Leading Change
What Should We Do to Prevent Software From Failing?
There’s no oversight on coders who write critical software that runs key systems. That must change.
Quality Control
Latest
New Product Development
Following the Digital Thread: How the Digital Thread Weaves Its Way Through the Business
In Part 7 of our eight-part video series, we synthesize the steps of the digital thread.
Mark Cotteleer, Joe Schibi, and Jonathan Holdowsky
New Product Development
Following the Digital Thread: Testing and Validation
Part 6 of our eight-part video series looks at quality assurance in additive manufacturing.
Mark Cotteleer, Monika Mahto, and Brenna Sniderman
Project Management
From the Editor: Expecting the Unexpected in Project Management
The Spring 2015 issue of MIT SMR highlights project management — and the importance of expecting the unexpected.
Martha E. Mangelsdorf
Project Management
How Executive Sponsors Influence Project Success
The role of project sponsors is often overlooked, but actively engaged executives are crucial to a project’s success.
Timothy J. Kloppenborg and Debbie Tesch
Customer Service
The High Price of Customer Satisfaction
Misguided attempts to improve satisfaction can damage a company’s financial health.
Timothy Keiningham, Sunil Gupta, Lerzan Aksoy and Alexander Buoye
New Product Development
How Quality Drives the Rise and Fall of High-Tech Products
While network effects do affect market share flows, quality prevails.
Gerard J. Tellis, Eden Yin and Rakesh Nira
Supply Chains & Logistics
Opportunism Knocks
There are five steps managers can take to protect their complex and vulnerable supply chains.
Mark Vandenbosch and Stephen Sapp
Emerging Markets
The Consequences of China’s Rising Global Heavyweights
Orit Gadiesh and Till Vestring
Marketing Strategy
So You Think You Know Your Brand?
A company must have a three-dimensional view of its brand.
Dan Stiff
Customer Service
Satisfaction Begins at Home
To find out how well you are serving your customers, ask your employees.
David Wagner
Quality & Service
What Quality Means Today
Leadership and management innovation must drive a comprehensive ethos of excellence.
Armand V. Feigenbaum and Donald S. Feigenbaum
Customer Service
Managing Corrosive Customers
Strategies for mitigating the negative effects of nasty on-the-job encounters.
Lauren Keller Johnson
Global Strategy
Supply-Chain Culture Clash
Differences in emphasis and approach make global supply-chain management even more of a challenge.
David Smagalla
Technology Implementation
Improve Software Quality by Reusing Knowledge and Experience
Victor R. Basili and Gianluigi Caldiera
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