Operations

Customers want employee interaction, convenience, and fast transactions in their self-service technology.

Leading companies are using an array of detection and response techniques to become more resilient.

A project's "unknown unknowns" can be reduced through both product design approaches and behavioral approaches.

Successful project managers often combine elements of traditional and agile approaches to project management.

Companies need to cultivate resilience to unexpected disruptions to complex supply chains.

By planning for disruption from natural disasters, Cisco Systems improved its supply chain resilience.

The way health care is billed in the U.S. system is part of the reason costs are so high. WellPoint, one of the largest providers of health care benefits and insurance in the U.S., is using analytics to change its provider payment system. The goal: promote a health care system based on value, not the volume of services. This Data & Analytics Case Study takes an in-depth look at how WellPoint went from idea to implementation, working with physicians and IT staff to build its Enhanced Personal Health Care program.

Overinvesting in supply chain protection may be more profitable than not investing enough.

As a business diversifies, it may need more than one supply chain. Here's how Dell did it.

New research offers insights into the leadership & #8212; and politics & #8212; that typify project-based firms.