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      Compensation Models - Managing Health Care Delivery
      Skip to content The HBS Digital Initiative brings together perspectives across disciplines to help people understand how technology is transforming...
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      • December 2020
      • Case

      Urban Company

      By: Krishna G. Palepu
      Urban Company is an India-based market platform that helps customers book home services and at home beauty services. The company differentiated itself by investing heavily in building customer trust. Rather than merely positioning itself as a lead generating...  View Details
      Keywords: Entrepreneurship; Market Platforms; Emerging Markets; Strategy; Service delivery; Trust; Technology Industry; Service Industry; India
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      Palepu, Krishna G. "Urban Company." Harvard Business School Case 121-041, December 2020.
      • November 2020
      • Case

      Holaluz: Taking on the Spanish Energy Market

      By: Elie Ofek, Marco Bertini, Oded Koenigsberg, Elena Corsi and Emer Moloney
      In 2020, the three cofounders of Holaluz, a newcomer to Spain’s electricity retail market, are preparing to launch a new offering: installing and managing solar panels on households' roofs at no extra cost for the consumer, who would still benefit from the energy...  View Details
      Keywords: Electricity; Solar Power; Subscription Business; Renewable Energy; Entrepreneurship; Service delivery; Business model; Product Launch; Marketing; Energy Industry; Spain
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      Ofek, Elie, Marco Bertini, Oded Koenigsberg, Elena Corsi, and Emer Moloney. "Holaluz: Taking on the Spanish Energy Market." Harvard Business School Case 521-045, November 2020.
      • November 2020 (Revised February 2021)
      • Case

      HP Instant Ink: (Self) Disrupting the Consumer Printing Market

      By: Elie Ofek, Marco Bertini, Oded Koenigsberg and George Gonzalez
      Seeking to disrupt the consumer printing market (before being disrupted by others), and in response to customer pain points, in 2013 HP Inc. launched an ink replenishment service called Instant Ink, where customers pay a monthly subscription fee based on the number of...  View Details
      Keywords: Printing; Ink; Subscription Model; Customers; Hardware; Service delivery; Business model; Disruption; Growth And Development Strategy
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      Ofek, Elie, Marco Bertini, Oded Koenigsberg, and George Gonzalez. "HP Instant Ink: (Self) Disrupting the Consumer Printing Market." Harvard Business School Case 521-016, November 2020. (Revised February 2021.)
      • September 2020
      • Case

      Enabling Teamwork at the Cleveland Clinic

      By: Amy C. Edmondson and Michaela J. Kerrissey
      This case examines efforts to foster teamwork within and across work units in the Cleveland Clinic, a large, distributed healthcare delivery organization. With a long history of valuing teamwork since its founding in 1921, the Clinic had taken dramatic steps to further...  View Details
      Keywords: Teamwork; Teaming; Health Care; Health Care And Treatment; Groups And Teams; Health Industry; United States
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      Edmondson, Amy C., and Michaela J. Kerrissey. "Enabling Teamwork at the Cleveland Clinic." Harvard Business School Case 621-040, September 2020.
      • September 2020
      • Case

      &pizza: Leading an ‘Employee-First’ Company During a Period of Societal Challenges

      By: Francesca Gino and Jeffrey Huizinga
      &Pizza is a pizza chain that in the spring of 2020 finds its business completely up-ended by the COVID-19 crisis and shut-down. Many companies in the restaurant and hospitality sector responded to the crisis by shutting down their operations and laying off employees. ...  View Details
      Keywords: Agility; Crisis; Culture; Values; Health Pandemics; Crisis Management; Leadership; Organizational Culture; Values And Beliefs
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      Gino, Francesca, and Jeffrey Huizinga. "&pizza: Leading an ‘Employee-First’ Company During a Period of Societal Challenges." Harvard Business School Case 921-017, September 2020.
      • September–October 2020
      • Article

      The Past, Present, and (Near) Future of Gene Therapy and Gene Editing

      By: Julia Pian, Amitabh Chandra and Ariel Dora Stern
      Emerging gene therapy and gene-editing technologies will have a growing impact on patient lives and health-care delivery. We analyzed a decade of data on clinical trials and venture capital investments to understand the likely trajectory of genetically focused...  View Details
      Keywords: Gene Therapy; Gene Editing; Impact; Health Care And Treatment; Technological Innovation; Health Testing And Trials; Venture Capital; Change
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      Pian, Julia, Amitabh Chandra, and Ariel Dora Stern. "The Past, Present, and (Near) Future of Gene Therapy and Gene Editing." NEJM Catalyst Innovations in Care Delivery 1, no. 5 (September–October 2020).
      • August 2020 (Revised September 2020)
      • Case

      Migros Turkey: Scaling Online Operations (A)

      By: Antonio Moreno and Gamze Yucaoglu
      The case opens in November 2019 as Ozgur Tort and Mustafa Bartin, CEO and chief large-format and online retail officer of Migros Ticaret A.S. (Migros), Turkey’s oldest and one of its largest supermarket chains, are contemplating what the best fulfillment format and...  View Details
      Keywords: Retail; Grocery; Business model; Emerging Markets; For-profit Firms; Strategy; Technology Platform; Information Technology; Technology Adoption; Value Creation; Globalization; Competition; Expansion; Logistics; Profit; Resource Allocation; Corporate Strategy; Turkey
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      Moreno, Antonio, and Gamze Yucaoglu. "Migros Turkey: Scaling Online Operations (A)." Harvard Business School Case 621-026, August 2020. (Revised September 2020.)
      • August 2020
      • Supplement

      Migros Turkey: Scaling Online Operations (B)

      By: Antonio Moreno and Gamze Yucaoglu
      The case opens in February 2020 as Ozgur Tort and Mustafa Bartin, CEO and chief large-format and online retail officer of Migros Ticaret A.S. (Migros), Turkey’s oldest and one of its largest supermarket chains, are looking over the results of the fulfillment pilot the...  View Details
      Keywords: Grocery; Business model; Strategy; Technology Platform; Information Technology; Technology Adoption; Value Creation; Globalization; Competition; Expansion; Logistics; Profit; Resource Allocation; Corporate Strategy; Retail Industry; Turkey
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      Moreno, Antonio, and Gamze Yucaoglu. "Migros Turkey: Scaling Online Operations (B)." Harvard Business School Supplement 621-027, August 2020.
      • 2021
      • Working Paper

      Can Shared Service Delivery Increase Customer Engagement? A Study of Shared Medical Appointments

      By: Ryan W. Buell, Kamalini Ramdas and Nazlı Sönmez
      Problem Definition: Customers and providers alike often consider one-on-one service delivery to be ideal, assuming – perhaps unquestioningly – that devoting individualized attention maximizes customer engagement and improves outcomes. Alternatively, shared...  View Details
      Keywords: Customer Engagement; Shared Service Delivery; Shared Medical Appointments; Healthcare Operations; Service delivery; Health Care And Treatment; Service Operations; Customers; Behavior
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      Buell, Ryan W., Kamalini Ramdas, and Nazlı Sönmez. "Can Shared Service Delivery Increase Customer Engagement? A Study of Shared Medical Appointments." Harvard Business School Working Paper, No. 21-001, July 2020. (Revised January 2021.)
      • Article

      Quantifying the Benefits from a Care Coordination Program for Tracheostomy Placement in Neonates

      By: Christen Caloway, Alisa Yamasaki, Kevin M. Callans, Mahek Shah, Robert S. Kaplan and Christopher Hartnick
      Value-based care models are becoming instrumental in structuring clinical care delivery in our healthcare climate. Our objective was to determine the value associated with implementation of a Family-Centered Care Coordination (FCCC) program for neonates undergoing...  View Details
      Keywords: Family-centered Care; Value-based Healthcare; Time-driven Activity-based Costing; Health Care And Treatment; Value; Activity Based Costing And Management
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      Caloway, Christen, Alisa Yamasaki, Kevin M. Callans, Mahek Shah, Robert S. Kaplan, and Christopher Hartnick. "Quantifying the Benefits from a Care Coordination Program for Tracheostomy Placement in Neonates." International Journal of Pediatric Otorhinolaryngology 134 (July 2020).
      • January 2020
      • Article

      Using Time-Driven Activity-Based Costing to Demonstrate Value in Perioperative Care: Recommendations and Review from the Society for Perioperative Assessment and Quality Improvement

      By: O. Allin, RD Urman, AF Edwards, JD Blitz, KJ Pfeifer, TW Feeley and AM Bader
      A shift in health care payment models from volume toward value-based incentives will require deliberate input into systems development from both perioperative clinicians and administrators to ensure appropriate recognition of the value of all services...  View Details
      Keywords: Value-based Health Care; Outcomes; Time-driven Activity-based Costing; Health Care And Treatment; Cost Management; Value; Activity Based Costing And Management
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      Allin, O., RD Urman, AF Edwards, JD Blitz, KJ Pfeifer, TW Feeley, and AM Bader. "Using Time-Driven Activity-Based Costing to Demonstrate Value in Perioperative Care: Recommendations and Review from the Society for Perioperative Assessment and Quality Improvement." Journal of Medical Systems 44, no. 1 (January 2020).
      • March 2019
      • Case

      Mahindra Finance

      By: V.G. Narayanan and Tanvi Deshpande
      Mahindra Finance is a non-banking lender operating mainly in the rural and semi-urban areas of India. Set up in 1991, the company had grown to become a market leader with assets of $8.5 billion and a presence in 3,30,000 villages across India. Since most of Mahindra's...  View Details
      Keywords: Accounting; Business model; Volatility; Customer Focus And Relationships; Decisions; Credit; Financing And Loans; Service delivery; Risk And Uncertainty; Financial Services Industry; India
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      Narayanan, V.G., and Tanvi Deshpande. "Mahindra Finance." Harvard Business School Case 119-003, March 2019.
      • March 2019 (Revised May 2019)
      • Case

      Fetchr: A New Way of Last Mile Delivery

      By: V.G. Narayanan and Eren Kuzucu
      By mid-2016, five years of aggressive growth had transformed Fetchr from a small logistics startup to a 1,000-employee, full-fledged last-mile delivery company operating across four countries in the Middle East and North Africa (MENA). Already beneficiaries of the...  View Details
      Keywords: Startup; Decision; Financial Strategy; Uae; Ksa; Mena; Cost Accounting; Business model; Business Startups; Transformation; Cost Management; Strategy; Disruptive Innovation; Technological Innovation; Growth And Development Strategy; Growth Management; Logistics; Service delivery; Supply Chain Management; Performance Evaluation; Mathematical Methods; Mobile Technology; Transportation Networks; Middle East; United Arab Emirates; Dubai; Bahrain; Egypt; Saudi Arabia; North Africa
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      Narayanan, V.G., and Eren Kuzucu. "Fetchr: A New Way of Last Mile Delivery." Harvard Business School Case 119-018, March 2019. (Revised May 2019.)
      • 2018
      • Working Paper

      Opportunistic Returns and Dynamic Pricing: Empirical Evidence from Online Retailing in Emerging Markets

      By: Chaithanya Bandi, Antonio Moreno, Donald Ngwe and Zhiji Xu
      We investigate how dynamic pricing can lead to more product returns in the online retail industry. Using detailed sales data of more than two million transactions from the Indian online retail market, where price promotions are very common, we document two types of...  View Details
      Keywords: Cash On Delivery; Dynamic Pricing; Emerging Markets; Online Retail; Payment Methods; Strategic Customer Behavior; Opportunistic Returns; Price; Policy; Consumer Behavior; Emerging Markets; Retail Industry
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      Bandi, Chaithanya, Antonio Moreno, Donald Ngwe, and Zhiji Xu. "Opportunistic Returns and Dynamic Pricing: Empirical Evidence from Online Retailing in Emerging Markets." Harvard Business School Working Paper, No. 19-030, September 2018.
      • August 2018 (Revised July 2020)
      • Case

      Revenue Recognition at HBP

      By: Paul Healy and Siko Sikochi
      In early 2014, Paul Bills, CFO of Harvard Business Publishing (HBP), sat down with David Wan, the company’s CEO, to discuss budget preparations for the coming year. Bills noted that the performance of Corporate Learning, one of HBP’s three business units, would be...  View Details
      Keywords: Accrual Accounting; Budgets And Budgeting; Revenue Recognition; Financial Reporting; Publishing Industry; Education Industry; United States
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      Healy, Paul, and Siko Sikochi. "Revenue Recognition at HBP." Harvard Business School Case 119-029, August 2018. (Revised July 2020.)
      • July–August 2018
      • Article

      Using Time-Driven Activity-Based Costing to Model the Costs of Various Process-Improvement Strategies in Acute Pain Management

      By: Keyuri Popat, Kelly Ann Gracia, Alexis B. Guzman and Thomas W. Feeley
      Pain control for patients undergoing thoracic surgery is essential for their comfort and for improving their ability to function after surgery, but it can significantly increase costs. Here, we demonstrate how time-driven activity-based costing (TDABC) can be used to...  View Details
      Keywords: Time-driven Activity-based Costing; Health Care And Treatment; Cost Management; Performance Improvement
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      Popat, Keyuri, Kelly Ann Gracia, Alexis B. Guzman, and Thomas W. Feeley. "Using Time-Driven Activity-Based Costing to Model the Costs of Various Process-Improvement Strategies in Acute Pain Management." Journal of Healthcare Management 63, no. 4 (July–August 2018): e76–e85.
      • 2020
      • Working Paper

      The Impact of CEOs in the Public Sector: Evidence from the English NHS

      By: Katharina Janke, Carol Propper and Raffaella Sadun
      Abstract Governments worldwide have sought to reform the delivery of public services by mimicking private sector governance models that grant CEOs greater autonomy and give them responsibility for meeting key government targets. We examine the effectiveness of this...  View Details
      Keywords: Ceos; Management; Performance; Public Sector; Measurement And Metrics; Health Industry
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      Janke, Katharina, Carol Propper, and Raffaella Sadun. "The Impact of CEOs in the Public Sector: Evidence from the English NHS." Harvard Business School Working Paper, No. 18-075, March 2018. (Revised September 2020.)
      • February 2018
      • Case

      Infrastructure in Nigeria: Unlocking Pension Fund Investments

      By: John Macomber and Pippa Tubman Armerding
      The so-called “infrastructure finance gap” was a problem in Nigeria as in many parts of the world. Infrastructure projects like power plants and dams were very large capital investments that could generate long-term consistent cash flows, but their financing and...  View Details
      Keywords: Pension Fund Investing; Infrastucture; Emerging Markets; Power/energy; Credit Enhancement; Infrastructure; Project Finance; Investment Funds; Emerging Markets; Nigeria; Africa
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      Macomber, John, and Pippa Tubman Armerding. "Infrastructure in Nigeria: Unlocking Pension Fund Investments." Harvard Business School Case 218-071, February 2018.
      • Article

      TDABC Cost Analysis of Ocular Disorders in an Ophthalmology Emergency Department versus Urgent Care: Clinical Experience at Massachusetts Eye and Ear

      By: Robert S. Kaplan, Jonathan Chou, Mahek Shah, Amy Watts, Matthew Gardiner, Joan Miller and John I. Lowenstein
      Purpose  To perform a cost analysis comparison for managing common ocular disorders in an eye emergency department (ED) versus an urgent care setting using a time-driven activity-based cost model (TDABC) to assist physicians and staff in appropriate allocation of...  View Details
      Keywords: Time-driven Activity-based Cost Model; Emergency Room; Urgent Care Clinic; Cost; Analysis; Activity Based Costing And Management; Health Care And Treatment
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      Kaplan, Robert S., Jonathan Chou, Mahek Shah, Amy Watts, Matthew Gardiner, Joan Miller, and John I. Lowenstein. "TDABC Cost Analysis of Ocular Disorders in an Ophthalmology Emergency Department versus Urgent Care: Clinical Experience at Massachusetts Eye and Ear." Journal of Academic Ophthalmology 10 (2018).
      • November 2017
      • Teaching Note

      Reinventing Best Buy

      By: John R. Wells and Gabriel Ellsworth
      Teaching Note for HBS No. 716-455. On March 1, 2017, Best Buy Company, Inc., North America’s largest retailer of consumer electronics and appliances, announced a third year of comparable-store sales increases and a 20.8% increase in domestic comparable online sales....  View Details
      Keywords: Best Buy; Hubert Joly; Renew Blue; Showrooming; Webrooming; E-commerce; E-commerce Strategy; Online Retail; Multichannel Retailing; Omnichannel; Marketplaces; Turnaround; Consumer Electronics; Consumer Electronics Accessories; Appliances; Stores-within-stores; Store Experience; Store Size; Store Pickup; Store Management; delivery; Delivery Models; Amazon; Amazon.com; Pricing Strategy; Business Subsidiaries; Business Units; Business Growth And Maturation; Business model; For-profit Firms; Customer Focus And Relationships; Customer Satisfaction; Entertainment; Film Entertainment; Games, Gaming, And Gambling; Music Entertainment; Television Entertainment; Theater Entertainment; Price; Profit; Revenue; Geographic Scope; Multinational Firms And Management; Business History; Cost; Selection And Staffing; Reports; Technological Innovation; Job Cuts And Outsourcing; Human Capital; Leading Change; Business Or Company Management; Goals And Objectives; Growth And Development; Growth And Development Strategy; Management Teams; Brands And Branding; Product Marketing; Consumer Behavior; Demand And Consumers; Media; Distribution; Order Taking And Fulfillment; Distribution Channels; Infrastructure; Product; Service delivery; Service Operations; Organizational Change And Adaptation; Public Ownership; Problems And Challenges; Programs; Groups And Teams; Sales; Salesforce Management; Strategy; Adaptation; Business Strategy; Competition; Competitive Advantage; Competitive Strategy; Corporate Strategy; Expansion; Technology; Hardware; Information Technology; Internet; Mobile Technology; Online Technology; Search Technology; Software; Web; Web Sites; Wireless Technology; Resource Allocation; Computer Industry; Electronics Industry; Entertainment And Recreation Industry; Information Technology Industry; Retail Industry; Service Industry; Technology Industry; Telecommunications Industry; Video Game Industry; United States; Minnesota; Minneapolis; Saint Paul; St. Paul
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      Wells, John R., and Gabriel Ellsworth. "Reinventing Best Buy." Harvard Business School Teaching Note 718-442, November 2017.
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