Category Archives: Sector: Financial Services

Lean six sigma applied to service operations

In our book (page 18) we argue that manufacturing and service operations are not so different, except for the the concept of “simultaneity/inseparability” i.e. direct delivery of the offer to the consumer.  Even so there is a danger that some … Continue reading

Posted in Chap 09 Quality, Chap 15 Lean and agile, Sector: Entertainment & Sport, Sector: Financial Services, Sector: Hospitality & Tourism, Sector: Public Services & Charities, Sector: Retail | Tagged , , , , | Leave a comment

The digital transformation of how customers pay for things

Recent blogs have talked a lot about the digital transformation of production processes.  This blog focuses on customers and how they pay for goods and services.  Business Insider has a whole series of articles on this topic and I am … Continue reading

Posted in Chap 01 Introduction, Sector: Entertainment & Sport, Sector: Financial Services, Sector: Hospitality & Tourism, Sector: I.T. & ecommerce, Sector: Retail | Tagged , | Leave a comment

Do you have a chatbot strategy?

A what?  Just in case you did not know a chatbot is “a digital service that can hold natural sounding conversations with human beings with the aim of accomplishing particular tasks, such as answering questions or enabling product purchases”.  This … Continue reading

Posted in Chap 08 Queuing and customers, Sector: Financial Services, Sector: Hospitality & Tourism, Sector: I.T. & ecommerce, Sector: Retail | Tagged , , | Leave a comment

Operations Insight: Big Data – making digital transformations

This Insight is different to most.  Instead of focusing one one operation, it focuses on the topic of ‘big data’ and identifies a few examples of how this technology is being adopted across a range of industry sectors. Google – … Continue reading

Posted in Chap 01 Introduction, Sector: Entertainment & Sport, Sector: Financial Services, Sector: Hospitality & Tourism, Sector: I.T. & ecommerce, Sector: Manufacturing, Sector: Public Services & Charities, Sector: Retail | Tagged | Leave a comment

Quality gaps in the digital customer experience

Last week, Capgemini launched their report – ‘The Disconnected Customer: what digital customer experience leaders teach us about reconnecting with customers‘ (PDF available here).  This is based on research with 600 executives and 3,000 consumers.   It seems that this … Continue reading

Posted in Chap 09 Quality, Sector: Financial Services, Sector: Manufacturing, Sector: Public Services & Charities, Sector: Retail | Tagged , | Leave a comment

When does a defective product become more valuable than the standard product?

There are some products that are more valuable when they do not conform to the standard expected.  This applies to postage stamps, and also units of currency.  I was reminded of this when this story  broke in the news.  It … Continue reading

Posted in Chap 09 Quality, Sector: Financial Services, Sector: Manufacturing | Tagged , | Leave a comment

No one offshores their operations any more, do they?

We define offshoring as moving operations from a high cost economy, often the ‘home’ country of the firm, to a low cost economy (page 444).  And this whole issue has had a much higher profile with the election of Donald … Continue reading

Posted in Chap 04 Location and design, Chap 17 Internationalisation and CSR, Sector: Financial Services, Sector: I.T. & ecommerce, Sector: Manufacturing | Tagged , , , , | Leave a comment

Operations Insight: Corporate citizenship at MMC

Marsh & McLennan is a global professional services company employing 60,000 people.  It was created by merging four companies each specialising in different aspects of consulting, insurance and risk management.   Of particular interest here is its approach to corporate … Continue reading

Posted in Chap 05 Supply chain, Chap 17 Internationalisation and CSR, Sector: Financial Services | Tagged , , | Leave a comment

‘Ways to win in emerging markets’

This article from http://www.strategy-business.com discusses ‘new’ ways to secure business in emerging market, most notably India, China and Brazil.  I’m not sure how ‘new’ they really are, but Wijeratne et al (2017) make some good points.  First, companies have become … Continue reading

Posted in Chap 17 Internationalisation and CSR, Sector: Energy & Utilities, Sector: Financial Services, Sector: Manufacturing | Tagged , , | Leave a comment

ATMs in North Korea!

North Korea has been in the headlines recently, but mainly with regard to IBMs rather than ATMs.  But this story is all about how newly installed ATMs at Pyongyang Airport do not appear to be functioning.   Now I’m not … Continue reading

Posted in Chap 10 Processes and technology, Sector: Financial Services, Sector: Hospitality & Tourism | Tagged , , | Leave a comment