Customer Service Excellence - Publications - Faculty & Research

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Faculty & Advisors | MBA

satellites that use optical communication to provide a data relay service for remote sensing satellites. Before starting Analytical Space, Dan was the Director of Special Projects at Planetary Resources, worked briefly at BCG in the... View Details

19 Jul 2011
Research & Ideas

Rupert Murdoch and the Seeds of Moral Hazard

heavily on other, usually smaller, companies or external individuals to conduct many of their activities. What part of your iPad is made by Apple? Is the Verizon customer representative you're talking with really part of that company? How... View Details

Keywords: by Staff; Journalism & News; Publishing

14 Dec 2011
Research & Ideas

The New Measures for Improving Nonprofit Performance

substantial investment of $3 million to $5 million and work extensively with the management team as strategic advisors to help them build that organization. And in fact, some of our investment partners have made significant strides—real changes to the View Details

Keywords: by Julia Hanna

14 May 2012
Research & Ideas

Breaking the Smartphone Addiction

world's most elite and demanding professional service firms—The Boston Consulting Group (BCG)—could work together to ensure that they each could truly disconnect from work for a scheduled unit of time each week. This modest experiment... View Details

Keywords: by Leslie A. Perlow

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Past Issues - Alumni

from here Vive la Madeleine! How vision, perseverance, and many blocks of real Normandy butter created a new model for French manufacturing Complete Table of Contents September 2016 The Taxi Wars of Jakarta How two alumni-founded on-demand ride View Details

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2018 Symposium - Race, Gender & Equity

Leadership. She has received the Excellence in Teaching Award of the Year in the Executive MBA programs at Fuqua ten times. She received her Bachelor in Business Administration degree and Master in Professional Accounting degree from the... View Details

02 Jan 2018
Op-Ed

'Dear Working Knowledge'--Our Favorite Reader Comments of the Year

that stands between the consumer and the provider. You don't see this problem in food service - where restaurants pile on needless amounts of food just to charge for more of it. If customers don't like being... View Details

Keywords: by Sean Silverthorne

28 Nov 2012
What Do You Think?

Should Pay-for-Performance Compensation be Replaced?

customer perceptions of service quality, or success in developing talent, should be injected in some way into the calculation. Regardless of the solution favored, Daniel Pink reminds us that all of these... View Details

Keywords: by James Heskett

12 Apr 2018
Blog Post

Reading Between the Lines: How to Spot the Skills You Need Among the Resumes You Get

what’s really useful to us.” She wants to see evidence of team leadership: “What did they likely need to do to rally a team around ‘x’ initiative?” Whereas individual experts should demonstrate core skills, managers should communicate core attitudes, such as a View Details

Keywords: All Industries

01 Dec 2020
News

Two Truths and a Lie About 5G

major developments: Ericsson opened its first 5G-enabled smart factory in the United States, Apple unveiled its first 5G-enabled phone, and carriers like AT&T and Verizon have been preparing their customers for major transition. So has... View Details

Keywords: Jen McFarland Flint

01 Jun 2005
News

Profiles from the Class of 2005

combination offered by Ford Motor Company’s management training program. While he excelled at leading teams to solve engineering-based manufacturing problems, it was a stint in sales and marketing that changed his life. “I was on the job... View Details

Keywords: Roger Thompson; Julia Hanna; James E. Aisner; Graduate profiles; Government; Transportation Equipment Manufacturing; Manufacturing

01 Jun 2013
News

Five Bright Ideas

algorithms and data collected from the individual student (and from other students previously) to create, according to that student's needs and knowledge, a customized road map for arriving at the individual's educational objective.... View Details

Keywords: Educational Services; Educational Services; Educational Services; Educational Services

15 Dec 2024
News

Alumni and Faculty Books

Edited by Margie Kelley Alumni Books The Power of Imperfect Eating By Kavita Bhatnagar (SELP 11, 2022) Penguin Enterprise Rather than dictating which foods are good or bad, this book weaves together stories that mirror the intricate, emotional, and often imperfect... View Details

Keywords: Publishing Industries (except Internet); Information

11 Sep 2012
First Look

First Look: September 11

high commitment and broad responsibilities, the leadership intended to provide a level of client service that would justify premium rates. However, the system is not working. Issues include: tips are lower than expected, reducing expected... View Details

Keywords: Sean Silverthorne

05 Feb 2019
First Look

New Research and Ideas, February 5, 2019

elephant attack to become a leading artificial intelligence software company. The case describes his unusual management approach emphasizing employee testing and selection, customer testing and selection, and a high degree of... View Details

Keywords: Dina Gerdeman

11 Jan 2011
First Look

First Look: Jan. 11

permission to lead. Troy, a customer service manager, endangered his job and his company's reputation by focusing on protecting his position, not helping his team; when a trusted friend advised him to change... View Details

Keywords: Sean Silverthorne

15 Oct 2008
First Look

First Look: October 15, 2008

Working PapersEconomic Factors Underlying the Unbundling of Advertising Agency Services Authors:Mohammad Arzaghi, Ernst R. Berndt, James C. Davis, and Alvin J. Silk Abstract This paper addresses a longstanding puzzle involving the... View Details

Keywords: Martha Lagace

26 Jun 2007
First Look

First Look: June 26, 2007

Vineet Nayar became president of HCL Technologies, a global IT services business, in April 2005, he knew the company needed drastic change. Since its founding as a hardware company in the 1970s, HCL had grown into an enterprise with $3.7... View Details

Keywords: Martha Lagace

May 2022
Supplement

Maestro Pizza (B): The Competition Awakens

By: Ramon Casadesus-Masanell and Fares Khrais

Maestro pizza opened its first store in 2013 after its founder, Khalid Al Omran, recognized an opportunity in Saudi Arabia to offer high quality pizza at affordable prices. The business grew rapidly and under the radar at first, but soon enough caught the attention of... View Details

Citation

Purchase

01 Dec 2020
News

New News

going through the process of pricing discovery over time and optimizing for the best LTV to CAC [customer lifetime value to customer acquisition cost] ratio, which brings you to questions of scale. As of yesterday, we have over 8,000... View Details

Keywords: entrepreneuship; digital media; startups; news; business models; young alumni; News, Library, Internet, and Other Services; News, Library, Internet, and Other Services

Publications