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15.768

Management of Services: Creating Value for Customers, Employees, and Investors

3-0-6 units · Graduate

Focuses on how companies can use operational principles to create value for customers, employees, and investors simultaneously. Case-based subject that emphasizes systems perspective and leadership in operations versus the use of specific analytical tools (e.g., queuing theory, inventory management, process analysis) that were covered in the pre- or co-requisite. Cases include a range of service operations contexts including healthcare, hospitality, retailing, food service, pest control, and financial services.

Fall 2010 · Management of Services: Concepts, Design, and Delivery

_15.768 Management of Services: Concepts, Design, and Delivery_ explores the use of operations tools and perspectives in the service sector, including both for-profit and not-for-profit organizations. The course builds on conceptual frameworks and cases from a wide range of service operations, selected from health care, hospitality, internet services, supply chain, transportation, retailing, food service, entertainment, financial services, humanitarian services, government services, and others.

Readings

  • Frei, Frances. “Breaking the Trade-off Between Efficiency and Service.” Harvard Business Review 84, no. 11 (2006): 92-101.
    Listed reading
  • Sasser Jr, W. Earl, and John R. Klug. “Benihana of Tokyo.” Harvard Business School Case. Harvard Business School Publishing. Case: 9-673-057, Rev. July 10, 2004.
    Listed reading
  • Pink, Daniel H. “ Who Has the Next Big Idea? ” Fast Company Magazine , August 31, 2001. ↗
    Listed reading
  • Hammer, Michael. “The Process Enterprise: An Executive Perspective.” Hammer and Company, June 2001.
    Listed reading
  • McAfee, Andrew. “Pharmacy Service Improvement at CVS (A).” Harvard Business School Case. Harvard Business School Publishing. Case: 9-606-015, Rev. October 20, 2006.
    Listed reading
  • Hemp, Paul. “My Week as a Room-Service Waiter at the Ritz.” Harvard Business Review 80, no. 6 (2002).
    Listed reading
  • Sucher, Sandra J., and Stacy McManus. “The Ritz-Carlton Hotel Company.” Harvard Business School Case. Harvard Business School Publishing. Case: 9-601-163, Rev. July 11, 2002.
    Listed reading
  • Frei, Frances X. “The Four Things a Service Business Must Get Right.” Harvard Business Review 86, no. 4 (2008): 70-80.
    Listed reading
  • Frei, Frances X. “Zipcar: Influencing Customer Behavior.” Harvard Business School Case. Harvard Business School Publishing. Case: 9-605-054, Rev. June 30, 2005.
    Listed reading
  • Upton, David M. “McDonald’s Corporation (Abridged).” Harvard Business School Case. Harvard Business School Publishing. Case: 9-603-041, Rev. June 16, 2005.
    Listed reading
  • Moon, Youngme, and John A. Quelch. “Starbucks: Delivering Customer Service.” Harvard Business School Case. Harvard Business School Publishing. Case: 9-504-016, Rev. Februrary 3, 2004.
    Listed reading
  • SES #: 6 · TOPICS: Clockspeed and disruptions · READINGS: Fine, Charles H. Clockspeed: Winning Industry Control in the Age of Temporary Advantage . Basic Books, 1999. ISBN: 9780738201535.
    Reading assignment
  • Heskett, James L., and Early Sasser Jr. “Southwest Airlines: In a Different World.” Harvard Business School Case. Harvard Business School Publishing. Case: 9-910-419, Rev. June 15, 2010.
    Listed reading
  • Spear, Steven J. “Fixing Health Care from the Inside, Today.” Harvard Business Review 83, no. 9 (2005).
    Listed reading
  • Hallowell, Roger, and James L. Heskett. “Shouldice Hospital Limited (Abridged).” Harvard Business School Case. Harvard Business School Publishing. Case: 9-805-002, Rev. January 21, 2005.
    Listed reading
  • SES #: 9 · TOPICS: Service operations frameworks I · READINGS: Bitran, Gabriel R., and Maureen Lojo. “A Framework for Analyzing Service Operations.” European Management Journal 11, no. 3 (1993): 271-282.
    Reading assignment
  • Lee, Hau. “The Triple-A Supply Chain.” Harvard Business Review 82, no. 10 (2004): 102-112.
    Listed reading
  • Chopra, Sunil. “Seven-Eleven Japan Co.” Kellogg School of Management Case. Case: KEL-026, Rev. February 14, 2005.
    Listed reading
  • Bradley, Stephen P., Pankaj Ghemawat, and Sharon Foley. “Wal-Mart Stores, Inc.” Harvard Business School Case. Harvard Business School Publishing. Case: 9-794-024, Rev. November 6, 2002.
    Listed reading
  • Rosegrant, Susan. “Wal-mart’s Response to Hurricane Katrina: Striving for a Public-Private Partnership.” Harvard Kennedy School Case. Harvard Kennedy School Case Program. Case: C16-07-1876.0, August 28, 2007.
    Listed reading
  • Ton, Zeynep. “IBM Retail Business Assessment at Dillard’s, Inc.: Managing Staffing Levels to Improve Conversion.” Harvard Business School Case. Harvard Business School Publishing. Case: 9-610-051, February 26, 2010.
    Listed reading
  • Ton, Zeynep, and Simon Harrow. “Mercadona.” Harvard Business School Case. Harvard Business School Publishing. Case: 9-610-089, Rev. April 14, 2010.
    Listed reading
  • Loveman, Gary. “Diamonds in the Data Mine.” Harvard Business Review 81, no. 5 (2003): 109-113.
    Listed reading
  • Frei, Francis X. “Innovation at Progressive (A): Pay-As-You-Go Insurance.” Harvard Business School Case. Harvard Business School Publishing. Case: 9-602-175, Rev. April 29, 2004.
    Listed reading
  • Farhoomand, Ali, and Minyi Huang. “Citibank’s e-Business Strategy for Global Corporate Banking.” Harvard Business School Case. Harvard Business School Publishing. Case: HKU797, October 24, 2008.
    Listed reading
  • Burgelman, Robert A., and Philip Meza. “The Charles Schwab Corporation in 2007: Fixing and Redefining the Core Business.” Stanford Graduate School of Business Case. Case: SM-35C, January 03, 2008.
    Listed reading
  • Magretta, Joan. “Fast, Global, & Entrepreneurial: Supply Chain Management, Hong Kong Style.” Harvard Business Review 76, no. 5 (1998): 102-114.
    Listed reading
  • Eisenmann, Thomas, Geoffrey Parker, and Marshall W. Van Alstyne. “Strategies for Two-sided Markets.” Harvard Business Review 82 (2006).
    Listed reading
  • Wulf, Julie M. “Alibaba Group.” Harvard Business School Case. Harvard Business School Publishing. Case: 9-710-436, Rev. April 26, 2010.
    Listed reading
  • Burgelman, Robert A., and Aneesha Capur. “Infosys Consulting in 2006: Leading the Next Generation of Business and Information Technology Consulting.” Stanford Graduate School of Business Case. Case: SM-151, May 16, 2006.
    Listed reading
  • Overby, Stephanie. “ The End of IT Outsourcing As We Know It .” CIO , August 11, 2010. ↗
    Listed reading
  • Huckman, Robert S., Gary P. Pisano, and Liz Kind. “Amazon Web Services.” Harvard Business School Case. Harvard Business School Publishing. Case: 9-609-048, October 20, 2008.
    Listed reading
  • Womack, James P., Daniel T. Jones, and Daniel Roos. Chapters 1-3 in The Machine that Changed the World: The Story of Lean Production . Harper Collins, 1991. ISBN: 9780060974176.
    Listed reading
  • CBS. “Making the World a ‘Better Place’.” March 19, 2009. YouTube. Accessed February 10, 2011. http://www.youtube.com/watch?v=mXfqGL3C2uI&NR=1&feature=fvwp . ↗
    Listed reading
  • TEDtalksDirector. “Shai Agassi: A Bold Plan for Mass Adoption of Electric Cars.” April 13, 2009. YouTube. Accessed February 10, 2011. http://www.youtube.com/watch?v=FcoJt2KLC9k&feature=related ↗
    Listed reading
  • Bartlett, Christopher A., Vincent Dessain, and Anders Sjoman. “IKEA’s Global Sourcing Challenge: Indian Rugs and Child Labor (A).” Harvard Business School Case. Harvard Business School Publishing. Case: 9-906-414, May 3, 2006.
    Listed reading
  • ———. “IKEA’s Global Sourcing Challenge: Indian Rugs and Child Labor (B).” Harvard Business School Case. Harvard Business School Publishing. Case: 9-906-415, May 3, 2006.
    Listed reading
  • Edmondson, Amy C. and Frances X. Frei. “Transformation at the IRS.” Harvard Business School Case. Harvard Business School Publishing. Case: 9-603-010, Rev. November 12, 2002.
    Listed reading
  • Fine, Charles H. Clockspeed: Winning Industry Control in the Age of Temporary Advantage . Reading, MA: Basic Books, 1999. ISBN: 9780738201535.
    Listed reading
  • Slack, Nigel, and Michael Lewis. Operations Strategy . Upper Saddle River, NJ: Prentice Hall, 2002. ISBN: 9780130313867.
    Listed reading
  • Hill, Terry. Manufacturing Strategy: Text and Cases . New York, NY: McGraw-Hill, 1999. ISBN: 9780256230727.
    Listed reading
  • Miltenburg, John. Manufacturing Strategy: How to Formulate and Implement a Winning Plan . New York, NY: Productivity Press, 2005. ISBN: 9781563273179.
    Listed reading
  • Hayes, Robert H., Steven C. Wheelwright, and Kim B. Clark. Dynamic Manufacturing: Creating the Learning Organization . New York, NY: Free Press, 1988. ISBN: 9780029142110.
    Listed reading
  • Garvin, David A. Operations Strategy: Text and Cases . Upper Saddle River, NJ: Prentice Hall, 1991. ISBN: 9780136389170.
    Listed reading
  • Hammer, Michael. The Agenda: What Every Business Must Do to Dominate the Decade . New York, NY: Crown Publishing Group, 2001. ISBN: 9780609609668.
    Listed reading
  • Hammer, Michael, and Steven Stanton. The Reengineering Revolution . New York, NY: Harper Collins, 1995. ISBN: 9780887307362.
    Listed reading
  • Pine II, B. Joseph. Mass Customization: The New Frontier in Business Competition . Cambridge, MA: Harvard Business School Press, 1993. ISBN: 9780875843728.
    Listed reading
  • Womack, James P., Daniel T. Jones, and Daniel Roos. The Machine that Changed the World: The Story of Lean Production . New York, NY: Harper Collins, 1991. ISBN: 9780060974176.
    Listed reading
  • Klein, Janice A. Revitalizing Manufacturing: Text and Cases . Boca Raton, FL: CRC Press, 1990. ISBN: 9780256068092.
    Listed reading
  • Buy at MIT Press Dertouzos, Michael L., Richard K. Lester, and Robert M. Solow. Made In America: Regaining the Productive Edge . Cambridge, MA: MIT Press, 1989. ISBN: 9780262041003. ↗
    Listed reading
  • Cohen, Stephen S., and John Zysman. Manufacturing Matters: The Myth of the Post-Industrial Economy . New York, NY: Basic Books, 1988. ISBN: 9780465043859.
    Listed reading
  • Laseter, Timothy M. Balanced Sourcing: Cooperation and Competition in Supplier Relationships . New York, NY: Jossey-Bass, 1998. ISBN: 9780787944438.
    Listed reading

Prerequisites & course information

Prereq: None. Coreq: 15.761 or 15.778 G (Fall) 3-0-6 units

Sources