Page Not Found

Try searching for the page you're looking for:

Featured Operations Articles

Lady pushing a shopping cart in the supermarket.

A Fresh Take on Supply Chain Innovation

For PepsiCo, entering the natural beverage market meant developing new risk management practices.

Lacity-New-Approach-Automated-Services-1200

A New Approach to Automating Services

Instead of replacing human workers, software robots are an opportunity to augment their skills.

Worley-Creating-Management-Processes-Built-Change-1200

Creating Management Processes Built for Change

Your business may have processes that work now. Does it have agile processes to help it change?

advertisement

Expanding Globally

Harnessing the Best of Globalization

September 13, 2016 | William R. Kerr

Globalization offers significant opportunities, yet most companies approach key decisions haphazardly. Although the complexity of globalization means managers rarely can fully analyze a global business opportunity before they need to act, the basic tensions in global business models are straightforward. A simple analysis of global ventures along these dimensions can help entrepreneurs develop clearer expectations and decision-making processes.

advertisement

The Pros and Cons of Outsourcing

simchi-500

Is It Time to Rethink Your Manufacturing Strategy?

For a decade, China was automatically the answer to many manufacturing questions. That’s changing.

OP-Sheffi-Sourcing-1200

Second Thoughts on Second Sourcing

Multi-sourcing can lessen the risk of supply chain disruption. But it introduces risks of its own.

Su-Toyota-Brooklyn-1200

The Long-Tail Strategy for IT Outsourcing

IT outsourcing has emerged as an important strategic tool for acquiring cutting-edge innovation.

zirpoli-500

What Happens When You Outsource Too Much?

Managers must understand which competencies they can safely outsource and which they should manage internally.

The Impact of Technology

Why Digital Transformation Needs a Heart

Frontiers |

September 12, 2016 | George Westerman

Digital innovation is transforming every part of the company, from customer experience to business models to operational management. But it’s people who make companies work. The digital economy shouldn’t be one where automation squeezes workers — and managers — out, but one where computers help employees to collaborate fluidly, make decisions scientifically, and manage better with automation than they ever could without it.

Customer Service

What Unhappy Customers Want

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.

The High Price of Customer Satisfaction

No company can last for long without satisfied customers. But misguided attempts to improve satisfaction can damage a company’s financial health. Research finds that the relationship between customer satisfaction and customer spending behavior is very weak, and that the return on investments in increasing customer satisfaction is often trivial or even negative. What matters is how customers rank your brand in satisfaction relative to your competitors.

advertisement

Meeting Supply Chain Challenges

FR-Matthias-Winkenbach-Remapping-Last-Mile-Urban-Supply-Chain-1200
kane-auto-swatches-customization-1200
Marshall-Coca-cola-1200
Yossi-Sheffi-Tornado-Early-Detection-1200
Highly-detailed-planet-Earth-at-night-1200
Saenz-1000
advertisement