Frei, Frances X., and Dennis Campbell. "Managing Service Operations: The Managerial Research Design Process." Harvard Business School Teaching Note 608-155, April 2008.

With campus roaring back to life amid back-to-back Commencements, Reunions, and special events, HBS IT and Operations have been partnering closely behind the scenes to ensure these activities go off ...

Many companies have successfully transformed their manufacturing, R&D, and other business functions, improving their performance while stripping out cost. Yet far fewer have optimized their service ...

Key performance indicators (KPIs) are the compass that guides businesses toward their goals. They can help you make data-driven decisions, but they can also point you toward your true north: customer ...

Naren Agrawal is the Benjamin and Mae Swig Professor of Information Systems and Analytics at the Leavey School of Business, where he has been a member of the faculty since 1992. His academic work ...

Field service leaders automate and streamline processes in myriad ways. There’s no right answer to the question of how to digitally transform a field service organization. That said, a good litmus ...