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Transforming Health Care Delivery - MBA Field Course
At the root of the transformation occurring in the health care industry-both in the United States and internationally-is the fundamental...
SF Express: From Delivery to E-Commerce
Shunfeng Express (SF), China's leading express delivery firm, in May 2014 opened the first 500 of several thousand Heike stores, which allowed...
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  • 2021
  • Working Paper

Multiple Team Membership, Turnover, and On-Time Delivery: Evidence from Construction Services
By: Hise O. Gibson, Bradely R. Staats and Ananth Raman
Firms who want to compete in dynamic markets are finding that they must build more agile operations to ensure success. One way for a firm to increase organizational agility is to allocate employees to multiple project teams, simultaneously - a practice known as...  View Details
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  • June 15, 2021
  • Article

Cutting the Gordian Knot of Employee Health Care Benefits and Costs: A Corporate Model Built on Employee Choice
By: Regina E. Herzlinger and Barak D. Richman
President Joe Biden’s promise to give every American access to affordable health insurance is well-intentioned, but his plan’s policy elements—a public option, a permanent expanded tax credit—require congressional approval and would expend significant political and...  View Details
Keywords: Health Insurance; Health Insurance Marketplaces; Health Care Delivery; Health Care Financing; Health Care Industry; Health Care and Treatment; Insurance; Service Delivery; Cost Management; Health Industry; United States
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  • June 11, 2021
  • Article

Addressing Demographic Disparities in Clinical Trials
By: Kathy Giusti, Richard G. Hamermesh and Mark Krasnow
Disparities in health care are not just limited to the delivery of care. They also exist in the way that clinical trials are structured. Women, people of color, and the elderly often are not adequately represented. This article offers three strategies for addressing...  View Details
Keywords: Health Testing and Trials; Demographics
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  • May 2021
  • Simulation

Customer Compatibility Exercise Application
By: Ryan W. Buell
Customers impose considerable variability on the operating systems of service organizations. They show up when they wish (arrival variability), they ask for different things (request variability), they vary in their willingness and ability to help themselves (effort...  View Details
Keywords: Customer Compatibility; Customer Relationship Management; Strategy; Service Operations; Service Delivery; Performance Efficiency; Analysis
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  • 2021
  • Working Paper

Being the Boss: Gig Workers' Value of Flexible Work
By: Laura Katsnelson and Felix Oberholzer-Gee
Workers who join the gig economy face a challenging trade-off. Gig work provides worktime flexibility and a sense of being one’s own boss, but gig workers forgo certain protections that employees enjoy. In this paper, we study the work patterns of a large sample of...  View Details
Keywords: Gig Workers; Flexible Work Arrangements; Worker Welfare; Labor; Governing Rules, Regulations, and Reforms
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  • May 2021
  • Supplement

Migros Turkey: Scaling Online Operations
By: Antonio Moreno and Anibha Singh
As Migros, one of Turkey’s largest grocery chains, forays into online groceries, the company faces operational challenges related to inventory management, fulfillment and last mile delivery and strategics questions related to growing in an ecosystem with rapidly...  View Details
Keywords: Business Model; Online Technology; Growth and Development Strategy; Operations; Management; Competitive Strategy; Food and Beverage Industry; Turkey
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  • May 2021 (Revised May 2021)
  • Teaching Note

Migros Turkey: Scaling Online Operations
By: Antonio Moreno and Anibha Singh
Teaching Note for HBS Case Nos. 621-026, 621-027, and 621-062. As Migros, one of Turkey’s largest grocery chains, forays into online groceries, the company faces operational challenges related to inventory management, fulfillment and last mile delivery and strategics...  View Details
Keywords: Business Model; Online Technology; Growth and Development Strategy; Operations; Management; Competitive Strategy; Food and Beverage Industry; Turkey
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  • May 2021
  • Supplement

Hello Alfred: Come Home Happy — Operating the Business Model Exercise, Instructor Version
By: Joseph B. Fuller and Christopher Payton
On a mission to "automate the on-demand economy," Harvard Business School classmates Marcela Sapone and Jessica Beck launched Hello Alfred in 2013 to provide subscribers with an "Alfred" to complete various chores for a monthly fee. In early 2016, the company has built...  View Details
Keywords: Growth and Development Strategy; Online Technology; Business Startups; Service Operations; Mobile Technology; Service Industry; New York (city, NY); Boston
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  • April 2021
  • Case

Glovo: Expanding Quick Commerce
By: Antonio Moreno and James Barnett
In March 2021, delivery app CEO Oscar Pierre and his team consider strategies to grow Glovo’s quick commerce delivery service and to approach their expansion in Kenya.  View Details
Keywords: Decision Making; Entrepreneurship; Food; Global Strategy; Operations; Strategy; Distribution Industry; Food and Beverage Industry; Web Services Industry; Africa; Kenya; Nairobi; Europe; Spain; Barcelona; Middle East; Central America; South America
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  • April 2021
  • Supplement

Buy Online, Pickup in Store: CEO Supplement
By: Antonio Moreno, Santiago Gallino and Amy Klopfenstein
In April 2019, Sylvarella CEO Sylvia Coparella must assess the impact of the company’s Buy Online, Pickup in Store (BOPS) program on her company’s overall sales. To do so, she must review analyses of both e-commerce and brick-and-mortar sales data and compare the...  View Details
Keywords: Operations; Service Delivery; Logistics; Infrastructure; Distribution Channels; Order Taking and Fulfillment; Analysis; Retail Industry; Apparel and Accessories Industry; United States; Canada
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  • April 2021
  • Case

Buy Online, Pickup in Store: Evaluating an Omnichannel Intervention in Retail
By: Antonio Moreno, Santiago Gallino and Amy Klopfenstein
In October 2018, fashion, wellness, and beauty retailer Sylvarella implemented a Buy Online, Pickup in Store (BOPS) program in an attempt to counteract a sales decline. While BOPS had the potential to meet customer expectations for a seamless order and fulfillment...  View Details
Keywords: Operations; Service Delivery; Logistics; Infrastructure; Distribution Channels; Order Taking and Fulfillment; Analysis; Retail Industry; Apparel and Accessories Industry; United States; Canada
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  • April 2021
  • Supplement

Buy Online, Pickup in Store: Vice President of E-Commerce Supplement
By: Antonio Moreno, Santiago Gallino and Amy Klopfenstein
In April 2019, Sylvarella VP of E-Commerce Charla Limont must review an analysis of her department’s sales data to determine the impact of the company’s Buy Online, Pickup in Store (BOPS) program. The program implementation created significant problems for the...  View Details
Keywords: Operations; Service Delivery; Logistics; Infrastructure; Distribution Channels; Order Taking and Fulfillment; Analysis; Retail Industry; Apparel and Accessories Industry; United States; Canada
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  • April 2021
  • Supplement

Buy Online, Pickup in Store: Vice President of Store Operations Supplement
By: Antonio Moreno, Santiago Gallino and Amy Klopfenstein
In April 2019, Sylvarella VP of Store Operations Axley Vega must review an analysis of her department’s sales data to determine the impact of the company’s Buy Online, Pickup in Store (BOPS) program. BOPS implementation created significant problems for the store...  View Details
Keywords: Operations; Service Delivery; Logistics; Infrastructure; Distribution Channels; Order Taking and Fulfillment; Analysis; Retail Industry; Apparel and Accessories Industry; United States; Canada
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  • April 2021 (Revised May 2021)
  • Case

Kitopi: The Brave New World of Cloud Kitchens
By: Antonio Moreno and Gamze Yucaoglu
The case opens in February 2021 as Mohamad Ballout, co-founder and CEO of Kitopi, a Dubai-based managed cloud kitchen platform, is looking over the company’s 2020 results. Propelled by the COVID-19 pandemic, delivery orders had been on the rise globally and dine-in...  View Details
Keywords: Cloud Kitchens; Food; Operations; Growth and Development Strategy; Decision Choices and Conditions; Food and Beverage Industry; Middle East; North Africa
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  • Spring 2021
  • Article

Ten Year Sunset Rule for Healthcare Regulation Is a Nonstarter and Discouragement to Post-COVID-19 Investment
By: Regina E. Herzlinger and Eugene Schneller
U.S. healthcare delivery has not benefitted from the same productivity growth as many other service industries, such as bricks and mortar retailing, a loss that has gravely diminished cost control and access. Regulatory capture, which creates barriers to venture...  View Details
Keywords: Health Care; COVID-19; Regulation; Health Care and Treatment; Health Pandemics; Governing Rules, Regulations, and Reforms; Investment
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  • March 18, 2021
  • Article

A Feasibility Study Using Time-driven Activity-based Costing as a Management Tool for Provider Cost Estimation: Lessons from the National TB Control Program in Zimbabwe in 2018
By: J. Chirenda, B. Nhlema Simwaka, C. Sandy, K. Bodnar, S. Corbin, P. Desai, T. Mapako, S. Shamu, C. Timire, E. Antonio, A. Makone, A. Birikorang, T. Mapuranga, M. Ngwenya, T. Masunda, M. Dube, E. Wandwalo, L. Morrison and R. S. Kaplan
Background: This study used process maps and time-driven activity-based costing to document TB service delivery processes. The analysis identified the resources required to sustain TB services in Zimbabwe, as well as several opportunities for more effective and...  View Details
Keywords: Time-Driven Activity-Based Costing; Provider Cost; Health Care and Treatment; Cost Management; Activity Based Costing and Management; Zimbabwe
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  • March 2021 (Revised July 2021)
  • Case

Aledade
By: Regina E. Herzlinger, Samyukta Mullangi and Nicholas Samonas
To truly supercharge growth, should Aledade take a step back and focus on product development?  View Details
Keywords: Health Care; Health Care Costs; Health Care Delivery; Health Care Entrepreneurship; Health Care Industry; Medicare; ACOs; Affordable Care Act (ACA); COVID-19; Health Care and Treatment; Entrepreneurship; Growth and Development Strategy; Product Development; Health Industry; United States
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  • March 2021
  • Article

Active Choice, Implicit Defaults, and the Incentive to Choose
By: John Beshears, James J. Choi, David Laibson and Brigitte C. Madrian
Home-delivered prescriptions have no delivery charge and lower copayments than prescriptions picked up at a pharmacy. Nevertheless, when home delivery is offered on an opt-in basis, the take-up rate is only 6%. We study a program that makes active choice of either home...  View Details
Keywords: Active Choice; Defaults; Implicit Defaults; Incentives; Consumer Behavior; Decision Choices and Conditions; Motivation and Incentives
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  • February 2021
  • Case

Drizly: Managing Supply and Demand through Disruption
By: Kris Ferreira
It was April 6th, 2020, and the management team at Drizly - an online alcohol marketplace where consumers could browse and purchase alcohol from local liquor retail stores via Drizly’s app for immediate home delivery—were thrilled to see record-breaking sales from the...  View Details
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  • February 2021
  • Case

New England Baptist Hospital: Getting Paid for Value
By: Robert S. Kaplan, Mary Witkowski, Toby E. Emanuel and Syed S. Shehab
New England Baptist Hospital (NEBH), a national leader in adult orthopedic care, has the lowest rate of complications and 30-day readmissions in New England, but gets paid 30% less for its surgeries than nearby institutions. NEBH introduces, with several large...  View Details
Keywords: Healthcare; Healthcare Spending; Healthcare Innovation; Healthcare Industry; Health Care Outcomes; Health Care Delivery; Health Care Reform; Bundled Payments; Health Care and Treatment; Spending; Innovation and Invention; Value Creation; Strategy; Health Industry; North America
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Are you looking for?

Transforming Health Care Delivery - MBA Field Course
At the root of the transformation occurring in the health care industry-both in the United States and internationally-is the fundamental...
SF Express: From Delivery to E-Commerce
Shunfeng Express (SF), China's leading express delivery firm, in May 2014 opened the first 500 of several thousand Heike stores, which allowed...
→ Search All HBS Web