| OM Topics
Addressed in Article |
| Article
Title (Linked) |
Brief
Summary of Article |
ERP |
Quality Mgt. |
Service Mgt. |
Inventory Mgt. |
Location |
Supply Chain & Logistics |
Capacity Mgt. |
Manufacturing |
Productivity |
Advanced Technology |
Global Operations |
| Readers Weigh in on Customer Service |
A summary of most frequent service complaints. BusinessWeek February 19, 2009 |
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Service Mgt. |
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| Extreme Customer Service: The Zappos CEO and UPS Step In |
A very brief summary of super-service from Zappos and UPS. BusinessWeek February 19, 2009 |
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Service Mgt. |
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| Customer Service in a Shrinking Economy |
Business strive to maintain service quality as economy shrinks.BusinessWeek, March 2, 2009 |
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Service Mgt. |
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| Blood-Thinner Contaminant Traced to Chinese Plant |
Heparin contamination, resulting in allergic reactions and deaths in the U.S., traced back to its origins. Business Week, March 14, 2008. |
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Supply Chain & Logistics |
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| The Quality Drag on China's Car Industry |
Quality issues impact China's growing automotive industry. Business Week, June 29, 2007. |
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Quality Mgt. |
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| Creating the Four Seasons Difference |
Creative changes result in service excellence for Four Seasons hotels. Business Week, January 23, 2008. |
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Service Mgt. |
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| U.S. Steelmakers' Surprising Strength |
U.S. Steel producers thrive as imports drop. Business Week, March 24, 2008 |
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Capacity Mgt. |
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| Drug Mix-Ups Harm Hospitalized Kids |
Statistics on overdoses and medication errors on increase, pointing to healthcare service issues. Business Week, April 7, 2008. |
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Service Mgt. |
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| 3M: Struggle Between Efficiency and Creativity |
Trying to balance the structure of six sigma and the need for creativity. Business Week, September 14, 2007. |
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Quality Mgt. |
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| Chinese Logistics: It's Upgrade Time |
Weakness in China?s infrastructure affect logistics as volumes increase in response to demand. Business Week, February 1, 2007 |
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Supply Chain & Logistics |
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| Outsourcing in China Today |
Risks and benefits of outsourcing to China's mainland today. Business Week, October 15, 2007. |
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Supply Chain & Logistics |
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| When Storms and Floods Menace Business |
Coping with natural disasters by buidling capabilities into the supply chain. Business Week April 17, 2008. |
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Supply Chain & Logistics |
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| Boeing's McNerney: 'Digging Out of a Hole' |
Boeings CEO discusses supply chain changes to facilitate production of the 787 Dreamliner. Business Week, April 23, 2008. |
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Supply Chain & Logistics |
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| The Future of Outsourcing |
BusinessWeek, January 30, 2006. Trends in business as globalization continues. |
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Quality Mgt. |
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Global Operations |
| BMW?s Dream Factory |
BusinessWeek, October 16, 2006. BMW's factory of the future. |
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Manufacturing |
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| Harley Just Keeps on Cruisin? |
BusinessWeek, November 6, 2006. Harley Davidson continued success. |
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Manufacturing |
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| Manufacturing: What?s Piled Up must come down |
BusinessWeek, November 20, 2006 Inventory is building up for manufacturers. |
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Inventory Mgt. |
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| Six Sigma Still Pays off at Motorola |
BusinessWeek, December 4, 2006. Six Sigma efforts still have an impact at Motorola. |
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Quality Mgt. |
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| Even Toyota isn?t Perfect |
BusinessWeek, January 22, 2007. Quality problems begin to affect Toyota. |
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Quality Mgt. |
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| A Dynamo Called Danaher |
BusinessWeek February 19, 2007
Overview of Danaher, a company that has had huge financial success through the implementation of lean principles. |
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Productivity |
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| Customer Service Champs |
BusinessWeek, March 5, 2007. BW rankings of the best providers of customer service. |
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Service Mgt. |
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| Is JetBlue the next People Express? |
BusinessWeek, March 12, 2007. A view of JetBlue that points toward possible failure. |
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Quality Mgt. |
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| Protect this house |
Fast Company, August 2005, A history of the innovation and customer orientation behind Under Armor |
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Quality Mgt. |
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| Living in Dell Time |
An excellent description of Dell's obsession with responsiveness and agility. Fast Company, November 2004. |
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Inventory Mgt. |
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| The Next Stage of Supply Chain Excellence |
Trends as businesses move forward in SCM implementation. Supply Chain Management Review, March 1, 2005 |
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Supply Chain & Logistics |
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| Thinking outside the box (and pallet) on RFID applications |
More applications for RFID technology. Supply Chain Brain, September 2005. |
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Advanced Technology |
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| How Lowes Grows |
Lowes' approach to growth and productivity.
CIO Magazine, December 1, 2005 |
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Service Mgt. |
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| TaylorMade Drives Supply-Chain Efficiency With 24-Hour Club |
How TaylorMade golf clubs can acheive a 24-hour turn-around on custom clubs. Supply Chain Brain, October, 2002. |
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Supply Chain & Logistics |
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| How Philips Reduced Returns |
Philips Consumer Electronics uses preventive action to cut its returns by more than $100 million per year, stopping returns before they enter the reverse supply chain. Supply Chain Management Review, November/December 2003. |
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Supply Chain & Logistics |
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| A Practical look at RFID |
A realistic look at the emerging technology. Leveraging RFID for competitive advantage.
Supply Chain Management Review, January/February 2004 |
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Advanced Technology |
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| The Grocery Chain That Shouldn't Be |
How Trader Joe?s succeeds with a truly different strategy. Fast Company, February 2004, Page 31. |
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Service Mgt. |
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| Supply Management: Six Elements of Superior Design |
Six elements of supply chain design that can lead to better performance. Supply Chain Management Review, April 2004. |
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Supply Chain & Logistics |
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| Banks Fight Customer Flight |
Banks shift from a focus on cost cutting to customer service using new technologies. CIO Magazine Apr. 1, 2004. |
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Service Mgt. |
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| Operations and the Competitive Edge |
An Interview with Robert Hayes on operations and strategy. HBS Working Knowledge, April 12, 2004. |
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Productivity |
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| How REI Scaled E-Commerce Mountain |
How REI?s website complements its brick and mortar stores. CIO Magazine, May 15, 2004. |
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Advanced Technology |
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| Four Ways to Innovate in Operations |
Michael Hammer discusses innovation in operations. HBS Working Knowledge, May 10, 2004. |
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Productivity |
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| Calling JetBlue |
Discount airline JetBlue?s approach to obtaining high levels of customer service. Fast Company, May 2004, Web Exclusive. |
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Quality Mgt. |
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| Rebounds?How and Why Nike Recovered from its Supply Chain Disaster |
Nike's recovery from problems with demand management. CIO Magazine, June 15 |
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Supply Chain & Logistics |
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| RFID Adoption Survey: Current and Future Plans |
Results of a survey on businesses? expected adoption of RFID technology. CIO,
Jun 30, 2004. |
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Advanced Technology |
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| When Couches Fly |
Rowe?s Furniture, a make-to-order producer of couches, chairs, and ottomans strives to keep its production in the U.S. by improving quality and response time. Fast Company
July 2004, Page 80 |
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Quality Mgt. |
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| Kodak Brasileira: Hiring of Third-Party Proves Key to Handling Volume Surges |
A Case example of how a third party logistics (3PL) enhances performance for Kodak. Supply Chain Brain, July 2002. |
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Supply Chain & Logistics |
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| TaylorMade Drives Supply-Chain Efficiency With 24-Hour Club. |
How TaylorMade golf clubs can acheive a 24-hour turn-around on custom clubs. Supply Chain Brain, October, 2002. |
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Supply Chain & Logistics |
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| European Grocery Supplier Shows How CPFR Really Works |
A case study in collaborative planning, forecasting, and replenishment. Supply Chain Brain, December, 2002. |
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Supply Chain & Logistics |
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| More Accurate Forecasts Give Sales, Operations Planning New Life at Sara Lee Unit |
An overview of changes in Sara Lee's operations planning approach. Supply Chain Brain,March, 2003 |
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Capacity Mgt. |
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| GETTING OFF THEIR McBUTTS |
An overview of the rationale and plan for the overhaul of McDonals--from a make-to-stock to a new philosophy capable of mass customization. Business Week, 2/22/99 |
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Service Mgt. |
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| FALL OF A KEIRETSU |
A summary of the apparent demise of the Mitsubishi Keiretsu. (A Keiretsu is a network of related companies common in JIT.)Business Week, 3/15/99 |
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Supply Chain & Logistics |
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| THE BUYER ALWAYS WINS |
An overview of the impact e-commerce is having on retailing and the ability for buyers to get what they want. Business Week, 3/22/99 |
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Service Mgt. |
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| FROM REENGINEERING TO E-ENGINEERING |
How the operations function is being changed by increasing dependence on the internet and its capabilities. Business Week, 3/22/ 99 |
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Inventory Mgt. |
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| ONLINE AUCTIONS: GOING, GOING, GONE |
An interesting examination of how on-line auctions are changing customer expectations for input on price and how this may also impact regular retail sales. Business Week, 4/12/99 |
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Service Mgt. |
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| FINANCE ON THE NET |
A discussion of issues as banks move various financial, services to the internet.Business Week, 5/10/99 |
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Service Mgt. |
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| LOOK WHO'S THINKING SMALL |
A trend among large retailers (Home Depot, Office Max) is to downsize to a small-store format and move into the neighborhoods. Business Week, 5/17/99 |
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Service Mgt. |
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| SPEED UP THAT LINE |
Manufacturers begin to turn around after lagging the phenomenal gains in the service sector. Business Week, 5/17/99 |
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Manufacturing |
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| NOW, TEMP WORKERS ARE A FULL-TIME HEADACHE |
A discussion of changes in the rights of temporary employees that will likely reduce their attractiveness as cheap capacity. Business Week, 5/31/99 |
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Capacity Mgt. |
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| eBAY VS. AMAZON.COM |
An overview of the impending competition between these two internet giants. Amazon moves toward auctions and eBay moves toward fixed prices. Business Week, 5/31/99 |
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Service Mgt. |
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| EXPLOITING UNCERTAINTY |
An overview of real-options analysis, a new approach to decision-making under uncertainty. Business Week, 6/7/99 |
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Supply Chain & Logistics |
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| CLOSED, GONE TO THE NET |
A pros and cons discussion of the trend to literally eliminate the physical facilities of many service and move entirely to the net. Business Week, 6/7/99 |
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Service Mgt. |
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| FOR CARNIVAL, FEW ICEBERGS ON THE HORIZON |
A discussion of Carnival's success, focussing on their attention to productivity and efficiency. Business Week, 6/14/99 |
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Service Mgt. |
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| A LEG UP FOR THE LOWLY TEMP |
Advocacy services are on the rise for often- abused temporary employees, seeking to strengthen their rights. 6/21/99 |
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Capacity Mgt. |
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| SUDDENLY SOFTWARE ISN'T A PRODUCT, IT'S A SERVICE |
A discussion of application service providers which are transforming software from being a major headache to being
an easy-to-use
service. 6/21/99 |
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Service Mgt. |
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| JOB SHOPS TAKE CENTER STAGE |
An interesting article about success for suppliers in the computer industry. Discussion includes productivity. Business Week, 6/21/99 |
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Supply Chain & Logistics |
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| WATCH OUT EUROPE: HERE COMES WAL-MART |
Wal-mart shifts emphasis to bulding its presence in Europe. Discussion includes cultural issues.Business Week, 6/28/99 |
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Service Mgt. |
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| TEMP INSANITY |
Temps, highly popular especially with small businesses, are creating potential problems as new legal rulings create confusion between temporary and permanent workers.Business Week, |
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Capacity Mgt. |
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| BIG AIRLINES SHOULD FOLLOW MIDWEST'S RECIPE |
Midwest Express Airlines provides a model of customer service. 6/28/99 |
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Quality Mgt. |
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| HONDA: CAN THE COMPANY GO IT ALONE? |
An excellent overview of how Honda will fit in a changed auto market. Includes discussions of productivity and manufacturing advances. Business Week, 7/5/99 |
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Quality Mgt. |
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| AMAZON.COM THROWS OPEN THE DOORS |
Amazon opens up to selling almost anything, not just books, and hopes to be the"mall of the web". Business Week, 10/11/99 |
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Service Mgt. |
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| MINE YOUR OWN BUSINESS |
New technologies are opening up data mining capabilities to small businesses.Business Week,
10/11/99 |
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Quality Mgt. |
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| WHO'S AFRAID OF ONLINE BANKING? |
An overview of current banking trends, from merely having a web presence to only having a web presence, and consumer reaction. Business Week, 9/27/99 |
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Service Mgt. |
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| ONLINE FINANCIAL SUPERMARKETS? DON'T BET ON 'EM |
Interesting overview of increase in consumer power on internet and how "supermarket" sites will still get beat out by lower prices. Business Week, 11/1/99 |
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Service Mgt. |
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| WHAT'S WITH ALL THE WAREHOUSES |
E-tailers are struggling to solve customer service issues by investing billions in warehouses and distribution systems.Business Week, 11/1/99 |
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Service Mgt. |
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| CAN WENDY'S SIZZLE AGAIN? |
Wendy’s uses a different approach to attract customers. It's building on its reputation on a more diverse menu to attract grownups and teens willing to spend more, and it’s cutting drive-through times by 25%.Business Week, 11/1/99 |
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Quality Mgt. |
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| JUST-IN-TIME MANUFACTURING IS WORKING OVERTIME |
Manufacturers that became "too lean" suffer from a lack of capacity as demant increases beyond expectations. The results include breakdowns and high turnover. Business Week, 11/8/99 |
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Inventory Mgt. |
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| ONLINE SHOPPING: BARGAINING POWER |
Online shopping aids, designed to find the best price, don’t always meet expectations. Business Week, 12/13/99 |
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Quality Mgt. |
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| AMERICA'S JOBS ARE CHANGING |
The economy has caused some radical changes in job requirements and definitions, the underlying structure of the labor market is evolving at a far less dramatic pace. That seems to be one implication of the Labor Dept.'s latest projections, which look ahead to the final years of the next decade. Business Week, 1/24/00 |
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Service Mgt. |
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| SPECIAL REPORT HOW MARRIOTT NEVER FORGETS A GUEST |
Marriott, America's No. 1 hotel chain, is the industry leader in using technology to pamper customers. The company is investing $10 million for the initial pieces of a customer information system. .Business Week, 3/21/2000 |
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Quality Mgt. |
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| UP AGAINST THE WAL-MART |
As nonunion discounter Wal-Mart Stores Inc. moves into the food business with giant supercenters and grocery-like Neighborhood Markets, it can expect a battle with labor unions. Business Week, 3/13/2000 |
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Service Mgt. |
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| CAN LEVI'S BE COOL AGAIN? |
After three years of tumbling sales, layoffs, plant closings, and a failed effort to woo kids online, Levi's is gearing up to attract younger customers. Business Week, 3/13/2000 |
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Quality Mgt. |
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| CUSTOMIZING FOR THE MASSES |
Customizing cosmetics, publishing , clothing, shoes,
dolls, and coffee are just a few examples of this trend. Business Week, 3/20/2000 |
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Quality Mgt. |
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| ONLINE AUCTIONS: GOING, GOING, GONE . . . SUCKER! |
Online auctions sruggle with "newbies" who bid too high, a phenomenon known as "winners curse". Differences in level of information available to bidders result in different perceptions of value. Business Week, 3/20/2000 |
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Quality Mgt. |
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| WOOING THE WORKER |
Low unemployment rates are causing labor shortages. for many businesses, particularly small businesses. 5/22/2000 |
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Quality Mgt. |
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| SIEMENS CLIMBS BACK (Int'l Edition) |
German telephone manufacturer comes back from slow response and poor producti vity. Siemens C35i mobile phones come off an assembly line every seven seconds. Each phone requires five minutes to produce. It retails for $230--half the price of the comparable Nokia 7110 while offering lighter weight and longer battery life. Business Week, 6/5/2000 |
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Inventory Mgt. |
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| WINNERS 2000 |
The Industrial Design Excellence Awards (IDEA) for 2000 highlight corporations' turning to designers to create concept products that show what can work in the marketplace. Product designs focus on the users and matching consumer needs with appropriate technologies. Business Week, 6/12/ 2000 |
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Quality Mgt. |
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| Burning Rubber at Reebok, Business Week |
Reebok looks at a variety of improvement areas to increase productivity.Business Week, 5/12/00 |
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Manufacturing |
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| And now the just-in-time-employee |
A discussion of the use of "free agent" employees.Business Week, 8/28/00 |
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Capacity Mgt. |
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| Manufacturing Masters its ABC's |
An overview of manufacturing trends toward activity-based costing. Business Week, 9/7/2000 |
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Manufacturing |
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| A Kmart Special: Better Service |
A summary of Kmart's efforts to improve customer service.Business Week,
9/4/00 |
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Quality Mgt. |
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| A Hotel that Clicks with Guests |
Marriott's Internet-linked reservations system and how it benefits customers. Business Week, 9/18/00 |
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Quality Mgt. |
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| Speaking the Customer's Language-Literally |
A discussion of the increasing need to hire employees that speak different languages in order to serve the global marketplace. Business Week, 9/25/2000 |
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Quality Mgt. |
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| Why Service Stinks |
How increased knowledge of customers improves the service the "high rollers" get, bet reduces the quality of service for others. Business Week, 10/18/00 |
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Quality Mgt. |
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| Cities: Investing in Culture Is Simply Good Business |
For businesses, the financial impact of the arts and the patrons drawn to them is large. Business Week, March 5, 2001 |
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Location |
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| How to Reach John Q. Public |
After the shakeout, several models of Internet business appear to still work. Business Week, March 26, 2001 |
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Advanced Technology |
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| Kmart's Bright Idea |
Kmart revamps store layouts and customer interactions to battle WalMart. April 9, 2001 |
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Service Mgt. |
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| Japanese Auto Makers: Machete Time |
Nissan and Toyota square off in cost cutting battle. Part standardization is major thrust. Business Week, April 9, 2001 |
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Inventory Mgt. |
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| Maybe It's Not So Hard Being Eco-Friendly |
Green manufacutring saves money as well as the environment. April 16, Business Week, 2001 |
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Quality Mgt. |
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| Manufacturing: Once Is Not Enough |
Re-manufacturing grows as regulations shift away from disposable products. Business Week, April 16, 2001 |
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Manufacturing |
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| Flexibility Is No Key to Stability |
Questions arise as to the true benefit of giving employees more flexibility on the job. Business Week, March 5, 2001 |
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Productivity |
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| Boeing Goes Lean |
Boeing incorporates new technologies to reduce cost and ratchet up the competition against Airbus. 6/4/01 |
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Manufacturing |
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| The Doctor Will Really See You Now |
In some markets, physicians are leaving HMOs and starting premium pay and premium service practices. Business Week, 7/9/01 |
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Service Mgt. |
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| Is the Magic Starting to Fade for Manufacturing in |
Other countries become more popular for electronics manufacturers. Business Week, August 6, 2001 |
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Location |
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| Motorola: Can Chris Galvin save his family's legacy? |
Chris Galvin takes heat as Motorola slumps on costs and productivity measures. Business Week, July 16, 2001 |
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Manufacturing |
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| Ford: Why It's Worse Than You Think |
Ford faces quality and productivity problems that keep growing. Business Week, June 25, 2001 |
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Quality Mgt. |
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| KPMG's Brave Leap into the Cold |
Performance and productivity measures become much more tied to financial performance as KPMG goes public. Business Week, May 21, 2001 |
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Productivity |
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| What's Next--the Bank of Burger King? |
Almost any business with a captive customer base is trying to move into banking. Business Week, June 18, 2001 |
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Service Mgt. |
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| Why Detroit Is Going to Pieces |
Modular outsourcing, using suppliers to provide major components and systems, is becoming popular in the US auto industry. Business Week, September 3, 2001 |
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Supply Chain & Logistics |
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| A Supply Chain Wiz Comes Back Wiser |
Business Week, June 3, 2002 |
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Supply Chain & Logistics |
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| Lowe’s is Sprucing Up its House |
Business Week, June 3, 2002 |
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Service Mgt. |
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| For Small Banks, It's a Wonderful Life |
Business Week, May 6, 2002 |
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Quality Mgt. |
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| UPS Is Constructively Dissatisfied |
Business Week, May 23, 2002 |
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Supply Chain & Logistics |
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| FedEx Keeps Delivering |
Business Week, April 26, 2002 |
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Supply Chain & Logistics |
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| Customer Service: Commerce Bank, |
How a bank in New Jersey has modeled itself after the superstars or retailing to provide a very unconventional level of service for its customers. Fast Company, May 2002 |
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Quality Mgt. |
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| New Rules: Why Values Beat Value, |
Fast Company, June 2001, An interview with Ryan Mathews, coauthor of the book "The Myth of Excellence, about what customers value. |
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Quality Mgt. |
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| Think Lean |
The concept of lean thinking is evaluated. Fast Company, February, 2002 |
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Manufacturing |
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| ROI: Using Technology to Buy Time |
Describes how short delays in the development of new products in the semiconductor industry translate into millions of dollars in lost profit. iSource, December 2001) |
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Productivity |
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| Nestle's ERP Odyssey |
Provides a summary of how Nestle dealt with their long-term SAP implementation project.
CIO, May 15, 2002 |
ERP |
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| If the Shoe Fits |
Describes how Nordstrom.com is able to offer 30 million pairs of shoes on line, without drowning in inventory. iSource, February, 2002) |
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Inventory Mgt. |
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