Service and Operations Management

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  Keys to confronting crises, from a hospital fighting COVID-19

IESE Insight Anticipating problems, protecting your people, and working in close cooperation with your stakeholders: these are some of the lessons the University of Navarra Clinic takes from its fight against COVID-19 in Spain. Read article

  Coping with the coronavirus crisis: A guide for business leaders

IESE Insight How can executives keep calm and lead during the COVID-19 outbreak? Six experts discuss resilient strategies, clear crisis communications, reducing anxiety, increasing health security and more to help leaders respond to the pandemic as proactively as possible. Read article

  Axel Lambert: How to handle crises

IESE Insight Axel Lambert advises organizations, companies and professionals on how to prepare for, react to and prevent health emergencies. After years of working with epidemics such as SARS, influenza and Ebola, Lambert is conscious of one thing: "You're never fully prepared." Read article

  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

  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

  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

  A book for all your New Year's resolutions

This year, hold yourself accountable to all your professional goals. Read article

  Connected Robots: Industry 4.0, Automation, and Why We Need to Let the Robots Communicate

Lampa, Stefan; Sachon, Marc Robotics is an industry game-changer, but what implications does this have in practice, from staffing to performance metrics? IESE's Marc Sachon speaks to Stefan Lampa, Chief Executive Officer of Kuka Robotics, about today's robots and how they're going to change the future for all of us tomorrow. Read article

  A Winning Partnership

Ricart, Joan Enric The public and private sectors need each other now more than ever. What are the keys to forge win-win collaborations? Read article
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