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Competing on Service: Eleven Ways to Beat the Competition by ‘Hugging’ Your Customers

Strategy Driven

Twelve cases are written as narratives with multiple teaching points, but without a focus on a particular business decision; the remaining twenty-three cases were written around specific conundrums related to strategy, operations, finance, marketing, leadership, culture, human resources, organizational design, business model, and growth.

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We Need Both Networks and Communities

Harvard Business Review

Drucker Forum 2015: Managing in the Digital Age. This post is one in a series of perspectives by presenters and participants in the 7th Global Drucker Forum. At the organizational level, as I have written frequently, effective companies function as communities of human beings, not collections of human resources.

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Automation Won’t Replace People as Your Competitive Advantage

Harvard Business Review

The last lines of an article he excerpted from the book express it very nicely: Staking our futures to our profoundest human traits may feel strange and risky. Southwest operates in an industry that has long been obsessed with asset utilization as the key to competitiveness.