Harvard Business Review

JANUARY 28, 2015

If it’s all about the operations then you lose sight of the customer. Rather than measuring marketing KPIs or operations KPIs, focus instead on the more customer-oriented journey KPIs, such as lifetime margin. Once the drivers of the costs of the journey are understood, marketing can work with operations to address them.

COO 8

COO Planning Metrics Call Center 8

Harvard Business Review

JULY 4, 2012

It is consumers that have made Africa the fastest growing mobile market in the world. But so far they've concentrated their marketing power at consumers, and invested in selling mainly broadband-related products to the corporate sector. The market is completely open. The notion of the CIO is still in its infancy.

CIO 15

CIO Information Technology Bottom-up Policies 15

Harvard Business Review

JUNE 16, 2015

He told me about the days, decades ago, when he first ran into a new breed of executive and thought, “What the heck is a CIO?” The issues in each of these buckets require new leadership, or at least a rethinking of it in the highest ranks of companies, and deep operational changes. The Future of Operations.

Constraint 8

Constraint Supply Chain Resources Operations 8

Harvard Business Review

DECEMBER 4, 2013

Much as war is too important to be left to the generals, the business of network effects is too valuable to be entrusted to the CMOs and CIOs. Similarly, marketing loves the virality that social media and network effects facilitate. Can your organization do that without a Chief Network Effects Officer?

Management 8

Management Supply Chain CIO Core Competence 8

Harvard Business Review

JULY 31, 2012

Consider the approach to front line engagement taken at Martin Health System , a community healthcare system in Stuart, Florida, which implemented a new enterprise-wide system for managing patient records and core operations. Are there ways you can enable front line workers to influence the design of their work?

Technology 13

Technology Software CIO Information Technology 13

Harvard Business Review

NOVEMBER 19, 2012

Royal Caribbean built its Oasis-class ships with pervasive digital connections that transform guests' cruising vacations into ones that allow them greater individual control to influence their experience. To do this, Royal Caribbean thought about every aspect of the ship and its operations from a guest's perspective.

IT Strategy 9

IT Strategy Strategy Class Offshoring 9

Harvard Business Review

JUNE 26, 2017

To set this in context, it’s important to first understand the fundamental challenge of building contemporary (and future) workspaces, especially for technology companies: Software and buildings operate on entirely different timescales. Buildings, on the other hand, are change averse, optimized to stand for decades.

Real Estate 8

Real Estate Technology Hedge Project 8