All articles by Harry Hawkes

Despite years of cutbacks, many companies’ pay structures are still unbalanced. Here’s a dispassionate, logical way to realign them.

Effectively managing service operations is crucial to controlling labor costs and improving customer satisfaction. By addressing six drivers of performance, executives can go a step further — turning their service operations into a key source of competitive advantage.

Four new strategies offer a path to future profits for today’s troubled newspaper and magazine companies.

Even in an era when you can “Google” just about anything, many libraries have remained as vibrant, dynamic, and popular as ever. They’re staying that way by redefining the business they’re in.