Many companies have successfully transformed their manufacturing, R&D, and other business functions, improving their performance while stripping out cost. Yet far fewer have optimized their service ...

Utilities operate in high-stakes environments where operational resilience, infrastructure reliability, and workforce efficiency are essential for maintaining uninterrupted service. Cutting-edge field ...

Digital transformation is inarguably a deciding factor today to stay ahead, keep companies competitive, and customers well-served. But what to do when your legacy estate is holding you back? This is ...

The advent of electric vehicles portends many changes ahead for dealership service departments in the coming decades. Service managers and directors will have to be agile, resilient and ...

Both service operations and manufacturing operations are in the business of satisfying customers, and that requires organization and planning. While the mechanisms and inputs for creating customer ...

Robotic solutions have advanced rapidly and reached a tipping point—they’re no longer just prototypes, but practical, cost-effective tools capable of handling repetitive and even complex tasks in real ...

Victorino, Liana, Joy M. Field, Ryan W. Buell, Michael J. Dixon, Susan M. Goldstein, Larry J. Menor, Madeleine E. Pullman, Aleda V. Roth, Enrico Secchi, and Jie J ...