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

JANUARY 7, 2013

Leading organizations are already using the power of social media to shape their business process management (BPM) agendas. Social tools can make the "process of process management" much more nimble , by delivering information to process participants about improvements needed for operational processes.

BPM 8

BPM Media Process Airlines 8

LDRLB

MAY 26, 2014

It used to be enough to look at a static market, do a five forces analysis, be able to figure out, do a BCG matrix, all of these sort of old-school tools. That’s what happened, remember, in the airline industry. You had this huge boom and then this terrible bust and all these airlines that had been around for decades disappeared.

Early Adopters 60

Early Adopters Rogers Disruptive Innovation Innovation 60

Harvard Business Review

APRIL 13, 2017

” I always respond that, like many tools, it can be used in good and bad ways. Checklists describe several standard critical processes of care that many operating rooms typically implement from memory. Another example I often give concerns the use of fuel- and carbon-efficient flight practices in the airline industry.

Hawthorne Effect 15

Hawthorne Effect Airlines Efficiency Letter 15

Harvard Business Review

FEBRUARY 6, 2018

Managed by the FBI’s Terrorist Screening Center, the list bans people on it from boarding commercial aircraft within, into, or out of the United States. Doing this effectively requires having powerful tools to identify the malicious traffic hidden in vast quantities of legitimate traffic. Luerat Satichob/Getty Images.

Company 8

Company Airlines Automotive Tools 8

Harvard Business Review

JULY 9, 2018

But it’s particularly difficult for large, traditional firms , especially those which operate in consolidated, non-growth industries (think pulp and paper, steel, airlines) and which are often located away from the metropolitan areas where data scientists live. And they can create a lot of value by generating new business.

Bottom-up 8

Bottom-up Operations Training Efficiency 8

Harvard Business Review

APRIL 26, 2011

These customer experience management initiatives can be complex. That's exactly what Portuguese airport operator ANA Aeroportos de Portugal did in its quest to attract more major airlines and connecting routes. Their findings quickly confirmed that ANA's focus on its customers' customers would benefit the airlines, as well.

B2B 15

B2B Airlines Travel Stage-Gate 15

Harvard Business Review

MAY 28, 2015

Managers constantly try to fit new market needs to existing processes and routines. The Future of Operations. The latter are troublesome because the knowledge base and skills required to operate in the new realm are so fundamentally different. How much of it is driven by your tool suppliers? Insight Center. Several U.S.

Technology 8

Technology Depreciation Christensen Short-term 8

Harvard Business Review

NOVEMBER 7, 2013

More than a tool for differentiation, it is a tool for spurring creative thinking. Southwest Airlines consistently monitors customer feedback using Net Promoter, a tool that measures customer satisfaction by tracking whether a customer would recommend the airline to a family or friend.

Airlines 8

Airlines Banking Creativity Brand 8

Harvard Business Review

AUGUST 2, 2018

For example, I manage the finances for a team that travels very often, and I’ve been grateful for the intelligent guesswork that my expenses software extracts from receipts using machine learning: the merchant’s name, the dollar amount spent, taxes, and likely expense categorization. Insight Center. Adopting AI. Sponsored by SAS.

Learning-by-Doing 9

Learning-by-Doing Software Technology Travel 9

Frank Sonnenberg Online

JUNE 21, 2021

The truth is that many change-management efforts fail simply because the vital human component is underappreciated, when in fact it is at the heart of change. The enemy is poor management of change.” The enemy is poor management of change. As Dr. Rodger Dean Duncan says, “Change is not the enemy. Change is not the enemy.

Hotels 125

Hotels Stress Resistance Restructuring 125

Harvard Business Review

APRIL 7, 2014

In car rentals, firms like Hertz and Enterprise are making bets on car-sharing operations. Even dominant businesses like Amazon and Facebook spend enormous sums of money to snatch up and independently operate disruptive businesses like Quidsi and Whatsapp. For a real-world example, just consider the airline industry.

Disruptive Innovation 8

Disruptive Innovation Airlines Tactics Tools 8

Harvard Business Review

JUNE 29, 2016

Airlines Easyjet and Lufthansa have adopted drones as a tool for aircraft inspections. And one of retail’s largest players, Walmart, is testing how drones could help improve warehouse inventory management. Other industries are being persuaded by the cost and safety benefits of drone-based data as well. Insight Center.

Competitive Advantage 9

Competitive Advantage Company Outsourcing Analysis 9

Harvard Business Review

FEBRUARY 13, 2015

It’s time to end the fear of customers’ public feedback and to start managing relationships with abusive customers in a disciplined way. Your employees may be operating under the “the customer is king” cliché, and may be trying endlessly to please every whim. The airline supported him all the way to court.

Reis 8

Reis Airlines Morale Hotels 8

Harvard Business Review

JULY 22, 2016

Organizations that manage digital networks (we call them network orchestrators) are different from traditional product and service providers. Use existing tools. ” Companies that go this route use preexisting digital platform tools to engage their networks. Here are three ways it can be done.

Real Estate 8

Real Estate Business Model Incubator Short-term 8

Women on Business

JANUARY 24, 2011

For example, as a designer/writer, my skills are not well applied to bookkeeping or financial management. Exhaust resources that don’t cost first and at least come up to “Dummy&# level on each initiative that you manage. But the advertiser or the promoter can’t know in advance which fifty-percent! Mine your backyard.

Press Release 100

Press Release Discount Sharpe Advertising 100

Harvard Business Review

DECEMBER 20, 2016

I’ve found that managers who fully embrace a superconsumer strategy learn more from their consumers through increased empathy. These managers are more persuasive at getting buy-in from the leaders in their organization, make better strategic decisions, and achieve more stable, more predictable, and longer-term growth.

Airlines 8

Airlines Energy Self-aware Learning Curve 8

Harvard Business Review

NOVEMBER 25, 2015

So most executives manage it according to their intuition. It takes a careful mix of mission, management, and culture. We found that the companies most famous for their cultures — from Southwest Airlines to Trader Joe’s — maximize the good motives , while minimizing the bad ones. Insight Center.

Motivation 8

Motivation Company Airlines Learning-by-Doing 8

Harvard Business Review

DECEMBER 9, 2015

The foundational elements—call them employee satisfaction—are fundamentals such as having a safe work environment and the tools necessary to do the job. Managers often decide that the real issue for employees is how much money they make. Most employees are not coin-operated, and more money does not lead to more engagement.

360-Degree Feedback 8

360-Degree Feedback Maslow Mission Statement Bureaucracy 8

Harvard Business Review

DECEMBER 23, 2016

” Members from each partner organization rate the alliance in areas related to strategic fit, operational fit, and cultural fit. Similar failures among cockpit crews can lead to airline crashes. Focus your conflict-management resources where it matters most.

Productivity 8

Productivity Products Survey Strategic Fit 8

Harvard Business Review

NOVEMBER 23, 2015

Until recently, however, the tools and capabilities to execute this operation—delivering truly relevant personalized offers and content to millions of customers and prospects, across channels, content formats and touchpoints–have not existed. agency and technology partners) to manage the process.

Marketing 8

Marketing Content Supply Chain CRM 8

Harvard Business Review

OCTOBER 30, 2014

But the real power of the partnership comes from their ability to bring the best of each of their departments—as well as pricing, operations, and other groups—to bear in exploiting those micromarket opportunities. One important way to focus the effort is by managing the sales pipeline together. “It In some industries (e.g.

Marketing 9

Marketing Guidelines B2C Analysis 9

Harvard Business Review

APRIL 12, 2013

Such leaders understand that a push to undertake a new strategy or to redirect operational performance depends pivotally on how well they communicate with employees. Equally important, it depends on how well they manage communication throughout their organization. Successful transformations require many people pulling together.

Company 8

Company Video CEO Crisis 8

Harvard Business Review

JUNE 24, 2013

We asked Square''s CFO and Operations Lead, Sarah Friar , for perspectives on this technology, what it means for marketers, and how to manage in the world of mobile innovation. I think the airlines have done this well with allowing me to just skip through security lines in first-class or allowing me to board the plane first.

CFO 8

CFO Loyalty Technology Definition 8

Strategy Driven

FEBRUARY 4, 2011

Tactics deemed as ’standard operating procedure’ for some companies were exposed and ridiculed by others. Yet, most CEOs were never trained on how to be CEOs, with all the responsibility, people skills, leadership and ethical management that must go along with the job. Formerly sainted icons went down in disgrace.

Ethics 76

Ethics Cost Crisis Learning-by-Doing 76

Harvard Business Review

FEBRUARY 27, 2017

Take emerging blockchain technology applications , which could have vast potential in financial services (currency, payment solutions, digital assets), insurance (contract and identity management), entertainment (performance rights management), and many other sectors.

Globalization 8

Globalization Supply Chain Human Capital Long-term 8

Harvard Business Review

APRIL 20, 2016

Disney has reinvented the customer experience by translating what it exclusively knows about park operations into software, substantively enhancing its customer value proposition. Today, Delta has industry-leading operations in metrics such as on-time arrivals, flight cancellations, and lost bags.

Software 8

Software Company Airlines Business Model 8

Harvard Business Review

DECEMBER 13, 2016

The bank was using a project management tool, but the lack of discipline in keeping it up to date made it largely fruitless. Prioritization at a strategic and operational level is often the difference between success and failure. I have over 20 years of experience in prioritizing, selecting, and managing projects.

Project 8

Project How To Objective Efficiency 8

Harvard Business Review

AUGUST 16, 2016

.” And yet the lean startup methodology, born in Silicon Valley as a way for startups to tune in to customer needs with limited resources, has been gaining major momentum inside big companies like General Electric, Alaska Airlines, Telefonica, 3M, and W.L. “They want to see their product commercialized.”

Company 8

Company Airlines Ries Survey 8

Harvard Business Review

MAY 25, 2018

” Another is, “How will a company like that ever be managed?” Likewise, the airlines have demonstrated that well-constructed alliances can be a powerful way to build market position and capitalize on scale. These new organizations are likely to operate quite differently from traditional corporations.

Incubator 8

Incubator Insurance Cost of Capital Competitive Advantage 8

Harvard Business Review

JANUARY 8, 2015

As the CEO of a British bank confided at last year’s World Economic Forum, “We all know it’s important to be empathic, but how do I galvanize 48,000 people in my UK operations — most of whom think that empathy is for wimps?” It is seen as a soft and frilly add-on rather than a core tool.

Emotional Intelligence 8

Emotional Intelligence Media Sample Banking 8

HR Digest

JANUARY 10, 2024

The ability to manage change determines the fate of any organization. Companies that effectively manage change thrive, while those unable to do so ultimately fail from irrelevance. This second type of change management is critical because it creates meaning and purpose around the other challenges.

Ulrich 52

Ulrich Leadership Diversity Audience 52

Harvard Business Review

MARCH 18, 2013

Since 2010 , big consumer brands such as NBC, Walgreens and Southwest Airlines have all launched major projects that center around gaming. Unstructured data can be one of the tools used to limit fraudulent activity. Like it or not, gamification is on the rise. This is not only time-consuming, it's expensive.

Airlines 8

Airlines Film Industry Proposal 8

Strategy Driven

FEBRUARY 11, 2016

Operating with transparency used to be a luxury versus a necessity but, now, it’s quite mandatory. It used to be that only airlines had “loyalty” programs. For instance, airlines offering free first class upgrades or hotels upgrading size of the room for elite travelers often creates an allegiance that trumps price point.

Entrepreneur 50

Entrepreneur Loyalty Airlines Advertising 50

Harvard Business Review

DECEMBER 20, 2016

It’s not yet clear what Trump’s election means for issues that impact companies’ efforts to manage environmental and social issues. The UN also agreed to slash emissions from the airline industry. One energy hog, the IT sector, has managed to level off energy use in data centers. Trump Shocked the World.

Energy 8

Energy Banking Chemicals Globalization 8