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Tag Archives | operations

CX1

Customer Experience (CX) Pyramid

Most organizations aren’t ready to deliver great Customer Experiences across all channels.  Many of them have invested heavily in conventional methods of doing business, backed by in person or over-the-phone customer experience.  This has led to creation of siloed operational structures within companies, where each silo operates individually. With the advent of digital channels, these […]

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Value Chain2

Strategy Classics: Porter’s Value Chain

The Value Chain concept, first described by Dr. Michael Porter in 1985, is a series of actions that a firm—in a specific industry—accomplishes to produce a valuable product or service for the market.  The value chain notion visualizes the process view of an organization, perceiving a manufacturing or service organization as a system comprised of […]

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operations management

Flevy’s Definitive Guide to Operations

This is a guide to navigating Flevy to find the documents and other resources you need related to Business Operations.  “Operations” is a broad, vague term. It can convey a lot of different meanings to different people. If you don’t find what you are looking for in this article, please email us at [email protected] First, a very […]

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