Does “waiting in line” need translation, or do all cultures view a wait as undesirable? It turns out there’s cultural nuance to queueing, according to Darden Professor Elliott N. Weiss and colleagues Graham Gillam, Kyle Simmons and Donald Stevenson.
Waiting in line is no one’s favorite thing, but the circumstances in which they people themselves queued up play a huge role in how they experience the delay, according to Professor Elliott N. Weiss. To raise customer satisfaction, retailers can keep in mind three important E’s: Eliminate the wait, manage Expectations and Enhance the experience.
Design Thinking, Agile and Lean are ways of innovating that focus on building products and services that create customer value and take the risk out of development and delivery processes. But each method has a specific focus and combination of tools, as well as suitability for different projects.
Building a successful organization requires more than hiring smart people with the right skills. It also requires a mutual sense of purpose — a strong company culture. Even before COVID-19, that was no small task. Darden experts weigh in on frameworks for improving the quality of culture, as well as building the kind that benefits all involved.
Hoshin Kanri is effective strategy deployment without a bureaucratic air but with a commitment to continuous improvement. Elliott Weiss and Austin English describe the simple construct that increases engagement at all levels, detailing general concepts, basic steps, and keys to successful implementation and iteration.
Process-improvement activities may take many forms. One widespread technique is A3 thinking, a structured and easy to understand method for problem-solving, proposal writing and status reporting. Here, an example of integrating the six-step process into one’s personal life: Losing weight and maintaining the results.
As COVID-19 continues to spread, hospitals in the hardest-hit areas operate at near capacity. Professor Elliott N. Weiss believes that understanding capacity management and other fundamental concepts in operations can help us make sense of the current crisis and invites us to examine it through the lens of operations.
To keep baseball a game worth playing, yet promote the self-determination of its players, MLB adopts policies intended to balance the competing American institutions of baseball and independence.
Despite its origins in manufacturing, lean thinking has shown the potential to transform other process-oriented industries, including healthcare. According to Darden Professor Elliott N. Weiss, when it comes to process improvement and eliminating waste, lean is as effective in the hospital as it is on the factory floor.