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Featured Operations Articles


From Risk to Resilience: Learning to Deal With Disruption

Companies need to cultivate resilience to unexpected disruptions to complex supply chains.


Adapting to the Sharing Economy

New strategies are helping companies embrace “collaborative consumption” and the "sharing economy."


What It Takes to Reshore Manufacturing Successfully

The process of bringing assembly work back to U.S. factories from abroad is more challenging than the economics would predict.


Quality & Service

What Unhappy Customers Want

March 18, 2014 | Marc Grainer, Charles H. Noble, Mary Jo Bitner and Scott M. Broetzmann

Companies have tried for decades to improve customer complaint resolution — without notable success. Customer expectations are rising; customers now expect positive results and not just the chance to complain. Many customers want nonmonetary remedies, such as an apology or a chance to vent. In addition, companies must recognize that they must treat every customer interaction as if it were playing out on a Facebook page or a YouTube video, because it might be.


Project Management Strategies

Leading a team toward success on a project is a skill that can be learned and improved. These articles look at strategies and tactics for getting the job done.


What Great Projects Have in Common

From time to time a project truly stands out, creating exceptional value and having an impact on the industry.


How To Make Partnerships That Work


Rewriting the Playbook for Corporate Partnerships

Some innovative companies are attempting to redefine the parameters of strategic partnerships.


What You Can Learn From Your Customer’s Customer

Getting ideas from customers is a norm; some companies get ideas from customers’ customers, too.


Best Practices for Industry-University Collaboration

To extract the most business value from university research, companies need to follow seven rules.

Napier port – tilt shift

Delivering on the Promise of Green Logistics

Effective collaboration on transport logistics can reduce emissions. Three case studies show how it works.