Service and Operations Management RSS

Research Papers  When diagnosis is part of the service: Learning and treating efficiently

Bimpikis, Kostas; Markakis, Mihalis Is it just a fever or something more serious? When providing services that range from simple to complex, as in health care, not knowing what's required for each patient leads to wasted resources and inefficient staffing. So, how can this kind of system be optimized? Read article

Knowledge Exchange  The Amazon effect: ready for the next disruption?

IESE Insight Amazon, celebrating its 25th anniversary, has grown into an e-commerce giant capable of transforming any sector it touches. Here's how that happened (and what may happen next). Read article

Knowledge Exchange  A CEO's mantra: Stop customers from suffering

IESE Insight For a regulated public utility like Madrileña Red de Gas, what's the bottom-line incentive to pursue customer-service improvements? The CEO, Alejandro Lafarga, explains his business calling. Read article

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