Customer experience – The impact beyond service provider

This Blog post was written by Majd AbedRabbo. Let me begin by asking you a simple question: would you rather have bought a lower quality shirt from a lovely salesperson or a higher quality shirt from a rude one? Most of you would have probably chosen the former due to the positive experience you had.Read more

Women’s income generation through mobile internet

This Blog post was written by Dr Silvia Masiero. The link between the diffusion of information and communication technologies (ICTs) and women’s empowerment, with particular reference to developing country contexts, is being leveraged in the formulation of global development policies. The World Development Report 2016 states that ICTs allow women to participate more easily inRead more

Rosamund Chester Buxton: Exploring the concept of an operating model

The concept of an operating model has come to the fore in operations management research in the last five years. Much of the available material about operating model is published by consultancies and there has been little academic focus on the definition of an operating model. In the recently published paper, Operating Model: An ExplorationRead more

Silvia Masiero: What digital technologies mean for India’s largest anti-poverty programme

According to the UN’s New Sustainable Development Agenda, state-level anti-poverty programmes are a core building block of global strategies for poverty alleviation. The notion of anti-poverty programmes encompasses all the schemes protecting the poor and vulnerable from food insecurity, lack of sustainable livelihoods, and all the problems that income poverty entails. These programmes take differentRead more

Silvia Masiero: Big data for anti-poverty programmes

The idea of datafication, intended as rendering many non-quantified processes into data, has become ubiquitous in business intelligence. Mayer-Schonberger and Cukier (2013) refer to big data as “a revolution that will transform how we live, work and think”, since data have transitioned from the role of optional asset to that of programmatic lens to seeRead more

Nicola Bateman: New operating model skills framework for service organisations

SOMS  – Service Operating Model Skills is an industrial framework to specify the skills required for people designing, implementing and maintaining operating models.  It has been developed by the Centre for Service Management at the School of Business and Economics at Loughborough University in response to requests from coaches and facilitators in this sector suchRead more

Seeing is improving?

Since July 2014, Dr Nicola Bateman (Senior Lecturer) and I have been involved with the Consultancy OEE on a short visual management research project. The outputs of this project were used by OEE to refine their visual management offering to clients. The research project looked at ways of streamlining the consulting operation and implementation process ofRead more