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When Good Customers Are Bad
Technology & Operations Magazine ArticleDelivered-cost analytics can tell you how much those supply chain services you're offering are really costing you. -
5 Ways U.S. Hospitals Can Handle Financial Losses from Medicare Patients
Operations strategy Digital ArticleHealth care leaders can prevent a bad situation from getting worse. -
The Case of the Machinists’ Mutiny
Change management Magazine Article“You can’t be serious!” Mike Trail, the president and fourth-generation owner of Trail Manufacturing, stared at five older men standing uncomfortably in his small office. “I’m afraid we are, Mike.” Sandy Mulder, the most senior of the five, was polite but firm. “We won’t switch over to the new equipment. We want to continue to […] -
Get Your Operations in Shape by Focusing on Process
Technology & Operations Digital ArticleWhen I was a kid, I watched Jack LaLanne ("the godfather of fitness") do exercises on TV. I remembered him when I started thinking about organizational... -
Marketing Is Everything
Sales & Marketing Magazine ArticleToday technology is creating greater customer choice, and choice is altering the marketplace. Six principles define the new marketing: marketing is a... -
Customer-Centric Continuous Improvement
Sales & Marketing Digital Article[This post is part of Creating a Customer-Centered Organization.] Improving customer value continuously is difficult in almost any organization. That's... -
Smarter Way to Buy
Technology & Operations Magazine ArticleFew companies can pinpoint just how much they're spending on procurement. Here's a matrix that gives companies a systematic way to identify and organize... -
8 Things to Do Before You Run a Business Experiment
Strategy & Execution Digital ArticleBudget time, not just money. -
Leading a Supply Chain Turnaround
Strategy & Execution Magazine ArticleJust five years ago, salespeople at Whirlpool were in the habit of referring to their supply chain organization as the "sales disablers." Now the company... -
Hidden Suppliers Can Make or Break Your Operations
Technology & Operations Digital ArticleWe need new methods for managing supply chain complexity. -
Define Your Organization's Habits to Work More Efficiently
Technology & Operations Digital ArticleClever application of SOP leads to efficiency and flexibility. -
Managing Risk and Resilience
Strategy & Execution SpotlightThere are ordinary, predictable risks--and then there are black swan events, tsunami risks, and disasters. In "The Risks You Can't Foresee," three business... -
Leading from the Factory Floor
Motivating people Magazine ArticleFor all the talk about lean manufacturing, it still seems to be the exception: Factory floors are cluttered, bottlenecks delay production, and the wrong products pile up in inventory while the right ones can’t be found. Fixing a dysfunctional factory isn’t easy, but consider this surprising case from Germany, where resistance to managerial innovations on […] -
There Will Always Be Limits to How Creative a Computer Can Be
Technology & Operations Digital ArticleAnd that's where humans will come in. -
What Employers Can Do to Accelerate Health Care Reform
Human resource management Digital ArticleUse your purchasing power to drive change. -
Information Technology and the Board of Directors
Technology & Operations Magazine ArticleEver since the Y2K scare, boards have grown increasingly nervous about corporate dependence on information technology. Since then, computer crashes, denial... -
CRM Done Right
Sales & Marketing Magazine ArticleDisappointed by the high costs and elusive benefits, early adopters of customer relationship management systems came, in the post dot-com era, to view... -
Transforming Today’s Bad Jobs into Tomorrow’s Good Jobs
Managing people Digital ArticlePrepare your employees for automation and machine learning. -
When Data Visualization Works - And When It Doesn't
Technology & Operations Digital ArticleNot all data is worthy of the effort it takes to make a good chart. -
Designing Services That Deliver
Operations strategy Magazine ArticleConsidering the extent to which the service industry contributes to our GNP, very little has been said or written about the application of rational management techniques to the development of new services. Many believe that good service results from the style of an individual entrepreneur or company and is therefore highly idiosyncratic. As a result […]
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Idea Generation and Selection: The Alternative Use Exercise, Handout
Technology & Operations Case Study5.00View Details Handout supplement for case UV7313. -
Salt Lake Organizing Committee: 2002 Olympics
Technology & Operations Case Study11.95View Details After two and a half years of effort, Fraser Bullock, COO of the 2002 Winter Olympics, faced projected deficits and post-9/11 security requirements only... -
Apollo Hospitals: Differentiation through Hospitality
Technology & Operations Case Study11.95View Details Dr. Ananth Rao, who heads the Quality Department at Apollo Hospitals, Bangalore, had undertaken initiatives to measure and benchmark the hospitality services... -
Cleveland Clinic: Improving the Patient Experience
Innovation & Entrepreneurship Case Study11.95View Details Healthcare has traditionally focused on medical outcomes and financial performance. The big question is always, "How much is it going to cost?" What would... -
FIJI Water: Carbon Negative? (Abridged)
Leadership & Managing People Case Study11.95View Details In the midst of increasing press scrutiny of the bottled water industry's environmentally harmful practices, FIJI Water made a series of sustainability... -
Guardian Air: Planning a Decision Process for Helicopter Engines
Technology & Operations Case Study11.95View Details Facing operational constraints due to helicopter engines with sub-optimal power during hot weather at high altitudes, the program manager for an air-ambulance... -
"mi adidas" Mass Customization Initiative
Strategy & Execution Case Study11.95View Details Many companies are exploring mass customization as a way to demonstrate market leadership and capture price premiums. Examines Adidas' recent "mi adidas"... -
Hrad Technika
Technology & Operations Case Study11.95View Details Examines a struggling IT outsourcing project from the perspective of the IT services provider--Hrad Technika. When used in conjunction with Tegan c.c.c.... -
Hewlett-Packard: Singapore (A)
Technology & Operations Case Study11.95View Details In the over 20 years since Hewlett-Packard (HP) set up a manufacturing site in Singapore to produce calculators, HP has invested managerial talent and... -
United Airlines: More Out-and-Back Flying?
Technology & Operations Case Study11.95View Details The case looks at United Airlines when it is facing a decision on whether to shift its aircraft routing to more "out-and-back" routing in order to try... -
Frontier Services Group: Building a Pan-African Logistics Provider (A)
Strategy & Execution Case Study11.95View Details In June 2015, Peter Phillips, Chief Operating Officer of Frontier Services Group (FSG), was preparing an update for the board on how operations would... -
Thakur Engineering Works: Treading into the Future
Leadership & Managing People Case Study11.95View Details At the end of 2014, the owner of India-based Thakur Engineering Works (TEW) was at a crossroads in determining his company's future. After more than two... -
Note on Project Management
Technology & Operations Case Study8.95View Details Whether you are constructing a new building, installing a new computer, or introducing a new product to the market, you are using project management strategies... -
The Walt Disney Company: Mickey Mouse Visits Shanghai
Technology & Operations Case Study11.95View Details The strategic and tactical problems of managing the operations function in a service environment can be examined through the context of the Walt Disney... -
Massachusetts General Hospital: CABG Surgery (B)
Technology & Operations Case Study5.00View Details Once the CABG care path is implemented and other care paths begun, hospital staff and administration examine the resulting data. Further methods of improving... -
Sensormatic Electronics Corp.
Technology & Operations Case Study11.95View Details Describes the decision faced by a rapidly growing firm in the merchandise security systems business on whether it should integrate backward into the injection... -
W.C. Wood Company (A)
Technology & Operations Case Study11.95View Details The vice-president of manufacturing for W.C. Wood Company was reviewing a proposal to change the company's packaging for their line of refrigerators and... -
Happy Ice: Eyes on Cash
Finance & Accounting Case Study11.95View Details Happy Ice, a Singapore-based startup, is a vending machine developer and ice-cream wholesaler cum distributor with an operation team of eight members.... -
Work Methods Design Exercise
Technology & Operations Case Study8.95View Details Teams of students receive identical product design specifications, a sample unit of the product, and a series of assignment questions that entail time...
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When Good Customers Are Bad
Technology & Operations Magazine ArticleDelivered-cost analytics can tell you how much those supply chain services you're offering are really costing you. -
Idea Generation and Selection: The Alternative Use Exercise, Handout
Technology & Operations Case Study5.00View Details Handout supplement for case UV7313. -
Salt Lake Organizing Committee: 2002 Olympics
Technology & Operations Case Study11.95View Details After two and a half years of effort, Fraser Bullock, COO of the 2002 Winter Olympics, faced projected deficits and post-9/11 security requirements only... -
Apollo Hospitals: Differentiation through Hospitality
Technology & Operations Case Study11.95View Details Dr. Ananth Rao, who heads the Quality Department at Apollo Hospitals, Bangalore, had undertaken initiatives to measure and benchmark the hospitality services... -
5 Ways U.S. Hospitals Can Handle Financial Losses from Medicare Patients
Operations strategy Digital ArticleHealth care leaders can prevent a bad situation from getting worse. -
Cleveland Clinic: Improving the Patient Experience
Innovation & Entrepreneurship Case Study11.95View Details Healthcare has traditionally focused on medical outcomes and financial performance. The big question is always, "How much is it going to cost?" What would... -
The Case of the Machinists’ Mutiny
Change management Magazine Article“You can’t be serious!” Mike Trail, the president and fourth-generation owner of Trail Manufacturing, stared at five older men standing uncomfortably in his small office. “I’m afraid we are, Mike.” Sandy Mulder, the most senior of the five, was polite but firm. “We won’t switch over to the new equipment. We want to continue to […] -
FIJI Water: Carbon Negative? (Abridged)
Leadership & Managing People Case Study11.95View Details In the midst of increasing press scrutiny of the bottled water industry's environmentally harmful practices, FIJI Water made a series of sustainability... -
Guardian Air: Planning a Decision Process for Helicopter Engines
Technology & Operations Case Study11.95View Details Facing operational constraints due to helicopter engines with sub-optimal power during hot weather at high altitudes, the program manager for an air-ambulance...