The Horizons Tracker

JULY 15, 2019

A recent report from Deloitte highlighted how customer service has transitioned from the cost center of old, and the most sophisticated companies now aim to create experiences that delight customers and turn them into loyal devotees of the brand.

Technology 43

Technology Cost Center Comparison Discount 43

Harvard Business Review

FEBRUARY 2, 2016

On the other hand, they are set up as cost centers and service bureaus, mandated to meet the needs of all their constituents as rapidly as possible under the ceiling of their budget. When all cross-functional teams are temporary, an organization has little incentive to overcome these hurdles.

Development 8

Development Supply Chain Incentives Outsourcing 8

Tanveer Naseer

NOVEMBER 10, 2015

It needs to center on step by step improvement in how an individual is doing against goals, how a team is advancing by virtue of an individual’s progress, how innovation is being served by attitudes and decisions on a daily basis, and how an individual’s achievements are translated into outcomes valued by an employer.

Performance Review 100

Performance Review Review Learning-by-Doing Document 100

Harvard Business Review

FEBRUARY 22, 2012

Typically an in-house cost center, service is usually viewed as a necessary evil and constantly targeted for "efficiency." Over time, notable service firms built outsourcing capacity in India, Malaysia, Singapore and elsewhere to allow any firm to have a global service workforce at low cost. Model #2 is an example of that.

Participative 15

Participative Decentralization Globalization Cost Center 15

Harvard Business Review

OCTOBER 4, 2012

As founder of the Center for Hispanic Leadership, I can attest to the fact that the U.S. Think profit center, not cost center. According to the Center for Talent Innovation , only 5% of mid-level Hispanic managers have sponsors, as Hispanics have not been as effective at earning a seat at the table with senior executives.

Policies 15

Policies Short-term Diversity Education 15

Harvard Business Review

OCTOBER 4, 2012

As founder of the Center for Hispanic Leadership, I can attest to the fact that the U.S. Think profit center, not cost center. According to the Center for Talent Innovation , only 5% of mid-level Hispanic managers have sponsors, as Hispanics have not been as effective at earning a seat at the table with senior executives.

Policies 8

Policies Short-term Diversity Education 8