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 ...

How should you measure the success of your service operation? What are the Key Performance Indicators that you can use to judge the performance of both your customer service reps and your service ...

Both service operations and manufacturing operations are in the business of satisfying customers, and that requires organization and planning. While the mechanisms and inputs for creating customer ...

Field service operations management refers to the processes and tools that an organization leverages to make continuous improvements and provide value, both to stakeholders (e.g. employees, customers, ...

Robotic solutions have advanced rapidly and reached a tipping point—they’re no longer just prototypes, but practical, cost-effective tools capable of handling repetitive and even complex tasks in real ...

The advent of electric vehicles portends many changes ahead for dealership service departments in the coming decades. Service managers and directors will have to be agile, resilient and ...

Understanding customer behavior and anticipating what questions they could ask about your product or service, and then creating online FAQs for those questions is a great example of proactive service.

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 ...