Quality & Service

MIT Sloan Management Review’s summer 2024 issue highlights ways to better support customers, partners, and employees.

This Strategy Guide offers expert insights and best practices for state-of-the-art compliance.

When organizations create forward-looking smart KPIs with AI, they see increased strategic alignment.

Research shows that organizations that reduce complexity can motivate employees to deliver a better customer experience.

Research shows that product returns decrease when online shoppers receive orders in a single, consolidated delivery.

Inflation and supply chain disruption are exposing the risks of relying on a subscription model in some markets.

Companies from Zoom to Slack lean on the product itself to find customers and convert them to paying.

Boeing’s Helen Lee discusses how the aviation giant is using technologies like AI to improve air traffic management.

Based on a global survey, this article outlines six key features of future-ready operating models.

To remain competitive, companies must rethink their approach to front-line compensation, job design, and career paths.

A transportation and logistics company CEO discusses using AI to deliver biologics and vaccines safely and efficiently.

We surveyed 370 CP company leaders about operational transformation trends. Here’s what we learned.

This survey-based report discusses how consumer products companies are overhauling their operations.

Based on a global CPG survey, this article discusses priorities for operating model transformation.

Develop a “digital thread” that connects people, products, and processes internally and externally.

Based on a global survey, this article discusses operating-model trends at consumer-product companies.

Tassilo Festetics shares how in-house technology innovation is helping AB InBev enhance its products and service.

Karen Zheng, an associate professor of operations at the MIT Sloan School of Management, outlines how some companies have made their supply chain operations more transparent.

Despite advances in automation, good people and good techniques remain essential to manual work.

Risk mitigation is an important new priority for business operations during the pandemic.