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The Challenge of Providing Excellent Customer Service

May 25, 2017 • OPERATION, Marketing & ConsumersComments (0)

By Richard Wilding Products are increasingly becoming commoditised, leaving customer service as one of the few remaining competitive differentiators. And in a world where customer-centricity matters more than ever, customer service-based metrics are more than just a box-ticking exercise: in a very real sense, they are milestones on the journey towards

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Do We Need To Rethink Employment Law For The Gig Economy?

May 19, 2017 • OPERATION, Social ImpactComments (0)

 By Maximilian Yoshioka Are people who work in the “gig economy” self-employed contractors, or employees of the organisation they “gig” for?  In this article, the author discusses how these workers do not fit into those categories, and how

Mapping and Strategising Across Business Ecosystems

March 10, 2017 • OPERATION, Business Process, Supply ChainComments (0)

By Hervé Legenvre and Isabelle Herbet Business ecosystems are the new unit of analysis for strategic thinking; they offer fertile grounds for innovation. This article discusses how managers can map, analyse and take advantage of business ecosystems. It is

Creating an Omnichannel Supply Chain for Branded Manufacturers: The Untapped Potential for Growth

February 28, 2017 • INNOVATION, OPERATION, Business Process, Supply ChainComments (0)

By Michael Hu and Sunil Chopra In today’s omnichannel world, the distinction between brands and retailers is of little interest to consumers. They will buy from whoever is best able to “deliver the goods.” Branded manufacturers can take advantage of

Re-invent Yourself as COO

January 24, 2017 • LEADERSHIP, OPERATION, Business ProcessComments (0)

By Nathan Bennett & Stephen A. Miles We focus on factors that have fundamentally changed demands on COOs: global recession, the evolving paradigm surrounding governance, threats to operations from natural disasters and terrorism, and the rise of big data.

Risk Sharing in Joint Product Development – Lessons from 787 Dreamliner

November 23, 2016 • OPERATION, Business Process, Supply ChainComments (0)

By Yao Zhao Reconciling an empirical study1 of 787 delays with an economic analysis of financial incentives, we reveal a subtle incentive trap in the risk sharing partnership that encouraged Boeing and the suppliers to delay deliberately despite the

The Quest for Operational Efficiency: The Story of DWIMBS

September 25, 2016 • STRATEGY & MANAGEMENT, OPERATION, SPECIAL FEATURES, Finance & Economics, Business ProcessComments (0)

By Sherilyn Casiano To operate a successful business effectively and efficiently, you need to have relevant and accurate information regarding the performance of the business. In this article, Founder and CEO of S.I. Williams Wealth Management, LLC, Sherilyn

The Decoupling Effect of Digital Disruptors

July 28, 2016 • INNOVATION, Business Process, Emerging IdeasComments (1)

By Thales S. Teixeira & Peter Jamieson A new wave of Internet startups is disrupting established businesses by the process of “decoupling”. In this article, the authors discuss how these new digital disruptors allow consumers to benefit from one

Making 3D printing work for you: Defining Business Models for Additive Manufacturing

July 26, 2016 • INNOVATION, OPERATION, Business Process, Emerging Ideas, Supply ChainComments (2)

By Matthias Holweg, Kai Hoberg, Frits K. Pil, Jakob Heinen   Companies struggle to define the value proposition 3D printing brings: While the opportunities for improving products are obvious, how to generate value from it is not. Firms need to first examine

Building the Everything Store: Amazon’s Cycles of Creativity and Circles of Destruction

May 31, 2016 • STRATEGY & MANAGEMENT, INNOVATION, OPERATION, Global Business, Business Process, Editors' Pick, Strategic Spotlight, Supply ChainComments (4)

By Sean Culey In just 20 years, Amazon has grown from an online startup focusing on selling books, to a devastating multi-platform, multi-industry technological disruptor, predicted to be worth $3 trillion by 2026. In his latest article, Sean Culey describes