Ryan W. Buell

Assistant Professor of Business Administration

Ryan W. Buell is an assistant professor of business administration in the Technology and Operations Management Unit at Harvard Business School. He teaches Managing Service Operations in the MBA elective curriculum and in Executive Education programs at the School. He is the faculty chair of the Achieving Breakthrough Service Executive Education program, and has also taught the Technology and Operations Management course in the MBA required curriculum. Professor Buell was the recipient of the Charles M. Williams Award for outstanding teaching in 2016.

Professor Buell’s research investigates the interactions between service businesses and their customers, and how operational choices affect customer behaviors and firm performance. He is affiliated with the Behavioral Insights Group at the Harvard Kennedy School’s Center for Public Leadership. His work has been published in Management Science, Manufacturing & Service Operations ManagementProduction and Operations ManagementQuarterly Journal of Economics, and Harvard Business Review. It has also received media attention from outlets such as The New York Times, The Washington Post, The Atlantic, The Boston Globe, The Huffington Post, The Financial PostBNET.comWired,The Guardian, and Forbes.com.

Ryan W. Buell is an assistant professor of business administration in the Technology and Operations Management Unit at Harvard Business School. He teaches Managing Service Operations in the MBA elective curriculum and in Executive Education programs at the School. He is the faculty chair of the Achieving Breakthrough Service Executive Education program, and has also taught the Technology and Operations Management course in the MBA required curriculum. Professor Buell was the recipient of the Charles M. Williams Award for outstanding teaching in 2016.

Professor Buell’s research investigates the interactions between service businesses and their customers, and how operational choices affect customer behaviors and firm performance. He is affiliated with the Behavioral Insights Group at the Harvard Kennedy School’s Center for Public Leadership. His work has been published in Management Science, Manufacturing & Service Operations ManagementProduction and Operations ManagementQuarterly Journal of Economics, and Harvard Business Review. It has also received media attention from outlets such as The New York Times, The Washington Post, The Atlantic, The Boston Globe The Huffington Post, The Financial PostBNET.comWired,The Guardian, and Forbes.com.

Professor Buell earned a DBA in Technology and Operations Management at Harvard Business School, where he received the Dean's Award and the Wyss Doctoral Research Award. He also received an MBA with high distinction from Harvard Business School, where he was a George F. Baker Scholar, and a BBA with high distinction from the Ross School of Business at the University of Michigan, where he was elected to Phi Beta Kappa.

 Prior to his graduate studies, Professor Buell co-founded and managed the Tour Now Network, an online real estate virtual tour service. He has also worked at McKinsey & Company and General Motors.

  1. Achieving Breakthrough Service - Executive Education

    by Ryan W. Buell

    In today's fast-growing service sector, a new set of frameworks are required to build a robust and competitive service business. Achieving Breakthrough Service draws upon the latest research and insights to equip senior managers with a new toolkit for leading and managing service companies. Participants in the program learn innovative methods for effectively managing employees and customers, designing exceptional service offerings, and creating distinctive and sustainable service models.

    Keywords: service delivery; customer satisfaction; customer loyalty; quality; employees; service models; Service Industry;

  2. Managing Service Operations - MBA Elective Curriculum

    by Ryan W. Buell

    World-class service organizations deeply understand the needs and behaviors of their customers, and design, manage, and improve their operating models accordingly. This course investigates the distinct challenges inherent in leading service operations, which make up more than 63% of the global economy. In this course, students learn how to design distinctive and sustainable service strategies, how to manage customers and employees, how to develop a cohesive service culture, how to fund service excellence, how to leverage big data to enhance performance, and how to reshape their organizations to suit evolving consumer needs and changing competitive landscapes. The course draws upon cutting edge research and examples from a broad array of industries, including business services, entertainment, financial services, food services, government, healthcare, hospitality, retail, and transportation.

    Keywords: service delivery; customer satisfaction; customer loyalty; quality; employees; service models; Service Industry;

  3. Technology and Operations - MBA Required Curriculum

    by Ryan W. Buell

    This course enables students to develop the skills and concepts needed to ensure the ongoing contribution of a firm's operations to its competitive position. It helps them to understand the complex processes underlying the development and manufacture of products as well as the creation and delivery of services.