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 ...

Field operations can make or break a service company. You can have a strong office team, good customer relationships, and skilled technicians, but if the work in the field is disorganized, customers ...

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 ...

AT&T Business Service (ABS) Field Operations is a leading provider of IP-based solutions servicing premises-based IP infrastructure, installing and maintaining equipment from top vendors. The division ...

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

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 ...

This article delves into different strategies that field service organizations can adopt to enhance their operations and achieve their objectives. It highlights the significance of equipping ...

Key guideposts to assist in designing a frictionless, intuitive experience for customers no matter when, or how, or why they interact with your organization. Digital customer experience (CX) ...

Understanding customer behavior and anticipating what questions they could ask about your product or service, and then creating online FAQs for those questions is a great example of proactive service.

Faculty in the Operations Department examine how firms design and manage their activities and resources to achieve their strategic goals. Through both theoretical and empirical research, the faculty ...