Harvard Business Review

OCTOBER 19, 2017

Airlines are arguably more operationally complex, asset-intensive, and regulated than hospitals, yet the best performers are doing a better job by far than most hospitals at keeping costs low and make a decent profit while delivering what their customers expect. katyau/Getty Images. These examples are relevant to health care for two reasons.

Airlines 8

Airlines Health Care Transportation Operations 8

Harvard Business Review

OCTOBER 2, 2014

Customers Decision making Information & technology' What they found surprised them. As they reported in a paper published in 2008 , rule-of-thumb methods were generally as good or even slightly better at predicting individual customer behavior than sophisticated models. “If

Simon 9

Simon Retail Uncertainty Apparel 9

Harvard Business Review

SEPTEMBER 4, 2014

Take the airline control system—the outcomes it delivers vary tremendously by weather, equipment availability, time of day, and so on. Decision making Information & technology Strategy' In a complex system, however, elements can potentially interact in different ways each time because they are interdependent.

Budgeting 9

Budgeting Information Technology System Library 9

Harvard Business Review

SEPTEMBER 11, 2012

So does accurate information about flight arrival times: If a plane lands before the ground staff is ready for it, the passengers and crew are effectively trapped, and if it shows up later than expected, the staff sits idle, driving up costs. The technologies are new and in some cases exotic. So when a major U.S.

Management 8

Management Airlines Supply Chain CTO 8

Harvard Business Review

MAY 30, 2017

health care system, a new wave of analytics and technology could help dramatically cut costly and unnecessary hospitalizations while improving outcomes for patients. In response, hospitals are increasingly making analytics and new technologies an integral part of hospital operations. Photo by Matthew Payne. Ongoing U.S.

Health Care 9

Health Care System Technology Airlines 9

Harvard Business Review

SEPTEMBER 10, 2014

Banks run automated algorithms to identify potential fraud, websites customize content in real time, and airlines automatically determine how to re-route passengers when weather delays strike while taking into account myriad factors and constraints. Decision making Information & technology Operations'

Hammer 8

Hammer Company Operations Information Technology 8

Harvard Business Review

JUNE 29, 2016

In the oil industry, for example, what used to be weeks of inspection work now takes just days, thanks to drone-based thermal imaging and gas “sniffer” technology to inspect oil rigs and pipelines. Airlines Easyjet and Lufthansa have adopted drones as a tool for aircraft inspections.

Competitive Advantage 9

Competitive Advantage Company Outsourcing Analysis 9

Harvard Business Review

OCTOBER 18, 2016

Note that whether the technology used is “leading edge” is secondary. If it would have an immediate business impact, such as the impact that an airline’s loss of its reservation systems would have, then it is likely to be a key operational investment. They are driven by novel ideas or perhaps a new technology.

Tools 8

Tools Competitive Advantage Operations Technology 8

Harvard Business Review

AUGUST 10, 2015

To a large extent, he’s speaking directly to us humans, who may well lack confidence that we can continue to provide a superior value proposition relative to advancing technology. In airlines, for example, seat pricing and crew scheduling optimization systems are practically part of the woodwork.

Competitive Advantage 8

Competitive Advantage Storytelling Airlines Human Resources 8

Harvard Business Review

AUGUST 14, 2012

Herb Kelleher of Southwest Airlines predicted eleven out of the last three recessions. Second, they also need to be authorized to follow through to see that the information is really acted upon (vs. The system must be able to handle information overload. Leaders need to be productively paranoid.

Management 13

Management Licensing Crisis Hedge 13

Harvard Business Review

OCTOBER 26, 2012

Traveling cookie" data build a digital footprint of a consumers based on their logins at popular sites (for example, on airline sites or Facebook). The organizational and technology challenges are significant, and we have touched on only a few of them here. validating emails).

Retail 11

Retail Loyalty Customer Loyalty ROI 11

Harvard Business Review

DECEMBER 18, 2012

Health care, wireless communications, real estate, information technology, and airlines are all major industries that consistently confuse and turn off their customers, leading to mistrust and disloyalty. But the financial services industry is not alone. Jargon in communication is just the surface of the problem.

Real Estate 8

Real Estate Wireless Industry Airlines 8

Harvard Business Review

DECEMBER 1, 2015

Aggregators like Expedia and some airlines will argue that they do allow you to book both flight and hotel from the same portal. But what if you wish to stay at a boutique hotel that is not a partner? And can you really be sure that you are getting the best deal?

Execution 8

Execution Hotels Software System 8

Harvard Business Review

SEPTEMBER 7, 2017

Perhaps not surprisingly, American Airlines leads in magnitude for U.S. airlines — but not by as much as you would think. Simply put, this is the aggregate of all digital measures (visits, page views, social media views, social media visitors, etc.). Digital share. This is where it gets interesting for U.S.

Airlines 8

Airlines Hedge Metrics Consensus 8

Harvard Business Review

SEPTEMBER 10, 2014

In an earlier age, “general purpose technologies” such as electricity and communications networks were recognized by economists as their own category because they provided vital inputs for all kinds of businesses, revolutionized the way business was conducted in general, and literally redefined what it meant to live in modern society.

Transportation 8

Transportation Price Airlines Retail 8

Harvard Business Review

MAY 12, 2014

The public sector rates a weak-although-still-better-than-cable 68 , the much-criticized airlines score 69 , and health insurers come in at 73. Malone was (and is) an extreme case, but in general pleasing customers and pursuing technological innovation don’t really seem to be in the cable providers’ DNA.

Telecommunications 8

Telecommunications Open-book Content Information 8