Category Archives: Sector: Financial Services

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

£36 billion – the cost of poor service

Ombudsman Services has just issue a press release that highlights the findings of their fourth annual Consumer Action Report.  It has calculated that the total cost to UK operators of poor service is £36 billion.  The main points are: More … Continue reading

Posted in Chap 09 Quality, Sector: Energy & Utilities, Sector: Financial Services, Sector: Hospitality & Tourism, Sector: Retail | Leave a comment

Co-creation? Well it all depends…

In our book, we have a section on ‘prosumption’ (pages 212-214).  This we define as “a model of consumer purchase and usage of a product or service that involves the consumer in its production or delivery”.   Often this is … Continue reading

Posted in Chap 08 Queuing and customers, Sector: Financial Services, Sector: Hospitality & Tourism, Sector: Public Services & Charities, Sector: Retail | Tagged | Leave a comment

Turning sentiments into data or emoticons gone mad?

You may or may not be a fan of Dave Gorman’s Modern Life is Goodish.  But I’m a fan, especially since many of the things he talks about are related to operations management – seen very much from his somewhat … Continue reading

Posted in Chap 08 Queuing and customers, Sector: Financial Services | Tagged | Leave a comment

The new principles of brand leadership

Deloitte have studied 150 global brands across 28 countries to see how they are competing in today’s world.  At this site, you can download an executive summary of this report, or the full report. They identify operators having adopted one … Continue reading

Posted in Chap 02 Winning Customers, Chap 04 Location and design, Chap 14 Operations strategy, Sector: Entertainment & Sport, Sector: Financial Services, Sector: Hospitality & Tourism, Sector: Manufacturing, Sector: Retail | Tagged , , | Leave a comment