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Featured Operations Articles


Simplifying the Enterprise Social Media Landscape

Social media platforms abound. Is there a simple way to decide which one(s) a company should focus on?


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."


Quality & Service

When Unhappy Customers Strike Back on the Internet

January 26, 2011 | Thomas M. Tripp and Yany Grégoire

Companies need to understand and manage the rising threat of online public complaining. When customers believe that a company has treated them badly, they may take their grievance public — very public. What can companies do, whether in reacting to such negative publicity or in preventing its occurrence? The authors have developed an “organizing matrix” to help understand and respond to online complaints, noting that "as long as the company uses such fair processes, and as long as it makes customers aware of them, customers will tolerate the occasional service failure."


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.


Supply Chains Strategies for 2015


Creating More Resilient Supply Chains

By planning for disruption from natural disasters, Cisco Systems improved its supply chain resilience.


The Trouble with Supply Chains

Auditing the supply chain is the biggest obstacle to putting sustainability principles into practice. Will the influx of big data initiatives change that?


Reducing the Risk of Supply Chain Disruptions

Overinvesting in supply chain protection may be more profitable than not investing enough.


How to Win in an Omnichannel World

To thrive in today’s retail environment means reexamining how both information and products are delivered.