July 2002
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Just-in-Time Delivery Comes to Knowledge Management
Magazine ArticleKnowledge-sharing programs often fail because they make it harder, not easier, for people to do their jobs. But the novel approach taken by Partners HealthCare offers hope.
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Imbalance of Power
Magazine ArticleManagement has usurped control from boards—and the directors themselves are to blame.
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Driving Customer Satisfaction
Magazine ArticleAt Enterprise Rent-A-Car, the field managers, not the corporate executives, hold the key to providing quality service.
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When Paranoia Makes Sense
Magazine ArticleYou know that little voice inside your head that keeps telling you to be worried—about your boss, your subordinates, your colleagues? Start listening to it.
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Discipline and the Dilutive Deal
Magazine ArticleA merger that immediately boosts your earnings per share is better than one that dilutes it, right? Wrong.
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The Mismanagement of Customer Loyalty
Magazine ArticleMuch of the common wisdom about customer retention is bunk. To get strong returns on relationship programs, companies need a clearer understanding of the link between loyalty and profits.
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Campaigning for Change
Magazine ArticleLarge-scale change initiatives often collapse under the weight of their own complexity. To bring order to the chaos, organize the effort into three coordinated campaigns: political, marketing, and military.
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The Best of Intentions
Magazine ArticleIs it ever right to discriminate against people for their own good?
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Many Happy (Product) Returns
Magazine ArticleMost companies view the handling of product returns as a costly nuisance. But some savvy businesses are making the process profitable.
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Management by Fire: A Conversation with Chef Anthony Bourdain
Magazine ArticleIf you want great performance, lay down the law and turn up the heat.
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Make Your Values Mean Something
Magazine ArticleYour corporate values statement may be doing more harm than good. Here’s how to fix it.
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The Growth Crisis—and How to Escape It
Magazine ArticleA combination of forces is making it harder than ever for companies to increase their revenues. But there is a way out of the trap—and it’s closer at hand than you might think.
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Let’s Put Consumers in Charge of Health Care
Magazine ArticleBusinesses spend billions on health insurance, yet employees remain unhappy with the coverage they receive. It’s time for a radically new approach.