Key performance indicators (KPIs) are the compass that guides businesses toward their goals. They can help you make data-driven decisions, but they can also point you toward your true north: customer ...

Field service operations management refers to the processes and tools that an organization leverages to make continuous improvements and provide value, both to stakeholders (e.g. employees, customers, ...

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 ...

With campus roaring back to life amid back-to-back Commencements, Reunions, and special events, HBS IT and Operations have been partnering closely behind the scenes to ensure these activities go off ...

Frei, Frances X., and Dennis Campbell. "Managing Service Operations: The Managerial Research Design Process." Harvard Business School Teaching Note 608-155, April 2008.

Operations management is a multi-disciplinary field that focuses on managing all aspects of an organization’s operations. The typical company carries out various functions as a part of its operation.

Operations is a core functional area of an organization, along with marketing, human resources and accounting. Operations management plays a crucial role in enhancing the quality of products and ...

Field service leaders automate and streamline processes in myriad ways. There’s no right answer to the question of how to digitally transform a field service organization. That said, a good litmus ...

Naren Agrawal is the Benjamin and Mae Swig Professor of Information Systems and Analytics at the Leavey School of Business, where he has been a member of the faculty since 1992. His academic work ...