Service and Operations Management

154 items match your search criteria. Click here for tips on how to optimize your results.
Sorted by date

  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

  What kind of relationship should I have with Amazon?

Jané, Joan Getting onto Amazon's e-commerce platform usually sends sales skyrocketing. But, let the seller beware: there are strings attached. Read article

  How to run companies with the stroke of a hashtag

Llopis, Jaume Twitter has changed how we communication. The book 500 tweets for better management gathers thoughtful messages about the economy and business management from the active account of IESE's Jaume Llopis. Read article
PAGE 1 of 16
Go to page