Make Customers Happier with Operational Transparency
Ryan Buell, associate professor at Harvard Business School, says the never-ending quest for operational efficiency is having unintended consequences. When customers don’t see the work that’s being done in back offices, offshore factories, and algorithms, they’re less satisfied with their purchases. Buell believes organizations should deliberately design windows into and out of operations. He says increasing operational transparency helps customers and employees alike appreciate the value being created. Buell is the author of the HBR article "Operational Transparency."
2019-03-05
26 min
Available Results
Generated results are saved to the knowledge database for reuse and search.
No generated results are available for this episode yet.
Extract Knowledge
Pick what you want extracted first. Model, scope, and chapter options appear after a template is selected.
Generated results for public episodes are saved to the knowledge database so they can be reused and searched later.
Transcript
No transcript is available for this episode yet.
Sign in to generate a transcript for review.
Sign in
Chapters
No chapters available.