Harvard Business

SEPTEMBER 23, 2016

While effective metrics are essential for focusing attention and achieving results, they can also overpower better sense. Most industries cower to a few central metrics, the yardsticks that define the winners and losers. Metrics tried and proven over years become a guide to what’s important, driving resource allocation.

Metrics 28

Metrics Retail Sales Automotive 28

Harvard Business

AUGUST 29, 2018

Take the subscriber-first strategy of The New York Times. One airline paired its automation efforts with its customer service training so that agents could spend more time looking fliers in the eye and talking to them, and less time staring at a screen and typing. Shift 3: See people as multipliers of value.

Strategy 28

Strategy Strategy Strategy& Agile 28

Harvard Business

APRIL 13, 2017

Checklists describe several standard critical processes of care that many operating rooms typically implement from memory. In a related paper published in 2013 , Alexander Arriaga and colleagues had 17 operating-room teams participate in 106 simulated surgical-crisis scenarios. following the introduction of checklists. The implication?

Efficiency 52

Efficiency Airlines Study Operations 52

1 to 1

MARCH 21, 2023

Delta Airlines CEO Ed Bastian’s announcement that in-flight wi-fi would be free for loyalty members went over with flying colors, drawing hoots and rousing applause. airline in 2022 by the Wall Street Journal , which scores airlines on seven operations and customer metrics. “We

Report 26

Report Healthcare Airlines Trends 26

Harvard Business

AUGUST 7, 2018

Why is it that when a group of managers gets together for a strategic planning session they often emerge with a document that’s devoid of “strategy”, and often not even a plan ? ” The latter is a list of actions interspersed with a sprinkling of desired results, all utterly useless in terms of strategy.

Case Interview 52

Case Interview Groups Small Business Examples 52

Harvard Business

DECEMBER 20, 2016

I’ve found that managers who fully embrace a superconsumer strategy learn more from their consumers through increased empathy. That’s why it’s imperative to ensure your strategy deeply resonates with your organizational culture. With superconsumers, this is actually straightforward. Unlocking Energy.

Energy 28

Energy Airlines Culture Retail 28

Harvard Business

MARCH 8, 2018

Like banks, airlines, and retailers, health care providers will need to offer an easy, digital front-end experience to their customers. These are all very different strategic needs requiring different implementation approaches and performance metrics. Insight Center. Health Care’s New Frontier. Sponsored by Optum.

Retail 28

Retail Strategy Strategy Strategy& 28