All articles by Harry Hawkes
Service Operations as a Secret WeaponMay 2, 2011 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.
Reinventing Print MediaAugust 27, 2009 Four new strategies offer a path to future profits for today’s troubled newspaper and magazine companies.
The library rebootedFebruary 24, 2009 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.
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