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Remco Brouwer and Mathew Chacko (Coca-Cola), interviewed by Sam Ransbotham
Coca-Cola uses forward-looking analytics to understand its customer base and international distribution network.
Phil Simon (author and consultant), interviewed by Gerald C. (Jerry) Kane
Over-reliance on email is sapping people’s time and energy, says author Phil Simon. There are better ways to do things.
Tyson R. Browning and Ranga V. Ramasesh
A project’s “unknown unknowns” can be reduced through both product design approaches and behavioral approaches.
August 7, 2014 | Willy C. Shih
The process of bringing assembly work back to U.S. factories from abroad is more challenging than the economics would predict. In the United States, many key resources, including the manufacturing workforce, have atrophied. Author Willy C. Shih (Harvard Business School) recommends that to reduce turnover, companies that embrace reshoring — bringing assembly work back from abroad — encourage workers to complete training and certification.
Companies have to think about quality and service from many angles: What will keep customers happy? And how can staff be empowered to succeed?
Marc Grainer et al.
Customers are unsatisfied with complaint handling despite years of effort. A new approach is needed.
Ming-Hui Huang and Roland T. Rust
In service businesses, there is often a trade-off between productivity and customer satisfaction.
Martha E. Mangelsdorf
It’s easy to say customer satisfaction is very important – but harder to put that into practice.
Rolph E. Anderson et al.
Product selection is one of six significant drivers of customer satisfaction for e-retailers.
Patrick Barwise and Seán Meehan
Managers can gauge their company’s customer focus by posing a set of five specific questions.
David A. Garvin
Do quality improvements lead to higher or lower profits?
Joseph Fiksel et al.
Companies need to cultivate resilience to unexpected disruptions to complex supply chains.
María Jesús Sáenz and Elena Revilla
By planning for disruption from natural disasters, Cisco Systems improved its supply chain resilience.
Auditing the supply chain is the biggest obstacle to putting sustainability principles into practice. Will the influx of big data initiatives change that?
Sunil Chopra and ManMohan S. Sodhi
Overinvesting in supply chain protection may be more profitable than not investing enough.