene Flaherty, Sarah Publication Date: 08/01/1991 Revision Date: 02/16/1992 Product Type: Case (Field) Publisher: Harvard Business School HBS Number: 692012 Geographic Setting: Wisconsin Number of Employees: 326 Event Year Start: 1988 Event Year End: 1990 Subjects: Employee empowerment; Human resources management; Compensation; Service management Academic Discipline: Service Management Supplementary Materials: Case Teaching Note, (692013), 14p, by Sarah Greene Flaherty,Roger Hallowell Product Description: Describes Star's experiment with gain sharing over a three-year period. Background on the industry and company's history are provided to establish the context for the shift to pay-for-performance. Describes the three different gain sharing programs, the resulting payouts, and organizational impact.
Teaching Note Author(s): Frei, Frances X. Publication Date: 07/25/2007 Revision Date: 04/04/2008 Product Type: Teaching Note HBS Number: 608050 Academic Discipline: Service management Product Description: An abstract is not available for this product. Must be used with: (601038) Gateway: Moving Beyond the Box.
Case Author(s): Rayport, Jeffrey F. Publication Date: 04/09/1998 Product Type: Case (Field) Product Description: Geffen Records faces new challenges due to emerging technologies, namely, streaming audio and CD-recordable drives. These technologies have the ability to reshape the foundation on which the music industry is founded. A rewritten version of an earlier case. May be used with: (9-398-114) The U.S. Record Industry in 1997. HBS Number: 9-898-234 Geographic Setting: Los Angles, CAIndustry Setting: entertainmentGross Revenues: $500 million revenues Event Year Start: 1998Event Year End: 1998 Subjects: Entertainment industry; Information technology; Marketing strategy; Service management Academic Discipline: Service management Supplementary Materials: Teaching Note, (5-396-403), 17p, by Jeffrey F. Rayport
Teaching Note For use with 9-898-234 HBS Number: 5-396-403 Subjects: Entertainment industry; Information technology; Marketing strategy; Service management
Case Author(s): Heskett, James L. Publication Date: 11/17/1989 Revision Date: 06/30/1993 Product Type: Case (Field) Product Description: The national executive director of the Girl Scouts of the U.S.A. is reviewing the accomplishments of her administration as she prepares to leave her job. The case enables a class to review the ways in which the organization accomplishes what it does, including the effective use of volunteers and directors as well as a highly effective planning process designed to develop consensus concurrent with the management of the organization. The fact that Peter Drucker has referred to the Girl Scouts of the U.S.A. as the best-managed organization in the United States makes a general review of this case material worthwhile. May be used with: (9-690-046) Girl Scouts of the U.S.A. (B); (9-690-047) Girl Scouts of the U.S.A. (C). HBS Number: 9-690-044 Geographic Setting: New York Industry Setting: nonprofit organization Company Size: mid-size Gross Revenues: $500 million revenues Event Year Start: 1989 Event Year End: 1989 Subjects: Nonprofit organizations; Planning; Social enterprise Academic Discipline: Service management Supplementary Materials: Teaching Note, (5-690-072), 14p, by James L. Heskett, Leonard A. Schlesinger, Mark Pelofsky; Teaching Note, (5-692-097), 9p, by Leonard A. Schlesinger, Roger Hallowell; Case Video, (9-891-508), 18 min, by James L. Heskett
Teaching Note Author(s): Heskett, James L.; Schlesinger, Leonard A.; Pelofsky, Mark Publication Date: 05/02/1990 Product Type: Teaching Note Product Description: Teaching Note for (9-690-044), (9-690-046), and (9-690-047). Must be used with: (9-690-046) Girl Scouts of the U.S.A. (B); (9-690-044) Girl Scouts of the U.S.A. (A); (9-690-047) Girl Scouts of the U.S.A. (C). HBS Number: 5-690-072 Subjects: Nonprofit organizations; Planning; Social enterprise Academic Discipline: Service management
Case Author(s): Heskett, James L. Publication Date: 11/21/1989 Product Type: Case (Field) Product Description: The new executive director of a ``renegade'' Girl Scout Council has just fired all 25 members of her staff, giving little promise of cooperating with the National organization in the process. Although action on the part of the National management consultant to the local council is required, alternatives are limited. Specifically, the management consultant has to decide whether to request a Charter Compliance Audit which eventually could lead to the revocation of the council's charter. May be used with: (9-690-044) Girl Scouts of the U.S.A. (A); (9-690-047) Girl Scouts of the U.S.A. (C). HBS Number: 9-690-046 Geographic Setting: New York, NY Company Size: mid-size Gross Revenues: $500 million revenues Event Year Start: 1989 Event Year End: 1989 Subjects: Decentralization; Franchising; Social enterprise Academic Discipline: Service management Supplementary Materials: Teaching Note, (5-690-072), 12p, by James L. Heskett, Leonard A. Schlesinger, Mark Pelofsky; Teaching Note, (5-692-097), 9p, by Leonard A. Schlesinger, Roger Hallowell
Case Author(s): Heskett, James L. Publication Date: 11/22/1989 Product Type: Case (Field) Product Description: The National executive director of the Girl Scouts of the U.S.A. is faced with the decision about what further to do to encourage five recalcitrant local councils to adhere to the organization's standards limiting the number of local councils' sales of products. It is part of a continuing test of the National organization's ability to coordinate and maintain standards for the activities of its 334 local councils. May be used with: (9-690-044) Girl Scouts of the U.S.A. (A); (9-690-046) Girl Scouts of the U.S.A. (B). HBS Number: 9-690-047 Geographic Setting: New York, NY Company Size: mid-size Gross Revenues: $500 million revenues Event Year Start: 1989 Event Year End: 1989 Subjects: Decentralization; Franchising; Social enterprise Academic Discipline: Service management Supplementary Materials: Teaching Note, (5-690-072), 12p, by James L. Heskett, Leonard A. Schlesinger, Mark Pelofsky; Teaching Note, (5-692-097), 9p, by Leonard A. Schlesinger, Roger Hallowell
Case Holloway, Charles A.; Bonini, Charles P. Global Financial, a subsidiary of a major heavy equipment manufacturer, makes loans to customers for purchases of the parent company equipment. Global Financial's loan application process is the major subject of this case. Customers are unhappy with the slowness of the process, and a major competitor promises to process loans much faster. The details of the processing system, including historical data, are included. This allows examination of bottlenecks in the system, and suggestions for possible system design changes. HBS Number: OIT20 Type: Case (Field) Publication Date: 1/1/1997 Geographic Setting: California Industry Setting: financial Event Year Start: 1996 Event Year End: 1996 Subjects: Capacity planning; Financial services; Process analysis; Reengineering; Simulation; Systems analysis Supplementary Materials: Teaching Note, (OIT20T), 14p, by Charles A. Holloway, Charles P. Bonini Publisher: Publisher:Stanford University
Teaching Note For use with OIT20 HBS Number: OIT20T Subjects: Capacity planning; Financial services; Process analysis; Reengineering; Simulation; Systems analysis
Case Author(s): Nanda, Ashish; Salter, Malcolm S.; Groysberg, Boris; Matthews, Sarah G. Publication Date: 09/20/1999 Revision Date: 04/14/2006 Product Type: Case (Library) HBS Number: 9-800-016 Geographic Setting: New York, NY Industry Setting: Investment banking Event Year Start: 1998 Event Year End: 1998 Subjects: Corporate governance; Investment banking; IPO Academic Discipline: Service management Product Description: Addresses the proposed IPO and raises questions regarding how agency costs may rise or fall as Goldman converts from a private partnership to a public limited corporation.
Case Loveman, Gary; Carrigan, Linda Describes the challenges facing a cellular telephone company in Mexico as it positions itself in the explosive cellular market and prepares to become a full-service telecommunications provider. Faced with declining market share, revenues per subscriber, and operating income, IUSACELL attempts to understand the economics of its customers and define its customer acquisition and retention strategies. HBS Number: 9-395-028 Type: Case (Field) Publication Date: 8/5/1994 Geographic Setting: Mexico City Industry Setting: telecommunications Number of Employees: 2,000 Gross Revenues: $229 million revenues Event Year Start: 1993 Event Year End: 1994 Subjects: Customer service; Mexico; Service management; Telecommunications Supplementary Materials: Teaching Note, (5-395-103), 36p, by Gary Loveman, Jamie O'Connell
Case Author(s): Loveman, Gary; Slavitt, Andrew Publication Date: 09/13/1993 Revision Date: 01/05/1994 Product Type: Case (Field) Product Description: Habitat for Humanity, a not-for-profit, volunteer-based home builder, is coping with years of rapid growth and success. They now face a series of options to continue their successful course and must make corresponding organizational adjustments. Teaching objectives involve applying lessons learned in the Service Management course to this unique organization: specifically, can they think of themselves as a customer-focused organization and maintain their mission and culture, what are their best options for strategic growth, and how do they mobilize human resources and a headquarters organization at a grassroots nonprofit? HBS Number: 9-694-038 Geographic Setting: Georgia Industry Setting: nonprofit Gross Revenues: $110 million revenues Event Year Start: 1993 Event Year End: 1993 Subjects: Nonprofit organizations; Service management; Social enterprise; Social services Academic Discipline: Service management Supplementary Materials: Teaching Note, (5-395-146), 26p, by Gary Loveman, Jamie O'Connell
Case Meyer, Kathleen; Wattenberg, Laura Hal Rosenbluth joined his family's 100-year-old travel agency just as the industry was on the brink of transformation by airline deregulation and computer technology. Excited by the potential of the new travel environment, Rosenbluth m HBS Number: 9-996-043 Type: Case (Field) Publication Date: 3/1/1996 Geographic Setting: Philadelphia, PA Number of Employees: 3,500 Gross Revenues: $30 million revenues Event Year Start: 1974 Event Year End: 1995 Subjects: Corporate culture; Customer service; Deregulation; Ethics; Leadership; Management philosophy; Social enterprise Supplementary Materials: Supplement (Field), (9-996-044), 2p, by Kathleen Meyer, Laura Wattenberg; Teaching Note, (5-996-045), 4p, by Kathleen Meyer, Laura Wattenberg; Case Video, (9-996-546), 5 min, by Kathleen Meyer, Laura Wattenberg Publisher: Publisher:Business Enterprise Trust
Teaching Note For use with 9-396-030 HBS Number: 5-396-385 Subjects: International operations; Market segmentation; Professionals; Services; Silicon Valley; Software; Sourcing
Case Author(s): Loveman, Gary; O'Connell, Jamie Publication Date: 09/29/1995 Revision Date: 03/25/1996 Product Type: Case (Field) Product Description: Shows students how a custom software programming company takes advantage of differences between the United States and India in the cost of skilled labor (software engineers) to give its customers rare expertise and lower prices. Asks students to examine the company from its customers' point of view. HCL America offers customers three ways to purchase its services. The company can send its engineers to work on customers' premises on a temporary basis; do programming projects at its U.S. facilities, or send work to its ``software factories'' in India. A range of factors, including cost, determine which of these methods is best for a particular customer's project. Customers who send work to India often save 50% off the costs of doing the work in the United States. The decision point presents a potential customer, Sateesh Lele, who must decide whether to hire HCL America or a competitor, or use his own staff, for a particular project. If he hires HCL America, he must decide between three methods of work--on-site, in the United States, or in India. HBS Number: 9-396-030 Geographic Setting: California & India Industry Setting: contract software programming Number of Employees: 250 Gross Revenues: $23 million revenues Event Year Start: 1995 Event Year End: 1995 Subjects: International operations; Market segmentation; Professionals; Services; Silicon Valley; Software; Sourcing Academic Discipline: Service management Supplementary Materials: Teaching Note, (5-396-385), 26p, by Gary Loveman, Jamie O'Connell
Case Author(s): Frei, Frances X.; Edmondson, Amy C. Publication Date: 03/10/2006 Product Type: Note Product Description: Explores ways in which service firms can influence the behavior of their customers. Drawing from research on employee motivation and applying it to customer motivation, the note describes two levels of managerial control: instrumental control, which shapes behavior through the use of rational incentives, and normative control, which engages human emotions, motivating through the near-universal desire to be perceived in a positive light. May be used with: (5-606-082) Zipcar: Influencing Customer Behavior, Teaching Note. HBS Number: 9-606-061 Industry Setting: Service industries Subjects: Behavior; Group behavior; Human behavior; Management controls; Motivation; Service management Academic Discipline: Service management
Case Author(s): Nanda, Ashish; DeLong, Thomas J. Publication Date: 05/09/2001 Revision Date: 05/23/2002 Product Type: Case (Field) Product Description: Creating and sustaining a third-world-based technology company to compete globally (i.e. in the first-world) poses many challenges. Such challenges are examined through the genesis and progression of Infosys Technologies Ltd. Key decisions made by Chairman N.R. Narayana Murthy are particularly highlighted. Teaching Purpose: To understand the issues/challenges of doing business across cultures, particularly third-world/first-world. To examine and learn from dynamic business leader N.R. Narayana Murthy. HBS Number: 9-801-445 Geographic Setting: IndiaIndustry Setting: technologyGross Revenues: Rs. 9,214.6 (Indian Rupees) revenue Event Year Start: 1999Event Year End: 1999 Subjects: Cross cultural relations; India; IPO; Leadership; Software; Technology Academic Discipline: Service management Supplementary Materials: Teaching Note, (5-902-057), 11p, by Ashish Nanda, Thomas J. DeLong, Ying Liu
Teaching Note Author(s): Frei, Frances X. Publication Date: 07/27/2007 Revision Date: 04/04/2008 Product Type: Teaching Note HBS Number: 608044 Academic Discipline: Service management Product Description: An abstract is not available for this product. Must be used with: (602175) Innovation at Progressive (A): Pay-As-You-Go Insurance; (601138) Innovation at Progressive (B): Homeowners Insurance.
Case Author(s): Bohmer, Richard; Edmondson, Amy C.; Feldman, Laura R. Publication Date: 10/01/2002 Revision Date: 06/29/2006 Product Type: Case (Field) Product Description: Intermountain Health Care (IHC), an integrated delivery system based in Utah, has adopted a new strategy for managing health care delivery. The approach focuses management attention not only on the facilities where care takes place but also on physician decision making and the care process itself, with the aim of boosting physician productivity and improving care quality, while saving money. This case explores the challenges facing Brent James, executive director of the Institute for Health Care Delivery Research at IHC, as he implements new structures and systems (including a data warehouse for care outcomes, electronic patient records, computer workstations, clinical data support systems, and protocols for care) designed to support clinical process management across a geographically diverse group of physicians with varying levels of interest and dedication to IHC. Also highlights an innovative strategy for creating and disseminating knowledge at the individual and organizational levels to maintain high standards in care delivery. HBS Number: 9-603-066 Geographic Setting: Utah Industry Setting: Health care industry Event Year Start: 2002 Event Year End: 2002 Subjects: Change management; Health care; Health organizations management; Information systems; Innovation; Organizational structure Academic Discipline: Service management Supplementary Materials: Teaching Note, (5-603-082), 23p, by Richard Bohmer, Amy C. Edmondson
Case Author(s): Jones, Thomas O. Publication Date: 09/25/1992 Product Type: Case (Gen Exp) Product Description: A frequent flyer for a large international airline encounters typical, but recurring, service problems. The marketing management of the company explores the use of information technology in understanding and dealing with the issues involved. Concepts of database marketing are introduced in a concrete setting. Teaching Purpose: To explore the use of information systems in managing complex customer relationships and marketing communication programs. HBS Number: 9-693-045 Geographic Setting: Europe/United States Industry Setting: airlines Company Size: large Gross Revenues: $3 billion revenues Event Year Start: 1989 Event Year End: 1992 Subjects: Airlines; Customer service; Direct marketing; Information systems; Information technology; Market segmentation; Service management Academic Discipline: Service management
Case Author(s): Nanda, Ashish; DeLong, Thomas J.; Mullick, Monica Publication Date: 03/02/2001 Revision Date: 02/07/2004 Product Type: Case (Field) Product Description: Describes the work environment, systems, and processes that allow International Profit Associates (IPA) to follow a systematic four-step approach to providing advisory service to small business owners. Teaching Purpose: To help students understand the dynamics of consulting to small businesses, which are very different from the dynamics of consulting to large clients. HBS Number: 9-801-397 Geographic Setting: Buffalo Grove, IL Industry Setting: consulting Number of Employees: 1,500 Gross Revenues: $132 million revenues Event Year Start: 2000 Event Year End: 2001 Subjects: Business models; Consulting; Professional services Academic Discipline: Service management Supplementary Materials: Teaching Note, (5-902-059), 9p, by Ashish Nanda, Thomas J. DeLong, Ying Liu
Case Author(s): Loveman, Gary Publication Date: 05/05/1993 Revision Date: 12/15/1997 Product Type: Note Product Description: Many industry leading service providers are expanding internationally, with varying degrees of success. This note presents a framework for understanding the managerial challenges facing service firms as they enter foreign markets. In particular, focuses on key managerial tasks for successful internationalization and expands the concept of the "Strategic Service Vision" to include the specific issues associated with cross-border growth. Teaching Purpose: Intended to provide a conceptual framework, grounded in several companies' experiences, for a module on the internationalization of service businesses. HBS Number: 9-693-103 Subjects: Development stage enterprises; Entrepreneurial management; Financial analysis Academic Discipline: Service management
Case Author(s): Gittell, Jody Hoffer; O'Reilly, Charles A Publication Date: 02/10/2001 Revision Date: 10/29/2001 Product Type: Case (Field) Product Description: JetBlue Airways shows how an entrepreneurial venture can use human resource management, specifically a values-centered approach to managing people, as a source of competitive advantage. The major challenge faced by Ann Rhoades is to grow this people-centered organization at a rapid rate, while retaining high standards for employee selection and a small company culture. Teaching Purpose: To consider the role of human resource management, leadership, and values in a start-up venture, and to address the tension between a strong organizational culture and rapid growth. HBS Number: 9-801-354 Geographic Setting: New York, NY Industry Setting: airlines Company Size: start-up Number of Employees: 950 Event Year Start: 2000 Event Year End: 2000 Subjects: Airlines; Corporate culture; Entrepreneurship; Human resources management; Recruitment; Unionization; Values; Venture capital Academic Discipline: Service management Supplementary Materials: Teaching Note, (5-801-386), 6p, by Jody Hoffer Gittell, Charles A. O'Reilly III
Teaching Note For use with 9-801-354 HBS Number: 5-801-386 Subjects: Airlines; Corporate culture; Entrepreneurship; Human resources management; Recruitment; Unionization; Values; Venture capital
Case Author(s): Nanda, Ashish; DeLong, Thomas J.; Thorp, S Publication Date: 03/14/2000 Revision Date: 05/03/2001 Product Type: Case (Field) Product Description: Jill Greenthal, managing director at Donaldson, Lufkin & Jenrette, is leading her team of investment bankers to negotiate on behalf of Tele-Communications, Inc. (TCI) on a potential landmark deal with AT&T. Representing TCI in the negotiations is the culmination of relationships that Greenthal has nurtured over the course of a decade. Despite the best efforts of her team, negotiations appear poised on the edge of an impasse. Greenthal wonders what, if anything, her team can do to help find a better alternative. Teaching Purpose: Helps students explore: 1) how a "relationship manager" in a professional service firm builds and leverages relationships (externally with the key client and internally with team members and complementary departments) to execute critical transactions that are beneficial to the clients as well as the professional service firm; and 2) how effective investment banking teams work together intensively to close potential deals. May be used with: (9-800-242) Jill Greenthal at Donaldson, Lufkin & Jenrette: The TCI/AT&T Deal (B). HBS Number: 9-800-213 Geographic Setting: New York, NY, Boston, MAIndustry Setting: investment bankingNumber of Employees: 8,465Gross Revenues: $3.8 billion revenues Event Year Start: 1990Event Year End: 1998 Subjects: Entrepreneurial management; Investment banking; Leadership; Professional services; Service management; Women in business Academic Discipline: Service management
Case Author(s): Nanda, Ashish; DeLong, Thomas J.; Thorp, S Publication Date: 03/14/2000 Revision Date: 04/27/2001 Product Type: Case (Field) Product Description: Documents the hectic and grueling work done by Jill Greenthal's team at Donaldson, Lufkin & Jenrette in an attempt to execute a landmark deal on behalf of a key client. Teaching Purpose: Helps students explore: 1) how a "relationship manager" in a professional service firm builds and leverages relationships (externally with the key client and internally with team members and complementary departments) to execute critical transactions that are beneficial to the clients as well as the professional service firm; and 2) how effective investment banking teams work together intensively to close potential deals. May be used with: (9-800-213) Jill Greenthal at Donaldson, Lufkin & Jenrette: The TCI/AT&T Deal (A). HBS Number: 9-800-242 Geographic Setting: New York, NY, Boston, MAIndustry Setting: investment bankingNumber of Employees: 8,465Gross Revenues: $3.8 billion revenues Event Year Start: 1990Event Year End: 1998 Subjects: Entrepreneurial management; Investment banking; Leadership; Professional services; Service management; Women in business Academic Discipline: Service management
Case Loveman, Gary; Yanagihara, Tsunehiko The vice president of operations at Kuman Educational Institute USA is faced with the pressures of transferring a successful Japanese educational service concept to the United States. Kumon, a for-profit after-school supplementary educ HBS Number: 9-694-032 Type: Case (Field) Publication Date: 9/13/1993 Revision Date: 1/2/1996 Geographic Setting: United States Industry Setting: education Company Size: small Gross Revenues: $7 million revenues Event Year Start: 1993 Event Year End: 1993 Subjects: Academic administration; Franchising; Japan; Service management Supplementary Materials: Teaching Note, (5-698-006), 28p, by Gary Loveman, Sabina Ciminero
Case Author(s): Rayport, Jeffrey F.; Toth, Michelle Publication Date: 03/18/1998 Product Type: Case (Field) Product Description: Launch has developed an entertainment publication on CD-ROM with 240,000 subscribers and has recently introduced an on-line entertainment product (www.mylaunch.com) to complement the CD-ROM. Deals with multiple-channel delivery and platform selection and branding on the Web. HBS Number: 9-898-079 Geographic Setting: Santa Monica, CAIndustry Setting: CD-ROM/musicCompany Size: smallNumber of Employees: 30Gross Revenues: $5 million revenues Event Year Start: 1998Event Year End: 1998 Subjects: CD-ROM; Entertainment industry; Information technology; Marketing strategy; Service management; World Wide Web Academic Discipline: Service management
Case Author(s): Loveman, Gary W.; Anthony, Robert T. Publication Date: 10/08/1992 Revision Date: 12/04/1996 Product Type: Case (Field) HBS Number: 9-693-050 Geographic Setting: London Industry Setting: Apparel industry; Home furnishings Company Size: large Event Year Start: 1992 Event Year End: 1992 Subjects: Customer service; Distribution; International business; Partnerships; Service management Academic Discipline: Service management Supplementary Materials: Teaching Note, (5-693-083), 16p, by Gary W. Loveman, Robert T. Anthony Product Description: In an effort to improve its global distribution system and thus enhance customer service in its shops around the world, Laura Ashley entered into a path-breaking strategic alliance with Federal Express Business Logistics Services. Under the terms of a loosely structured partnership, Federal Express essentially takes over the warehouse and distribution activities formerly handled by Laura Ashley. The alliance is path breaking due to its largely informal structure, based more on trust and mutual benefit than on complicated rules and measures.
Teaching Note For use with 9-693-050 HBS Number: 5-693-083 Subjects: Customer service; Distribution; International business; Partnerships; Service management
Case Author(s): Oliva, Rogelio Publication Date: 02/07/2000 Product Type: Supplement Product Description: Designed to help students begin to progress from an intellectual to an operational understanding of how to better manage service business. Intellectual understanding is knowing what to do. With the simulation, we hope to help students develop a better "operational understanding" or knowing when and how much of it to do, and what indicators to keep in mind when making decisions. Through completion of this simulation exercise, students will come to appreciate the complexity of the mechanisms discussed in the Service Profit Chain model and the importance of timing when developing strategy in a service business. Teaching Purpose: To be used as a guideline for CD-ROM class project. Must be used with: (8052) Building Service, Driving Profits: RGP Financial Services, Interactive Simulation (Corporate Version). HBS Number: 9-800-248 Subjects: Computer services; Decision making; Employee compensation; Employee training; Job satisfaction; Service industries; Service management; Simulation; Software; Strategy formulation; Strategy implementation; Technology Academic Discipline: Service management
Case DeLong, Thomas J.; Harmeling, Susan S. Lebenthal and Co. has prospered in the bond business since 1924. Alexandra Lebenthal, granddaughter of the founders, has stepped up to lead the firm. She faces many challenges as the nature of the financial services business changes in dramatic ways. Can this firm which made its name in selling "odd-lots," compete with the larger financial houses that offer a myriad of products and services? How should Lebenthal and Co. respond? What should be their product mix? Should Alexandra sell the firm? How does she attract the best and brightest employees in the context of these environmental forces? HBS Number: 9-899-121 Type: Case (Field) Publication Date: 12/11/1998 Revision Date: 5/19/2000 Geographic Setting: New York Subjects: Bonds; Corporate strategy; Financial services; Services
Case Author(s): Nanda, Ashish; Groysberg, Boris Publication Date: 07/09/2001 Revision Date: 04/16/2002 Product Type: Case (Field) Product Description: Under Jack Rivkin's leadership, Shearson Lehman's research department rose from relative obscurity to the highest ranking research department on Wall Street within three years. The research department performs very well in 1990, 1991, and 1992. But, in August 1992, when Rivkin abruptly departs from the firm, Fred Fraenkel, the head of equity research, ponders what changes, if any, he ought to introduce to the research department's practices. A rewritten version of an earlier case. May be used with: (9-902-003) Lehman Brothers (B): Decline of the Equity Research Department. HBS Number: 9-902-002 Geographic Setting: Global Industry Setting: Investment banking Number of Employees: 250 Gross Revenues: $80 million research budget Event Year Start: 1987 Event Year End: 1992 Subjects: Human resources management; Investment banking; Leadership; Organizational change; Strategy implementation Academic Discipline: Service management Supplementary Materials: Teaching Note, (5-905-031), 22p, by Ashish Nanda, Lauren Prusiner
Teaching Note Author(s): Nanda, Ashish; Prusiner, Lauren Publication Date: 10/12/2004 Product Type: Teaching Note Product Description: Teaching Note to (9-902-002) and (9-902-003). Must be used with: (9-902-002) Lehman Brothers (A): Rise of the Equity Research Department; (9-902-003) Lehman Brothers (B): Decline of the Equity Research Department. HBS Number: 5-905-031 Subjects: Human resources management; Investment banking; Leadership; Organizational change; Professional services; Strategy implementation Academic Discipline: Service management
Case Author(s): Nanda, Ashish; Groysberg, Boris Publication Date: 07/09/2001 Revision Date: 01/23/2007 Product Type: Case (Field) HBS Number: 9-902-003 Geographic Setting: Global Industry Setting: Investment banking Number of Employees: 250 Gross Revenues: $80 million research budget Event Year Start: 1987 Event Year End: 1992 Subjects: Human resources management; Investment banking; Leadership; Organizational change; Strategy implementation Academic Discipline: Service management Supplementary Materials: Teaching Note, (5-905-031), 22p, by Ashish Nanda, Lauren Prusiner Product Description: This case tracks the rapid decline of Lehman Brothers' equity research department from August 1992, when, beset by declining ranking, low morale, and high turnover, firm management decides to clean house and reinvest in building the department. Must be used with: (9-906-034) Lehman Brothers (A): Rise of the Equity Research Department.
Case Author(s): Groysberg, Boris; Nanda, Ashish Publication Date: 02/10/2006 Revision Date: 01/22/2007 Product Type: Supplement (Field) HBS Number: 9-406-090 Subjects: Human resources management; Investment banking; Leadership; Organizational change; Strategy implementation Academic Discipline: Service management Product Description: An abstract is not available for this product. Must be used with: (9-906-034) Lehman Brothers (A): Rise of the Equity Research Department.
Case Author(s): Loveman, Gary; O'Connell, Jamie Publication Date: 10/26/1995 Revision Date: 06/28/1996 Product Type: Case (Field) Product Description: Li & Fung, one of the largest export trading companies in Asia, works primarily as an agent to connect U.S. and European manufacturers and retailers of nondurable, mass-market consumer goods with suppliers located all over East Asia who manufacture products according customer designs. Li & Fung's network of 2,000 suppliers in over a dozen countries is one of its most important competitive assets. This network consists of relationships with suppliers and knowledge of their capabilities and strengths. The network provides a number of benefits to customers, the most important being a wide variety of manufacturing options that differ by price, quality, and delivery time. Li & Fung's trading operations are organized into largely-independent, customer-focused divisions aided by regional branch offices. Its internal structure and incentives (especially compensation) are designed to motivate staff to customize service to each customer and to use the entire network to place each customer order with the supplier that most closely fits customer requirements. This design is especially important because of trading's low margins. HBS Number: 9-396-075 Geographic Setting: East Asia, Hong Kong, China Industry Setting: trading Number of Employees: 1,000 Gross Revenues: $780 million revenues Event Year Start: 1995 Event Year End: 1995 Subjects: Developing countries; Human resources management; International operations; Organizational structure; Service management; Sourcing; Southeast Asia Academic Discipline: Service management Supplementary Materials: Teaching Note, (5-396-386), 33p, by Gary Loveman, Jamie O'Connell
Teaching Note For use with 9-396-075 HBS Number: 5-396-386 Subjects: Developing countries; Human resources management; International operations; Organizational structure; Service management; Sourcing; Southeast Asia
Case Author(s): Powell, Elizabeth A.; McMillen, Sheila Publication Date: 06/18/1997 Product Type: Case (Field) HBS Number: UV0767 Industry Setting: Retail industry Event Year Start: 1996 Event Year End: 1996 Subjects: Community relations; Cross cultural relations; Discrimination; Diversity; Women in business Academic Discipline: Service management Supplementary Materials: Teaching Note, (UV0771), 4p, by Elizabeth A. Powell Product Description: The Mall of America's public relations manager considers whether to institute an escort policy aimed at curbing the disruptive behavior of some teenagers who frequent the Mall. Support for the policy is mixed. Mall visitors and merchants are generally in favor of the policy, while teens, some community residents, and activists argue that it is too extreme. To make a decision, mall officials must evaluate the policy from the point of view of multiple stakeholders.
Teaching Note Author(s): Powell, Elizabeth A. Publication Date: 01/23/2002 Product Type: Teaching Note HBS Number: UV0771 Academic Discipline: Service management Product Description: Teaching Note for [UV0767]. Must be used with: (UV0767) Mall of America.
Case Author(s): Lovelock, Christopher H. Publication Date: 02/01/1981 Revision Date: 05/09/1988 Product Type: Case (Field) Product Description: Management of a resort hotel near Palm Springs is reviewing the hotel's performance nine months after opening and planning a marketing strategy for 1980. Of particular concern is the strategy to adopt during the shoulder and off-seasons when demand for the product is lower. Should the hotel even remain open in the summer when other major hotels in the area are closed? Will attempts to stimulate summer demand negate the hotel's efforts to win a five-star rating? Twelve pages of exhibits include data on hotel usage in the area, and operating costs and revenues for Rancho Las Palmas. HBS Number: 9-581-084 Geographic Setting: California Industry Setting: lodging Gross Revenues: $10 million sales Event Year Start: 1979 Event Year End: 1979 Subjects: Communication strategy; Demand analysis; Economic analysis; Hotels & motels; Market segmentation; Pricing strategy; Product positioning Academic Discipline: Service management Supplementary Materials: Teaching Note, (5-585-058), 10p, by Christopher H. Lovelock
Case Rayport, Jeffrey F.; Olofson, Cathy Confounding predictions that the Internet would "disintermediate" commerce, making "middle man" companies all but obsolete, Marshall Industries, a leading electronics distributor, used the Internet and digital technologies to reinvent HBS Number: 9-899-239 Type: Case (Field) Publication Date: 5/12/1999 Revision Date: 4/5/2000 Geographic Setting: California Industry Setting: electronic distribution Number of Employees: 2,300 Gross Revenues: $1.4 billion revenues Event Year Start: 1994 Event Year End: 1998 Subjects: Electronic commerce; Information technology; Internet; Organizational change; Service management; Supply chain
Case Author(s): Bohmer, Richard; Shapiro, Lisa Publication Date: 03/15/2000 Product Type: Case (Field) Product Description: Medscape is a health care website that focuses on delivering high-quality information to health providers and consumers. This case describes Medscape's formation and business model, and asks, how is this model unique, and is it sustainable? Teaching Purpose: To discuss business models of health care websites. HBS Number: 9-600-056 Geographic Setting: UnspecifiedIndustry Setting: health care/Internet Event Year Start: 1999Event Year End: 1999 Subjects: Business models; Electronic commerce; Health care; Internet; Online information services Academic Discipline: Service management
Case Jeffrey F. Rayport ; Avnish Bajaj ; Steffan Haithcox ; Michael Kadyan CarPoint.com was Microsoft's Web-based entry into on-line automobile retailing. While CarPoint could not, in fact, "sell" or deliver any cars, it could shift much of consumer search, comparison, and decision-making, including pricing, from the physical platform of the traditional car dealer to the virtual world of the Web. This shift in buying behavior from marketplace to marketspace was significant in its implications for consumers and dealers; it gave consumers a wealth of information that they previously did not have along with no-negotiation pricing of cars, while it challenged dealers to change their approaches to these newly empowered and better informed consumers. CarPoint, however, was a late entrant, and it faced competition from category first-movers AutoByTel.com, AutoWeb.com, and AutoVantage.com. As a result, the case deals with larger issues of channel and consumer behavior change as well as tactical issues pertaining to competitive positioning in a competitive market both on-line and off-line. Teaching Purpose: To challenge students to analyze the complexity of managing consumer services in a category that explicitly requires integration of on-line and off-line sales and service activities. CarPoint and its HBS Number: 9-898-280 Type: Case (Field) Subjects: Automobile industry; Information services; Information technology; Internet; Service management; World Wide Web
Case Jeffrey F. Rayport ; Joe Keough ; Cathy Olofson In a business environment where Internet Service Providers (ISP) has become increasingly commodity-like, Charles Brewer, founder and CEO of MindSpring, the nation's sixth largest ISP and the recognized leader in customer satisfaction, ponders a proposed merger with Earthlink Network, Inc., the nation's fifth largest ISP. Competitors are offering a rich variety of products and services (AOL), ease-of-use and ease-of-access (MSN), and even free access (NetZero). MindSpring's annual revenues grew over 600% from 1996 to 1999, and Brewer knows it is important to maintain momentum. The issue of growth raises a number of strategic and tactical questions: How should MindSpring achieve growth and with what trade-offs? How should MindSpring and Earthlink merge its two cultures in the newly proposed merger? Was MindSpring's retaining of customers through superior service still the best strategy? Brewer would need to find ways to grow the number of subscribers but also new ways to differentiate the products of the newly combined MindSpring and Earthlink from other ISPs. HBS Number: 9-899-178 Type: Case (Field) Subjects: Customer service; Electronic commerce; Information technology; Internet; Mergers; Telecommunications
Case Author(s): Edmondson, Amy C.; Hajim, Corey; Mulderry, Kelly; Davis, John A. Publication Date: 11/08/2004 Revision Date: 09/14/2007 Product Type: Case (Field) HBS Number: 9-605-047 Geographic Setting: Connecticut Industry Setting: Retail industry Gross Revenues: $65 million Event Year Start: 2003 Event Year End: 2003 Subjects: Corporate culture; Customer service; Expansion; Family owned businesses; Information technology; Service organizations Academic Discipline: Service management Product Description: Describes a small, luxury retail chain's operational sophistication achieved through the use of technology and “high-touch” customer service. A family-run business, Mitchells has built its success with a customer service strategy known internally as “hugging.” The term is deceptively simple. The firm's true success lies in its blend of a warm, other-oriented corporate culture, sophisticated information technology, and an effective family business structure. It is currently considering further expansion for future generations. A rewritten version of an earlier case.
Case Author(s): Edmondson, Amy C.; Hajim, Corey Publication Date: 07/24/2003 Revision Date: 12/01/2003 Product Type: Case (Field) Product Description: Describes a small, luxury retail chain's operational sophistication achieved through the use of technology and high-touch customer service. A family-run business, Mitchells has built its success with a customer service strategy know internally as ``hugging.'' The term is deceptively simple. The firm's true success lies in its blend of a warm other-oriented corporate culture, sophisticated information technology, and an effective family business structure. It is currently considering further expansion for future generations. Teaching Purpose: To illustrate clear strategies for managing knowledge for superb customer service originating from a small-scale, regional retail business. Although the setting is regional, the approach is clearly applicable to many service organizations. HBS Number: 9-604-010 Geographic Setting: Westport, CT, Greenwich, CTIndustry Setting: retailNumber of Employees: 165Gross Revenues: $65 million Event Year Start: 2002Event Year End: 2002 Subjects: Corporate culture; Customer service; Expansion; Family owned businesses; Information technology; Retailing; Service organizations Academic Discipline: Service management
Teaching Note Author(s): Edmondson, Amy Publication Date: 02/06/2008 Product Type: Teaching Note HBS Number: 608090 Industry Setting: Retail industry Subjects: Corporate culture; Academic Discipline: Service management Product Description: An abstract is not available for this product.
Case Author(s): Rao, Jay Publication Date: 01/01/2000 Revision Date: 06/05/2004 Product Type: Case (Field) Publisher: Babson College Product Description: Describes the operations of a limited-menu restaurant to illustrate the following topics: restaurant as an operating system; cost structure in a limited-menu restaurant; areas of competitive advantage; basic process analysis in a service situation; and the development of a formula for a multisite concept. Teaching Purpose: To introduce the concept of the production-line approach to service. HBS Number: BAB035 Industry Setting: restaurant Subjects: Operations management; Process analysis; Restaurants; Service management Academic Discipline: Service management Supplementary Materials: Teaching Note, (BAB535), 7p, by Jay Rao
Case Jeffrey F. Rayport ; Dickson L. Louie Jeff Taylor, founder and CEO of Monster.com, ponders how his online site, the leading career site on the web, can continue its dominance (60% share in 1999) and growth on the Internet. Monster.com had just launched a nationwide branding campaign on television and entered a four-year deal with AOL. A rewritten version of an earlier case. HBS Number: 9-801-145 Type: Case (Field) Subjects: Brands; Entrepreneurship; Internet
Case Author(s): Hallowell, Roger; Reavis, Cate Publication Date: 11/15/2001 Revision Date: 01/07/2002 Product Type: Case (Field) Product Description: Monster.com helps participants develop criteria for success (profitability and growth) in an Internet business. Monster was one of the few Internet companies that had weathered the bursting of the dot com bubble and continued to grow both its revenues and profits at rates above 50% per year in 2001. This case examines why the company was able to do so and options for future growth. Also explores the question of how important focus is to an Internet company, asking how far from its core business Monster could diversify. In 2001, Monster was an Internet site that, among other things, connected individuals seeking jobs with organizations wanting to hire. Its substitutes included help wanted classified advertising in newspapers. Teaching Purpose: To examine the roles that information intensity, scalability (economies of scale), network effects, and increased customer value (vis-a-vis what is available from substitutes) play in driving profitability and growth for Internet businesses. In addition, offers opportunities for discussions of growth strategies (including internationalization) and focus from a general management perspective. HBS Number: 9-802-024 Geographic Setting: Washington Industry Setting: career search Number of Employees: 2,800 Gross Revenues: $362 million revenues Event Year Start: 2001 Event Year End: 2001 Subjects: Economies of scale; Electronic commerce; Expansion; Growth management; Information technology; Internet; Service management Academic Discipline: Service management Supplementary Materials: Teaching Note, (5-802-148), 14p, by Roger Hallowell; Teaching Note, (5-802-168), 25p, by Roger Hallowell
Teaching Note For use with 9-802-024 HBS Number: 5-802-168 Subjects: Economies of scale; Electronic commerce; Expansion; Growth management; Information technology; Internet; Service management
Case Lovelock, Christopher H. A state college seeks to boost enrollment in its extension courses and continuing education programs. Competition from other educational institutions is strong. Satellite campuses, developed to offer students greater convenience, have not proved popular. The college president has authorized an enlarged communication budget for the coming year in a last attempt to improve the situation. The dean of extension studies must develop a plan for 1983-87. Exhibits (nine pages) include market research data, a competitive profile, a regional map, and costs and availability of different advertising media. An updated version of an earlier case. HBS Number: 9-593-037 Type: Case (Gen Exp) Publication Date: 11/23/1992 Geographic Setting: United States Industry Setting: university Subjects: Advertising media; Advertising strategy; Competition; Higher education; Location of industry; Nonprofit marketing Supplementary Materials: Teaching Note, (5-593-056), 10p, by Christopher H. Lovelock
Case DeLong, Thomas J.; Conneely, Catherine; Rusher, Ann; Darst, David The 1997 merger of retail giant Dean Witter and investment bank Morgan Stanley was a year old when Bob Sculthorpe was appointed director of Private Client Services (PCS) at Morgan Stanley Dean Witter (MSDW). The firm was still operatin HBS Number: 9-899-107 Type: Case (Field) Publication Date: 12/18/1998 Revision Date: 12/1/1999 Geographic Setting: United States Industry Setting: investment banking Event Year Start: 1998 Event Year End: 1998 Subjects: Decision making; Financial services; Investment banking; Mergers; Professional services
Teaching Note For use with 9-899-107 HBS Number: 5-801-135 Subjects: Decision making; Financial services; Investment banking; Mergers; Professional services
Case Author(s): Hallowell, Roger; Clement, Helen Publication Date: 06/28/2001 Revision Date: 10/26/2001 Product Type: Case (Field) Product Description: A new software product enables wireless telcos to offer a self-service customer service solution, lowering costs and improving service levels. What is good self-service? How should the company prioritize its growth opportunities, and what should its capabilities be? How will these decisions affect its shareholders? Teaching Purpose: To illustrate the importance of the service component of self-service. To facilitate a discussion of a global growth strategy for a service firm/software developer and the tradeoffs it must make between growth and profitability. HBS Number: 9-801-462 Geographic Setting: United States and EuropeIndustry Setting: telecommunications softwareCompany Size: start-up Event Year Start: 2001Event Year End: 2001 Subjects: Globalization; Information technology; Internet; Service management; Software; Telecommunications Academic Discipline: Service management Supplementary Materials: Teaching Note, (5-802-150), 11p, by Roger Hallowell
Teaching Note For use with 9-801-462 HBS Number: 5-802-150 Subjects: Globalization; Information technology; Internet; Service management; Software; Telecommunications
Case Author(s): Frei, Frances X. Publication Date: 01/06/2005 Revision Date: 03/24/2006 Product Type: Exercise Product Description: Provides an opportunity for students to design a new service offering, paying careful attention to the link between strategic position, service offering, and operations design. HBS Number: 9-605-053 Subjects: Operations management; Service management; Service organizations; Services Academic Discipline: Service management
Case Author(s): Frei, Frances X. Publication Date: 01/06/2005 Revision Date: 03/28/2008 Product Type: Exercise HBS Number: 605053 Subjects: Operations management; Service management; Service organizations; Services Academic Discipline: Service management Supplementary Materials: Teaching Note, (5-608-132), 73p, by Frances X. Frei, Christine Harris-Van Keuren Product Description: Provides an opportunity for students to design a new service offering, paying careful attention to the link between strategic position, service offerings, and operations design. The corresponding module note further describes the exercise. May be used with: (606031) Designing Sustainable Service Models, Module Note.
Case Jeffrey F. Rayport ; Dickson L. Louie The senior management of The New York Times is faced with the challenge of how to develop new media products. Should Martin Nisenholtz, the president of The New York Times Electronic Media Co., develop one Web site for the newspaper or a portfolio of Web sites? The entire senior management team agrees that new media products would help extend the franchise of The New York Times in an electronic world. Teaching Purpose: To illustrate the challenges of creating businesses in a virtual world where consumer preference and demand are not yet fully known HBS Number: 9-898-132 Type: Case (Field) Subjects: Information services; Publishing industry; Service management
Case Hallowell, Roger Northwest Airlines forced hundreds of passengers to wait up to 8 1/2 hours on aircraft after reaching their destination in an unusually horrible service disaster. The case explores what occurred, why it occurred, and the feelings of those involved. Teaching Purpose: Pedagogy involves causes of service disasters, recovery from service failures, and the ramifications of service failures for highly regulated service industries. HBS Number: 9-800-053 Type: Case (Pub Mat) Publication Date: 7/28/1999 Revision Date: 11/10/1999 Geographic Setting: United States Industry Setting: airlines/services Event Year Start: 1999 Event Year End: 1999 Subjects: Airlines; Quality control; Service management; Services Supplementary Materials: Supplement (Pub Mat), (9-800-054), 2p, by Roger Hallowell; Supplement (Pub Mat), (9-800-055), 1p, by Roger Hallowell; Teaching Note, (5-800-162), 15p, by Roger Hallowell; Case Video, (9-801-802), 13 min, by Roger Hallowell
Case Author(s): Hallowell, Roger Publication Date: 07/28/1999 Revision Date: 10/13/1999 Product Type: Supplement (Pub Mat) Product Description: Supplements the (A) case. Must be used with: (9-800-053) Northwest Airlines and the Detroit Snowstorm (A). HBS Number: 9-800-054 Subjects: Airlines; Quality control; Service management; Services Academic Discipline: Service management Supplementary Materials: Teaching Note, (5-800-162), 17p, by Roger Hallowell; Case Video, (9-801-802), 13 min, by Roger Hallowell
Case Author(s): Hallowell, Roger Publication Date: 07/28/1999 Revision Date: 01/17/2001 Product Type: Supplement (Pub Mat) Product Description: Supplements the (A) case. Must be used with: (9-800-053) Northwest Airlines and the Detroit Snowstorm (A). HBS Number: 9-800-055 Subjects: Airlines; Quality control; Service management; Services Academic Discipline: Service management Supplementary Materials: Teaching Note, (5-800-162), 17p, by Roger Hallowell; Case Video, (9-801-802), 13 min, by Roger Hallowell
Case Schlesinger, Leonard A.; Dyer, Davis Deals with Northwest's financial crisis between the fall of 1992 and the following spring. Northwest's leaders face the problem of how to meet an impending $600 million payment on the 1989 LBO loan when the airline had run out of cash. Concludes by outlining options for Northwest to avert disaster, and it includes a brief background note on financial restructuring. HBS Number: 9-897-030 Type: Case (Field) Publication Date: 7/26/1996 Revision Date: 1/13/1997 Geographic Setting: United States Industry Setting: airline Event Year Start: 1992 Event Year End: 1992 Subjects: Airlines; Bankruptcy; Labor negotiations; Restructuring Supplementary Materials: Supplement (Field), (9-897-031), 4p, by Leonard A. Schlesinger, Davis Dyer; Supplement (Field), (9-897-032), 5p, by Leonard A. Schlesinger, Davis Dyer; Supplement (Field), (9-897-033), 4p, by Leonard A. Schlesinger, Davis Dyer
Case Schlesinger, Leonard A.; Dyer, Davis Describes the strategic position of Northwest Airlines in 1996 and discusses its financial rebound and changes and improvements since the 1993 restructuring agreement. Describes the company's new strategy and its management of principal strategic assets, focusing at length on the strategic alliance between Northwest and KLM Royal Dutch Airlines. Describes how the alliance was formed, how it obtained antitrust immunity from the U.S. Department of Transportation, and how that ruling facilitated operating cooperation between the two partners. Concludes by considering strains in the alliance and the impact of competitive alliances formed in 1996 by leading U.S. and European airlines. HBS Number: 9-897-034 Type: Case (Field) Publication Date: 7/29/1996 Revision Date: 1/13/1997 Geographic Setting: United States Industry Setting: airline Event Year Start: 1996 Event Year End: 1996 Subjects: Airlines; Corporate strategy; Restructuring
Case Author(s): Bohmer, Richard Publication Date: 05/11/1998 Revision Date: 09/29/1999 Product Type: Note Product Description: Presents an overview of managed care. Describes the relationship between provider and insurance companies, examines the implications for consumers, and discusses financial arrangements and operational characteristics commonly observed in the industry. Also provides a background to other HBS health care cases. HBS Number: 9-698-060 Geographic Setting:Industry Setting: Subjects: Health care; Health insurance; Health organizations management; Managed care; Service management Academic Discipline: Service management
Case Author(s): Bohmer, Richard; Harshbarger, Melanie Publication Date: 02/22/1999 Revision Date: 10/01/1999 Product Type: Note Product Description: A review of the use and effectiveness of financial incentives in changing physician behavior. Teaching Purpose: To give students a better understanding of financial incentives in changing physician behavior. May be used with: (9-699-124) Changing Physician Behavior. HBS Number: 9-699-151 Subjects: Compensation; Health care; Human behavior; Incentives; Management of professionals; Uncertainty Academic Discipline: Service management
Case Author(s): Segel, Arthur I. Publication Date: 07/25/2002 Product Type: Note Product Description: Covers the evolution of retail real estate in the United States. Specifically covers types of retail centers, such as neighborhood, community, regional, and super-regional as well as the recent phenomenon of the 1990s to 2002 of the growing emergence of value retail, i.e., discount, off-price, and manufacturer outlet retailers. HBS Number: 9-803-017 Subjects: Asset management; Real estate; Retailing Academic Discipline: Service management
Case Author(s): Mekikian, Gary; Roberts, John D. Publication Date: 04/24/2009 Product Type: Note Publisher: Stanford University HBS Number: IB80 Industry Setting: Computer services industries Subjects: Competitive environment; Global business; IT infrastructure; IT management; IT spending Academic Discipline: Service management Product Description: This note examines the history of the IT services industry and provides a detailed analysis of the market and its players during the period between the adoption of the personal computer as a business and consumer computing device from the early 1990s up to 2008, when most real-time information processing was performed on smartphones and other wireless devices
Case Author(s): Maister, David H. Publication Date: 10/01/1979 Revision Date: 03/17/1995 Product Type: Note Product Description: Contains four sections: 1) measuring the performance of queuing systems; 2) types of queuing systems; 3) the behavior of simple systems (elementary queuing theory); and 4) the management of queues (including a discussion of their psychology). HBS Number: 9-680-053 Subjects: Performance measurement; Services Academic Discipline: Service management
Case Author(s): Heskett, James L. Publication Date: 04/11/1996 Revision Date: 06/22/1999 Product Type: Case (Field) Product Description: Police Commissioner Bratten and his staff have led a process designed to create a results-oriented police department out of one that previously emphasized and measured effort. With increasing budgeting pressures, the next phase of effort calls for increasing emphasis on productivity as well as a reduction in crime. Teaching Purpose: Provides a good vehicle for studying leadership in a high performance organization. HBS Number: 9-396-293 Geographic Setting: New York, NY Industry Setting: police services Number of Employees: 45,000 Event Year Start: 1996 Event Year End: 1996 Subjects: Leadership; Local government; Productivity; Service management; Social enterprise Academic Discipline: Service management Supplementary Materials: Teaching Note, (5-300-056), 7p, by Clayton M. Christensen, Tara Donovan; Teaching Note, (5-900-021), 12p, by James L. Heskett
Teaching Note Author(s): Childress, Stacey; Clayton, Tonika Cheek Publication Date: 01/08/2007 Product Type: Teaching Note HBS Number: 5-407-056 Academic Discipline: Service management Product Description: An abstract is not available for this product. Must be used with: (9-396-293) NYPD New.
Case Schlesinger, Leonard A.; Pelofsky, Mark The Oakland A's baseball team underwent a major turnaround during the 1980s, both on the field and in the business office. One of the most significant improvements came in the area of customer service. The A's management believed that if they took care of their fans, they would remain loyal through winning and losing seasons. HBS Number: 9-690-088 Type: Case (Field) Publication Date: 4/11/1990 Revision Date: 3/13/1992 Geographic Setting: Oakland, CA Industry Setting: sports management Number of Employees: 200 Event Year Start: 1989 Event Year End: 1989 Subjects: Customer relations; Customer service; Entertainment industry; Sports Supplementary Materials: Teaching Note, (5-691-018), 10p, by Leonard A. Schlesinger, Mark Pelofsky
Case Author(s): Frei, Frances X.; Hajim, Corey Publication Date: 09/05/2002 Revision Date: 10/29/2002 Product Type: Case (Field) Product Description: Describes how a hotel and leisure company provides high-end service through its distinctive hotels and trains. Provides an opportunity to learn about the company's unusual quality practices and puts into doubt the unquestioned use of well-known practices, such as managing for consistency, offering incentives based on nonfinancial measures, and creating a unified message for a high-end brand. The main dilemma is whether the company should develop a loyalty program across its collection of hotels. Teaching Purpose: To challenge students to consider how to operate and manage a high-end service and offer an unconventional approach to achieving high-end quality. HBS Number: 9-603-024 Geographic Setting: GlobalIndustry Setting: hotel & leisureNumber of Employees: 4,400Gross Revenues: $261.3 million revenues Event Year Start: 2002Event Year End: 2002 Subjects: Hotels & motels; Loyalty; Operations management; Services Academic Discipline: Service management
Teaching Note Author(s): Frei, Frances X. Publication Date: 03/31/2006 Product Type: Teaching Note HBS Number: 5-606-106 Academic Discipline: Service management Product Description: An abstract is not available for this product. Must be used with: (9-603-024) Orient-Express Hotels.
Case Gittell, Jody Hoffer; Heskett, James L.; Slayton, James Describes an innovative approach to organizing health care proposed by Oxford CEO Steve Wiggins. Wiggins contends that the primary care physician "gatekeeper" model typically used by health maintenance organizations to control access t HBS Number: 9-898-042 Type: Case (Field) Publication Date: 10/1/1997 Revision Date: 3/20/2000 Geographic Setting: United States Industry Setting: health care Gross Revenues: $100 million revenues Event Year Start: 1996 Event Year End: 1997 Subjects: Health services; Leadership; Marketing strategy; Service management
Case Author(s): Gittell, Jody Hoffer; Huckman, Robert Publication Date: 04/03/2000 Revision Date: 07/24/2001 Product Type: Supplement (Library) Product Description: Supplements the (A) case. A rewritten version of an earlier supplement. Must be used with: (9-898-042) Oxford Health Plans (A): Specialty Management. HBS Number: 9-800-366 Subjects: Health services; Leadership; Marketing strategy; Service management Academic Discipline: Service management Supplementary Materials: Teaching Note, (5-800-322), 15p, by James L. Heskett, Jody Hoffer Gittell, Richard Bohmer
Case Author(s): Lovelock, Christopher H.; Merliss, Penny Publication Date: 06/01/1980 Revision Date: 12/29/1992 Product Type: Case (Field) Product Description: The management of Boston's historic Parker House, owned by Dunfey Hotels, has received a request from a tour wholesaler to book a large number of rooms at the hotel during summer and fall 1980. This booking is tied to bookings at two other Dunfey hotels that need this business. Parker House management would prefer to cultivate more lucrative individual and corporate business, which they see as more in tune with the hotel's carefully developed market position. What should they do? Dunfey's detailed segmentation strategy is central to discussion of this case. Five pages of exhibits include financial data on the Parker House and details of requested reservations and space availability. May be used with: (9-580-151) Parker House (A). HBS Number: 9-580-152 Geographic Setting: Boston, MAIndustry Setting: lodgingCompany Size: smallGross Revenues: $11 million revenues Event Year Start: 1979Event Year End: 1979 Subjects: Customer relations; Hotels & motels; Market segmentation; Marketing strategy; Personal selling; Product positioning Academic Discipline: Service management Supplementary Materials: Teaching Note, (5-585-073), 11p, by Christopher H. Lovelock
Case Edmondson, Amy C.; Bohmer, Richard; Heaphy, Emily D. Examines the implementation of a new patient care delivery model at Massachusetts General Hospital. Uses clinical and financial data to examine different choices for staffing non-physician health care professionals and to understand the challenges of managing change across multiple professions in the hospital environment. Recently promoted to senior vice president of Patient Care Services, Jeanette Ives Erickson must decide whether a model for patient care delivery is the best way to improve care and reduce costs in the midst of extreme budget pressures and a rapidly changing health care environment. HBS Number: 9-699-154 Type: Case (Field) Publication Date: 3/18/1999 Revision Date: 2/1/2000 Geographic Setting: Boston, MA Industry Setting: health care/hospital Number of Employees: 3,349 Event Year Start: 1997 Event Year End: 1997 Subjects: Health care; Hospital administration; Hospitals; Management of change; Management of professionals; Organizational change; Reengineering; Reorganization Supplementary Materials: Teaching Note, (5-600-083), 15p, by Amy C. Edmondson, Richard Bohmer, Emily D. Heaphy
Teaching Note For use with 9-699-154 HBS Number: 5-600-083 Subjects: Health care; Hospital administration; Hospitals; Management of change; Management of professionals; Organizational change; Reengineering; Reorganization
Case Heskett, James L.; Kennedy, Lisa The vice president of the Lab and Clinical Services at Central Blood Bank is faced with the challenge of selling a hospital on the use of economical shared patient transfusion testing services. Teaching Purpose: Illustrates 1) ways of measuring service quality, and 2) challenges of achieving customer satisfaction in health care services. HBS Number: 9-693-091 Type: Case (Field) Publication Date: 5/24/1993 Geographic Setting: Pittsburgh, PA Industry Setting: medical care Number of Employees: 400 Gross Revenues: $30 million revenues Event Year Start: 1991 Event Year End: 1991 Subjects: Customer service; Health services; Logistics; Quality control Supplementary Materials: Teaching Note, (5-693-092), 5p, by James L. Heskett
Case Author(s): Hart, Christopher W.L.; Lytle, Lucy N. Publication Date: 11/25/1986 Revision Date: 08/04/1989 Product Type: Case (Field) Product Description: The Paul Revere Insurance Co. lost its number one position in disability insurance, its main product, and formulated a strategy to regain the lead through a comprehensive quality improvement effort. The case describes the forces influencing the strategic direction of this effort, its structure, and its process over a two-and-a-half-year period. Many issues are raised regarding the design of quality improvement efforts, their implementation, and the continual efforts that must be devoted to them if they are to be an ongoing process. Situation-specific factors relating to this case are explored to determine to what extent this company's method can be duplicated by other service firms. May be used in a comparative analysis of the quality improvement analysis described in Florida Power & Light's Quality Improvement Program. May be used with: (9-687-033) Paul Revere Insurance Co. (B); (9-688-043) Florida Power & Light's Quality Improvement Program. HBS Number: 9-687-013 Geographic Setting: Worcester, MA Industry Setting: Insurance industry Number of Employees: 2,500 Event Year Start: 1983 Event Year End: 1986 Subjects: Insurance; Organizational change; Performance measurement; Policy making; Process analysis; Productivity; Quality control; Strategy implementation Academic Discipline: Service management Supplementary Materials: Case Video, (9-888-501), 19 min, by Christopher W.L. Hart, Lucy N. Lytle; Teaching Note, (5-687-028), 34p, by Christopher W.L. Hart, Dan Maher; Teaching Note, (5-687-096), 17p, by Christopher W.L. Hart, Dan Maher
Case Author(s): Hart, Christopher W.L.; March, Artemis Publication Date: 03/17/1987 Revision Date: 01/07/1988 Product Type: Case (Field) Product Description: Describes a program of value-analysis workshops undertaken by this company as part of its massive effort to regain the number one position in its industry. The value-analysis workshops are the second half of the company's two-part Quality Has Value process. The focus is on: 1) the general question of how to apply value analysis, an industrial-engineering based tool, to white-collar work, and 2) how to handle some very sensitive issues that came out of the value-analysis workshop for a particular department. May be used with: (9-687-013) Paul Revere Insurance Co. (A); (9-688-043) Florida Power & Light's Quality Improvement Program. HBS Number: 9-687-033 Geographic Setting: Worcester, MA Industry Setting: Insurance industry Number of Employees: 2,500 Event Year Start: 1983 Event Year End: 1986 Subjects: Insurance; Organizational change; Performance measurement; Policy making; Process analysis; Productivity; Quality control; Strategy implementation Academic Discipline: Service management Supplementary Materials: Case Video, (9-888-501), 19 min, by Christopher W.L. Hart, Lucy N. Lytle; Teaching Note, (5-687-028), 34p, by Christopher W.L. Hart, Dan Maher; Teaching Note, (5-687-096), 17p, by Christopher W.L. Hart, Dan Maher
Case Hart, Christopher W.L.; Bogan, Christopher The Malcolm Baldrige National Quality Award requires firms to submit applications that conform to a rigorous quality-assessment system. This case consists of several parts of a service company's 1988 Baldrige application together with material from the Malcolm Baldrige National Quality Award Examiner Application Scorebook. Students learn how the Baldrige Quality Assessment System is designed and how to score an actual application, yielding insights about how to organize and manage a company's quality-improvement efforts. HBS Number: 9-690-002 Type: Case (Field) Publication Date: 11/13/1989 Revision Date: 1/23/1990 Geographic Setting: Worcester, MA Industry Setting: life insurance Number of Employees: 2,500 Event Year Start: 1988 Event Year End: 1988 Subjects: Insurance; Quality control; Services
Case Jeffrey F. Rayport ; Carrie L. Ardito ; Michelle Toth PlanetAll is a Web-based contact manager that automatically updates users' contact information. In early 1998, the young company must decide whether to compete with large Web sites and become a destination site, or become an enabling technology for other contact management businesses. Teaching Purpose: To illustrate key challenges to managing Web start-up businesses. HBS Number: 9-898-105 Type: Case (Field) Subjects: Electronic commerce; Information technology; Internet; Marketing strategy; Retailing; Service management
Case Loveman, Gary; Rayport, Jeffrey F.; O'Connell, Jamie Raises a wide variety of issues in managing opportunities offered by new information technologies, especially computer hardware, the Internet, and other on-line services. Pro CD manufactures and sells telephone directories on CD-ROM. I HBS Number: 9-396-029 Type: Case (Field) Publication Date: 10/16/1995 Geographic Setting: United States, China Industry Setting: software, communications Number of Employees: 70 Gross Revenues: $8.6 million revenues Event Year Start: 1995 Event Year End: 1995 Subjects: Communications industry; Information services; Information technology; Services; Strategy formulation; Value of information
Case Author(s): Brohman, Kathryn; Piccoli, Gabriele; Parasuraman, A.; Watson, Richard T. Publication Date: 07/15/2009 Product Type: Case (Field) Publisher: Business Horizons/Indiana University HBS Number: BH339 Subjects: Alliances; Customer relationship management; Customer service; Partners; Process improvement; Service management Academic Discipline: Service management Product Description: Increasingly, customers are expecting more and better service. As such, enterprises need guidelines and frameworks for addressing these expanding requirements. The concept of process completeness helps us to consider service from the customer's viewpoint; arguably, the only perspective to take. Process completeness is achieved when a firm's service delivery system matches the typical customer's breadth of expectations. While customers think in sets of services (e.g., I need a flight, a hotel, airport parking, wireless Internet), firms think in terms of single services (e.g., we can provide a flight). There are four basic service systems: (1) transaction — execute a basic request and nothing else, (2) process — handling all firm related service requests through one touch point, (3) alliance — handling service requests through a single touch point via stitching together a static firm-selected alliance of service partners, and (4) agility — handling service requests through a single touch point via stitching together a dynamic customer-selected alliance of service partners. In addition to exploring the four service systems, this article guides executives regarding the selection and implementation of the appropriate service strategy that meets their typical customer's process completeness expectations
Case Author(s): Hart, Christopher W.L.; Chew, W. Bruce Publication Date: 08/25/1988 Revision Date: 09/08/1988 Product Type: Case (Library) Product Description: Explores the issue of measuring and improving service quality and productivity by examining the radically different approaches of Northern Telecom and United Parcel Service. HBS Number: 9-689-022 Subjects: Operating systems; Productivity; Quality control; Services Academic Discipline: Service management Supplementary Materials: Teaching Note, (5-689-003), 19p, by Christopher W.L. Hart, W. Bruce Chew
Case Author(s): DeLong, Thomas J.; Nanda, Ashish; Landry, Publication Date: 09/21/2000 Product Type: Note Product Description: It is imperative for the internal systems and processes to be connected to the external processes of client management, competitive adaptation, and service delivery. Teaching Purpose: PSFs must increase their knowledge about client businesses and their competitive markets and simultaneously develop services and products that align with the capabilities of the professional that provides the services. May be used with: (9-801-007) Professional Services, Module One: Introduction to the Challenges Facing PSFs; (9-801-008) Professional Services, Module Two: External Strategy for Sustained Competitive Advantage; (9-801-009) Professional Services, Module Three: Internal Strategy of Organizational Design; (9-801-010) Professional Services, Module Four: Managing the Organization Through Processes; (9-801-012) Professional Services, Module Six: Succeeding in PSFs; (9-801-013) Professional Services, Module Seven: Becoming a Professional. HBS Number: 9-801-011 Subjects: Entrepreneurship; Professional services; Service management Academic Discipline: Service management
Case Author(s): DeLong, Thomas J.; Nanda, Ashish; Landry, Publication Date: 09/21/2000 Product Type: Note Product Description: Focuses on how the internal processes connect strategy with implementation. Teaching Purpose: To emphasize that current economic drivers have changed the way many PSFs think and behave relative to human capital management. May be used with: (9-801-007) Professional Services, Module One: Introduction to the Challenges Facing PSFs; (9-801-008) Professional Services, Module Two: External Strategy for Sustained Competitive Advantage; (9-801-009) Professional Services, Module Three: Internal Strategy of Organizational Design; (9-801-011) Professional Services, Module Five: Serving Clients Effectively; (9-801-012) Professional Services, Module Six: Succeeding in PSFs; (9-801-013) Professional Services, Module Seven: Becoming a Professional. HBS Number: 9-801-010 Subjects: Entrepreneurship; Professional services; Service management Academic Discipline: Service management
Case Author(s): DeLong, Thomas J.; Nanda, Ashish; Landry, Publication Date: 09/21/2000 Product Type: Note Product Description: This initial module was meant to clarify how the course would be useful to students who would be starting PSFs, working for them as an employee or contractor, managing them, or hiring them from the client side. May be used with: (9-801-008) Professional Services, Module Two: External Strategy for Sustained Competitive Advantage; (9-801-009) Professional Services, Module Three: Internal Strategy of Organizational Design; (9-801-010) Professional Services, Module Four: Managing the Organization Through Processes; (9-801-011) Professional Services, Module Five: Serving Clients Effectively; (9-801-012) Professional Services, Module Six: Succeeding in PSFs; (9-801-013) Professional Services, Module Seven: Becoming a Professional. HBS Number: 9-801-007 Subjects: Entrepreneurship; Professional services; Service management Academic Discipline: Service management
Case Author(s): DeLong, Thomas J.; Nanda, Ashish; Landry, Publication Date: 09/21/2000 Revision Date: 10/10/2002 Product Type: Note Product Description: Discusses strategies for balancing private and professional life. Teaching Purpose: How to succeed as a professional. May be used with: (9-801-007) Professional Services, Module One: Introduction to the Challenges Facing PSFs; (9-801-008) Professional Services, Module Two: External Strategy for Sustained Competitive Advantage; (9-801-009) Professional Services, Module Three: Internal Strategy of Organizational Design; (9-801-010) Professional Services, Module Four: Managing the Organization Through Processes; (9-801-011) Professional Services, Module Five: Serving Clients Effectively; (9-801-012) Professional Services, Module Six: Succeeding in PSFs. HBS Number: 9-801-013 Subjects: Entrepreneurship; Professional services; Service management Academic Discipline: Service management
Case Author(s): DeLong, Thomas J.; Nanda, Ashish; Landry, Publication Date: 09/21/2000 Product Type: Note Product Description: Emphasizes the skills and values that we believe successful professionals possess: change management and leadership skills, a proactive career management approach, effective processes of giving and receiving feedback, a clear ethical perspective, balance between private and professional lives, and the ability to cope with ever increasing demands on one's time. May be used with: (9-801-007) Professional Services, Module One: Introduction to the Challenges Facing PSFs; (9-801-008) Professional Services, Module Two: External Strategy for Sustained Competitive Advantage; (9-801-009) Professional Services, Module Three: Internal Strategy of Organizational Design; (9-801-010) Professional Services, Module Four: Managing the Organization Through Processes; (9-801-011) Professional Services, Module Five: Serving Clients Effectively; (9-801-013) Professional Services, Module Seven: Becoming a Professional. HBS Number: 9-801-012 Subjects: Entrepreneurship; Professional services; Service management Academic Discipline: Service management
Case Author(s): DeLong, Thomas J.; Nanda, Ashish; Landry, Publication Date: 09/21/2000 Product Type: Note Product Description: The way in which PSFs organize themselves to leverage strategic capabilities is imperative in achieving high performance. Teaching Purpose: To illustrate how to create a professional service firm. May be used with: (9-801-007) Professional Services, Module One: Introduction to the Challenges Facing PSFs; (9-801-008) Professional Services, Module Two: External Strategy for Sustained Competitive Advantage; (9-801-010) Professional Services, Module Four: Managing the Organization Through Processes; (9-801-011) Professional Services, Module Five: Serving Clients Effectively; (9-801-012) Professional Services, Module Six: Succeeding in PSFs; (9-801-013) Professional Services, Module Seven: Becoming a Professional. HBS Number: 9-801-009 Subjects: Entrepreneurship; Professional services; Service management Academic Discipline: Service management
Case Author(s): DeLong, Thomas J.; Nanda, Ashish; Landry, Publication Date: 09/21/2000 Product Type: Note Product Description: Concerns itself with the strategic dynamics which influence organizations externally. Teaching Purpose: To identify some of the key dimensions in creating a professional service firm. May be used with: (9-801-007) Professional Services, Module One: Introduction to the Challenges Facing PSFs; (9-801-009) Professional Services, Module Three: Internal Strategy of Organizational Design; (9-801-010) Professional Services, Module Four: Managing the Organization Through Processes; (9-801-011) Professional Services, Module Five: Serving Clients Effectively; (9-801-012) Professional Services, Module Six: Succeeding in PSFs; (9-801-013) Professional Services, Module Seven: Becoming a Professional. HBS Number: 9-801-008 Subjects: Entrepreneurship; Professional services; Service management Academic Discipline: Service management
Case Author(s): Nanda, Ashish; DeLong, Thomas J.; Landry, Publication Date: 04/18/2000 Product Type: Case (Gen Exp) Product Description: Presents five situations in which professionals face ethical dilemmas. Teaching Purpose: To help students contemplate how to deal with ethical dilemmas in their professional careers. HBS Number: 9-800-371 Industry Setting: consulting, investment banking, health services Event Year Start: 1956Event Year End: 1999 Subjects: Business policy; Consulting; Ethics; Investment banking; Management of professionals; Professional services Academic Discipline: Service management
Case Bowen, H. Kent; Kind, Liz Education services target public schools to assist the school with technology and services that will improve their communication with students, parents, and the community. There is also the goal of increasing scores of measured learning. How does a small company do this? How do they operate nationally with contract employees and maintain a consistent level of service and performance? Teaching Purpose: To illustrate to students methods of expansion, technology implementations, and the importance of community involvement and its impact on and relationship to profit. HBS Number: 9-601-044 Type: Case (Field) Publication Date: 8/8/2000 Geographic Setting: United States Industry Setting: education Subjects: California Research Center; Education; Expansion; Management of professionals; Services; Small business; Venture capital
Case Author(s): Applegate, Lynda M.; Bartlett, Nancy; Chang-Leow, Dolly; Siong, Neo Boon Publication Date: 07/31/2001 Revision Date: 10/25/2004 Product Type: Case (Field) HBS Number: 9-802-003 Geographic Setting: Singapore Industry Setting: Information services Event Year Start: 1980 Event Year End: 2001 Subjects: Government policy; Information systems; Information technology; Strategic planning Academic Discipline: Service management Supplementary Materials: Teaching Note, (5-802-230), 33p, by Lynda M. Applegate, Madlen Kadish Product Description: Details the evolution of an e-business strategy and capabilities over a 16-year period. What began in 1984 as an effort to automate the port of Singapore to achieve productivity savings, by 2000 had evolved into a global e-business called Portnet.com. Closes as senior managers contemplate the progress they have made and the challenges still ahead. May be used with: (9-191-009) Singapore TradeNet: A Tale of One City; (9-196-012) Singapore Unlimited: Building the National Information Infrastructure.
Teaching Note For use with 9-802-003 HBS Number: 5-802-230 Subjects: Government policy; Information services; Information systems; Information technology; Southeast Asia; Strategic planning
Case Author(s): Maister, David H. Publication Date: 04/02/1984 Revision Date: 05/16/1984 Product Type: Note Product Description: Discusses the experience of waiting and the factors that affect customers' tolerance for waits. Eight (testable) propositions concerning the psychology of queues are presented, together with specific managerial advice. HBS Number: 9-684-064 Subjects: Customer relations; Customer service; Services Academic Discipline: Service management
Case Author(s): Hallowell, Roger Publication Date: 12/17/2002 Product Type: Case (Field) Product Description: Putnam Investments uses technology to enable many of its frontline service providers to work routinely and permanently from their homes. This case explores issues related to the strategy, from conceptualization to implementation and continuous improvement. Teaching Purpose: Illustrates how information technology can be used to enhance employee commitment, lower costs, and improve service quality. HBS Number: 9-803-011 Geographic Setting: United StatesIndustry Setting: financial services Event Year Start: 2002Event Year End: 2002 Subjects: Entrepreneurship; Human resources management; Information technology; Management styles; Organizational behavior; Service management Academic Discipline: Service management
Teaching Note Author(s): Chopra, Sunil Publication Date: 04/01/2006 Revision Date: 03/29/2007 Product Type: Teaching Note HBS Number: KEL155 Academic Discipline: Service management Product Description: An abstract is not available for this product. Must be used with: (KEL153) Quality Wireless (A): Call Center Performance; (KEL154) Quality Wireless (B): Call Center Performance.
Case Author(s): Chopra, Sunil Publication Date: 04/01/2006 Revision Date: 03/29/2007 Product Type: Supplement (Field) HBS Number: KEL154 Subjects: Operations management; Performance measurement; Process analysis; Process improvement; Process quality; Service management; Statistical process control Academic Discipline: Service management Supplementary Materials: Teaching Note, (KEL155), 3p, by Sunil Chopra Product Description: An abstract is not available for this product. Must be used with: (KEL153) Quality Wireless (A): Call Center Performance.
Case Author(s): Rayport, Jeffrey F.; Louie, Dickson L. Publication Date: 09/16/1996 Revision Date: 06/20/1997 Product Type: Case (Field) Product Description: Illustrates the ``Service Profit Chain'' in action. QVC, whose initials stand for Quality, Value,, and Convenience, demonstrates clearly how a strong customer focus can lead to establishing a strong franchise in the retail sector and a highly profitable business whose revenue has grown 14% per year for 1992-96 -- usually at the expense of the rival Home Shopping Network and through higher customer retention. HBS Number: 9-897-050 Geographic Setting: West Chester, PA Industry Setting: Retail industry Number of Employees: 7,000 Gross Revenues: $1.6 billion revenues Event Year Start: 1996 Event Year End: 1996 Subjects: Customer relations; Service management Academic Discipline: Service management
Case Author(s): Frei, Frances X.; Hajim, Corey Publication Date: 09/11/2001 Revision Date: 08/23/2004 Product Type: Case (Library) Product Description: Southwest is a highly profitable airline in a very difficult industry. Two key drivers of Southwest's success are its relentless focus on a low-cost strategy and its ability to set customer expectations appropriately. This case is told through the lens of a frequent flier who has made two requests of the airline for differentiated service. Although Southwest is known for offering bare bones service, these requests are intriguing as they require no additional cost. In addition, satisfying the frequent flier (and others like her) could potentially provide economic insulation to the declining airline market. Should Southwest yield to this request? Teaching Purpose: 1) To illustrate the economics of the airline industry and the critical economic role of the last few passengers on the plane, 2) to force students to consider the operational implications of changes in its service concept and the implications of denying "free" service to its most frequent fliers, and 3) to explore a range of low-cost strategies that firms use across industries and the operational design necessary to support these strategies. HBS Number: 9-602-065 Industry Setting: airlineNumber of Employees: 29,274Gross Revenues: $5,650 million revenues Event Year Start: 2001Event Year End: 2001 Subjects: Airlines; Customer service; Service management Academic Discipline: Operations management Supplementary Materials: Teaching Note, (5-605-028), 21p, by Frances X. Frei
Teaching Note Author(s): Frei, Frances X. Publication Date: 07/25/2007 Revision Date: 04/04/2008 Product Type: Teaching Note HBS Number: 608048 Academic Discipline: Service management Product Description: An abstract is not available for this product. Must be used with: (602065) Rapid Rewards at Southwest Airlines.
Case Author(s): Edmondson, Amy C.; Lieb, Kristin J. Publication Date: 11/18/2003 Revision Date: 02/09/2004 Product Type: Case (Field) Product Description: The managers of British business forum planner, Richmond Events, are struggling to expand their conference offerings into new territories. At the same time, they are trying to decide how product managers, who are critical to event success, should be hired, trained, managed, and retained. There is a philosophical disagreement between managers about how to take Richmond Events to the next level. Founder Mark Rayner wants to stay the course and give project managers as much autonomy as possible. He asserts that autonomy leads to priceless innovation and argues that normative controls will prevent product managers from going too far astray. Marketer Deborah Parkes wants to streamline the production process and build hierarchy into the system to promote consistent service quality. As management considers leveraging its service platform and expanding into Asia, these working tensions intensify. Teaching Purpose: To examine how operations support the company's positioning and to consider the risks associated with leveraging the company's service platform as it pursues a growth strategy. HBS Number: 9-604-055 Geographic Setting: United States, United KingdomIndustry Setting: conferencesNumber of Employees: 140Gross Revenues: $35 million revenues Event Year Start: 2002Event Year End: 2002 Subjects: Entrepreneurship; Expansion; Growth management; Growth strategy; Information management; Innovation; Operations management; Organizational learning; Product management; Service management; Small business Academic Discipline: Service management
Case Author(s): Sasser, W. Earl, Jr.; Jones, Thomas O.; Klein, Norman Publication Date: 10/20/1994 Revision Date: 03/05/1999 Product Type: Case (Field) Product Description: Explores the interface of an information system that keeps track of guests and their preferences, and the people systems that deliver multiple services at Ritz-Carlton hotels. The luxury hotel chain's unique service credo and commitment to quality principles are discussed as well as the attention to hiring and training. At the heart of the case is the Ritz-Carlton commitment to serving the customer. Teaching Purpose: Invites discussion of a unique interplay of technical and people systems, and the roles they play in serving the customer. Teaching points include the chain's commitment to its credo; culture; quality principles; and the unusual evolution of its information system. May be used with: (9-395-065) British Airways: Using Information Systems to Better Serve the Customer. HBS Number: 9-395-064 Geographic Setting: Global Industry Setting: hospitality Number of Employees: 14,000 Gross Revenues: $471.4 million revenues Event Year Start: 1993 Event Year End: 1994 Subjects: Employee training; Hotels & motels; Information systems; Service management; Total quality; Values Academic Discipline: Service management
Case Hallowell, Roger Rosenbluth, the third largest U.S. travel agency, uses the Internet to serve new customers with a high-service strategy. Rosenbluth acquires Biztravel.com and integrates the customer support and logistics aspects of service delivery. Teaching Purpose: Illustrates the role of service in many e-commerce firms, including the continuing role of people. Also shows a successful "clicks and mortar" strategy for entering e-commerce. HBS Number: 9-800-356 Type: Case (Field) Publication Date: 3/29/2000 Revision Date: 11/7/2001 Geographic Setting: Philadelphia, PA Industry Setting: travel Event Year Start: 2000 Event Year End: 2000 Subjects: Economies of scale; Electronic commerce; Entrepreneurship; Human resources management; Internet; Service management; Travel Supplementary Materials: Teaching Note, (5-800-416), 12p, by Roger Hallowell
