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Building a Transparent Supply Chain
Gaur, Vishal; Gaiha, AbhinavArticle HBS-R2003F-EService and Operations Managementrestricting participation to known, trusted partners; adopting a new consensus protocol; and taking steps to keep errors and counterfeits out of the supply chain. But if implemented thoughtfully, the authors suggest, blockchain could pay big dividends for companies in a host of industries.Starting at €8.20
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The Truth About Open Offices
Bernstein, Ethan; Waber, BenArticle HBS-R1906D-EService and Operations ManagementIt's never been easier for workers to collaborate--or so it seems. Open offices, messaging, and virtual-meeting software in theory make people more visible and available. But as the physical and technological structures for omnichannel collaboration haveStarting at €8.20
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The One Thing You Need to Know About Managing Functions
Martin, Roger L.; Riel, JenniferArticle HBS-R1904G-EService and Operations ManagementThere's a secret about strategy that no one tells you: Every function has one, whether or not it is written down and whether or not it is the product of an official strategic-planning process. If functions do not adopt a strategy consciously, they almost inevitably end up defaulting to one of two unconscious models, both of which are likely to result in their becoming a drag on corporate performance rather than a driver of it. Most leaders acknow...Starting at €8.20
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Operational Transparency
Buell, Ryan W.Article HBS-R1902H-EService and Operations ManagementConventional wisdom holds that the more contact an operation has with its customers, the less efficiently it will run. But when customers are partitioned away from the operation, they are less likely to fully understand and appreciate the work going on behind the scenes, causing them to place a lower value on the product or service being offered. To address this problem, managers should experiment with operational transparency--the deliberate des...Starting at €8.20
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Reinventing Customer Service
Dixon, MatthewArticle HBS-R1806F-EService and Operations ManagementCustomer service jobs are notoriously joyless, and callers' experiences with reps can be just as unsatisfying. But T-Mobile has a new operating model that's making both employees and customers happier. There are no rows of service agents robotically responding to random calls as quickly as possible. Instead, T-Mobile relies on colocated, collaborative teams of reps who manage specific accounts in a given locale, with a focus on autonomous problem...Starting at €8.20
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Agile at Scale
Rigby, Darrell K.; Sutherland, Jeff; Noble, AndyArticle HBS-R1803F-EService and Operations ManagementWhen implemented correctly, agile innovation teams almost always result in higher team productivity and morale, faster time to market, better quality, and lower risk than traditional approaches can achieve. What if a company were to launch dozens, hundreds, or even thousands of agile teams? Could whole segments of the business learn to operate in this manner? As enticing as such a prospect is, turning it into a reality can be challenging. Compani...Starting at €8.20
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Are Our Customer Liaisons Helping or Hurting (HBR Case Study)
Nayak, Sunanda; Bhatnagar, JyotsnaArticle HBS-R1801X-EService and Operations ManagementAn Indian hospital creates a new customer liaison role--the patient care executive--but as its rate of attrition for physicians rises in an extremely tight talent market, leaders begin to wonder whether friction between the PCEs and doctors is the problem. This fictional case study features expert commentary by Rana Awdish, Ashutosh Raghuvanshi. For teaching purposes, this is the case-only version of the HBR case study. The commentary-only versi...Starting at €8.20
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When Tragedy Strikes the Supply Chain (Commentary for HBR Case Study)
Subramanian, RamArticle HBS-R1601Z-EService and Operations ManagementThe CEO of Tots & Teens, an apparel company headquartered in New Jersey, learns at a company party that one of the factories in Bangladesh where T&T's clothing is made has just collapsed in the middle of a workday, killing more than 2,000 workers. She and her COO immediately fly to Dhaka to visit the disaster site and plan their response. Aside from finding a way to support the victims and their families and to tighten up oversight of the company...Starting at €8.20
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A Rush to Failure (Commentary for HBR Case Study)
Cross, TomArticle HBS-R1104Z-EService and Operations ManagementWhen a set of giant robotic arms developed for the International Space Station breaks down during a crisis, project manager Samantha Van Sant finds herself in the hot seat. Did her team compromise quality by pushing the contractors too hard on speed? How can she prevent future mishaps-should the arrangement with the contractors be renegotiated to include different incentives or more safeguards? Gary L. Moe, a director of McKinsey's Business Techn...Starting at €8.20
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A Rush to Failure? (HBR Case Study and Commentary)
Cross, TomArticle HBS-R1104N-EService and Operations ManagementWhen a set of giant robotic arms developed for the International Space Station breaks down during a crisis, project manager Samantha Van Sant finds herself in the hot seat. Did her team compromise quality by pushing the contractors too hard on speed? How can she prevent future mishaps-should the arrangement with the contractors be renegotiated to include different incentives or more safeguards? Gary L. Moe, a director of McKinsey's Business Techn...Starting at €8.20