Issue: 2018-11 November 2018 Message from the Founder “People don’t notice whether it’s winter or summer when they’re happy.” – Anton Chekhov You go to work and it’s dark. You come home from work and it’s still dark. And it’s cold. It’s tough to be happy under such circumstances. Add to…
An important executive goal in most large companies is to improve efficiency and effectiveness. With top-line revenue growth elusive in most markets, a key way to increase returns to shareholders is to boost the bottom line — and that means stepping up productivity. These gains need to come from improving the processes that run the company as…
The Standard Social Innovation Review means that too many organizations ignore or avoid addressing internal conflict, and that a healthy perspective on disagreement can increase resilience and spur needed innovation in a socip-business context. Conversely, when left unattended to, the problem will most likely become one of destructive internal conflict, meaning abnormalities such as high…
ByHBR.org
HBR reckons that any big company, and few departments will be as instantly recognizable as customer service. The call center usually resembles a factory floor, with row after row of reps, headsets on, sticking to the script and rushing from call to call as they try to minimize “handle time.” But walk into a T-Mobile…
According to McKinsey & Co, we certainly all know examples of bad product and service design. The USB plug (always lucky on the third try). The experience of rushing to make your connecting flight at many airports. The exhaust port on the Death Star in Star Wars. The question comes to the fore: How do the best…
Operational Excellence (OpEx) is a term that embodies many things that CEOs seek to achieve, such as consistent strategy execution, profitable growth and sustainable cost reduction. While there are many definitions of the term, most would agree that it entails focusing on customers, cross functional execution and consistent delivery of outcomes that create value for…
