Many companies have successfully transformed their manufacturing, R&D, and other business functions, improving their performance while stripping out cost. Yet far fewer have optimized their service ...

Key guideposts to assist in designing a frictionless, intuitive experience for customers no matter when, or how, or why they interact with your organization. Digital customer experience (CX) ...

The advent of electric vehicles portends many changes ahead for dealership service departments in the coming decades. Service managers and directors will have to be agile, resilient and ...

Robotic solutions have advanced rapidly and reached a tipping point—they’re no longer just prototypes, but practical, cost-effective tools capable of handling repetitive and even complex tasks in real ...

Both service operations and manufacturing operations are in the business of satisfying customers, and that requires organization and planning. While the mechanisms and inputs for creating customer ...

You know those important off-site meetings when the executives get together to talk about the priorities of the year ahead? Guess what happens when you’re not represented at those meetings? Nothing ...

Numerous elements must fit seamlessly together to develop a service operation that is recognized as a “top quality” service provider. Putting it all in place can be daunting. Getting it all up and ...

Field, Joy M., Liana Victorino, Ryan W. Buell, Michael J. Dixon, Susan M. Goldstein, Larry J. Menor, Madeleine E. Pullman, Aleda Roth, Enrico Secchi, and Jie J. Zhang ...

Faculty in the Operations Department examine how firms design and manage their activities and resources to achieve their strategic goals. Through both theoretical and empirical research, the faculty ...