Service and Operations Management

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  Gaby-Luise Wüst: "It's important to have a purpose that you're able to communicate clearly"

Sachon, Marc The President of Audi China discusses the evolution of the auto market in Asia, and why she believes it is an exciting time for the industry. In this interview with IESE's Marc Sachon, Wüst reveals the four pillars of her management philosophy. Read article

  Designing the optimal supply base: how many suppliers?

Martínez de Albéniz, Victor; Wang, Jiao Designing an optimal supply base is challenging, especially for fashion apparel retailers and other companies with many innovative products. New research proposes a modeling framework that can help determine the optimal supply-base size depending on certain circumstances. Read article

  Big spenders? Public infrastructure doesn't have to be a resource drain

Calvo, Eduard; Cui, Ruomeng; Serpa, Juan Camilo Public infrastructure projects are notorious for going over their allotted time and budget. IESE's Eduard Calvo describes how this can best be avoided. Read article

  When diagnosis is part of the service: Learning and treating efficiently

Bimpikis, Kostas; Markakis, Mihalis Is it just a fever or something more serious? When providing services that range from simple to complex, as in health care, not knowing what's required for each patient leads to wasted resources and inefficient staffing. So, how can this kind of system be optimized? Read article

  The Amazon effect: ready for the next disruption?

IESE Insight Amazon, celebrating its 25th anniversary, has grown into an e-commerce giant capable of transforming any sector it touches. Here's how that happened (and what may happen next). Read article

  A CEO's mantra: Stop customers from suffering

IESE Insight For a regulated public utility like Madrileña Red de Gas, what's the bottom-line incentive to pursue customer-service improvements? The CEO, Alejandro Lafarga, explains his business calling. Read article

  How profitable are bike-sharing systems?

Martínez, Sergi; Tapia, Albert; Bernardo, Valeria; Rodríguez Planas, Miquel; Ricart, Joan Enric For every 1 euro invested in urban bike-sharing programs, cities are seeing as much as 1.72 euros in return. Will this golden era of cycling last? A look at the economics, well-being and future directions on two wheels. Read article

  A guide to achieving excellence in service delivery

Muñoz-Seca, Beatriz With real-life examples and plenty of practical tips, the book How to Get Things Right will show you how to implement the Service Problem Driven Management (SPDM) model to improve your company's service delivery. Read article

  How Alibaba is improving welfare in parts of China

Fan, Jingting; Tang, L.; Zhu, Weiming; Zou, Ben E-commerce is booming in China. And nowhere is it more obvious than in smaller and more remote cities, where the prevalence of online shopping is lowering barriers to entry and boosting economic output for those who need it most. Read article

  Brexit's impact on 4 key sectors

Ariño, Africa; Daniels, Chris; Caldart, Adrian; Orr, Edward; Rosenberg, Mike Few, if any, companies anticipated Brexit. Now we're all being rocked by the uncertainties, since no one knows quite how this messy divorce will play out. Of course, some sectors are being harder hit than others. Read article
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