Harvard Business Review

FEBRUARY 22, 2017

Given that the service department is a cost center in most companies, service leaders have long relied on AHT as a critical lever for keeping staffing levels, and therefore costs, in check. AHT has been around for almost as long as the telephone itself. And customers can tell.

Metrics 8

Metrics Video Cost Cost Center 8

Harvard Business Review

FEBRUARY 2, 2016

It’s tempting to think of distinctive capabilities as a kind of artistry performed by an elite corps of high-potential talent: the elite players work long hours and deliver unusual results, while the rest of the organization struggles along in its usual incoherent fashion. The functional model of organization dates back to the 1850s.

Development 8

Development Supply Chain Incentives Outsourcing 8

Harvard Business Review

DECEMBER 18, 2012

It was by no means a hiccup-free year on sustainability issues for Walmart, with deep concerns about corruption in its Mexican operations. Later in the year, tragedy struck Dhaka, Bangladesh when a fire at the Tazreen Fashion factory killed or injured hundreds of people. But the subtle change in buyer incentives is a big deal.

Supply Chain 8

Supply Chain Constraint P&L Energy 8