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When Should a Process Be Art, Not Science? (Spanish version)
Hall, Joseph M.; Johnson, M. EricArticle HBS-R0903DService and Operations ManagementWhat new technologies can make a science of art? Do my customers value variation? How do the costs and opportunities of art and science stack up? Art and science both have important roles to play in business processes. They need not be at odds but must be carefully harmonized.Starting at €8.20
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Just in Time for the Holidays (HBR Case Study and Commentary)
McNulty, Eric; Johnson, M. Eric; Brandstatter, Horst; Hausman, Warren H.; Omrod, AnneArticle HBS-R0512A-EService and Operations ManagementIt's the busiest time of year for North Pole Workshops. Production is in high gear, and the elves are on overtime in the sprint toward Christmas. But an unexpected spike in demand for one toy may leave children around the world disappointed on Christmas morning, whether they've been naughty or nice. At the same time, another toy's popularity threatens to plummet, leaving Santa and his elves faced with the prospect of millions of unloved plaything...Starting at €8.20
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Cybersecurity: Managerial Basics
Laseter, Timothy M.; Johnson, M. Eric; Sesia, AldoTechnical Note DARDEN-OM-1807-EService and Operations ManagementThis note introduces cybersecurity what it is, why it is needed, and current practices and solutions. While the broad issue of information security is a concern for governments and individuals, this note focuses on internet-related risks facing private-sector enterprises. Cybersecurity is, or should be, front and center in the minds of leaders at companies that are adopting and applying digital technologies to transform how their companies operat...Starting at €8.20
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When Should a Process Be Art, Not Science
Hall, Joseph M.; Johnson, M. EricArticle HBS-R0903D-EService and Operations ManagementThis article includes a one-page preview that quickly summarizes the key ideas and provides an overview of how the concepts work in practice along with suggestions for further reading. Managers have gone overboard with process standardization. Many processes - such as leadership training or auditing - are more art than science. Imposing rigid rules on them squashes innovation, reduces accountability, and harms performance. Tuck professors Hall an...Starting at €8.20