Operations

Featured Operations Articles

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From Risk to Resilience: Learning to Deal With Disruption

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

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Adapting to the Sharing Economy

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

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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.

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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.

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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.

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Operations

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.

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Operations
Operations
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How To Make Partnerships That Work

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Rewriting the Playbook for Corporate Partnerships

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

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What You Can Learn From Your Customer’s Customer

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

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Best Practices for Industry-University Collaboration

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

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Delivering on the Promise of Green Logistics

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