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David H. Autor
Human labor isn’t going away, but automation may greatly affect the quality of available jobs.
Rita Gunther McGrath
Traditional hierarchies are giving way to market forms of organizing that will recast the role of management.
Multi-sourcing can lessen the risk of supply chain disruption. But it introduces risks of its own.
June 2, 2016 | Rhian Silvestro
Although intuitively appealing, strategy maps and models such as the service profit chain have a common pitfall: They encourage managers to embrace general assumptions about the drivers of financial performance that may not stand up to close scrutiny in their own organizations. A more rigorous analytic approach called performance topology mapping may help managers avoid these assumptions, as well as the strategic mistakes they promote.
Sheryl E. Kimes and Joel E. Collier
Customers want employee interaction, convenience, and fast transactions in their self-service technology.
Peter A. Gloor and Gianni Giacomelli
Big data analysis can help geographically distributed companies monitor customer satisfaction.
Omar Merlo et al.
Emphasizing customer participation is an important vehicle for generating valuable repeat business.
Marc Grainer et al.
Customers are unsatisfied with complaint handling despite years of effort. A new approach is needed.
May 23, 2016 | Nicholas Bloom (Stanford University), interviewed by Frieda Klotz
Nicholas Bloom, William Eberle Professor of Economics at Stanford University, conducted an extensive study of 30,000 US factories, and found that two practices, underpinned by innovative software and IT systems, stand out in highly effectively managed operations: monitoring and incentives.
Ning Su et al.
No longer just a cost-saving measure, IT outsourcing has emerged as an important strategic tool for acquiring cutting-edge ideas. Many companies are expanding their portfolios of IT suppliers to include smaller, highly innovative companies. But this expansion increases the complexity of managing supplier portfolios. To take full advantage of the innovations that diverse suppliers provide, organizations need to reimagine their strategies to be dynamic, diversified, and still disciplined.
David Fogarty and Peter C. Bell
Outsourcing analytics activities can offer benefits, but it requires a carefully constructed relationship between the company and the business process organization (BPO). Customers must be careful not to lose their expertise or their core intellectual property. Research suggests that companies with superior analytics capabilities will approach outsourcing differently than companies that are analytically challenged.
A new wave of data innovation offers unprecedented promise to crack the black box of effective urban deliveries.
Mohan Subramaniam et al.
With the advent of digitization and the App economy, the frontiers of customization are expanding further.
Donna Marshall et al.
Today’s supply chains are required to be lean, agile, sustainable, and — increasingly — transparent.
Leading companies are using an array of detection and response techniques to become more resilient.
Michael Hu and Sean T. Monahan
Effectively coordinating supply chains will increasingly require new approaches to data transparency.
María Jesús Sáenz and Elena Revilla
By planning for disruption from natural disasters, Cisco Systems improved its supply chain resilience.