Harvard Business Review

OCTOBER 23, 2012

In a few minutes, the secretary called back and arranged an appointment for the next day. What excited Sam was McGregor's clear and compelling articulation of the personnel (today, we say "human resources") policies in which he instinctively believed. At the same time, technology has the potential to take us back to Theory X.

McGregor 8

McGregor Human Resources Retail Taylorism 8

Harvard Business Review

AUGUST 5, 2014

Point solutions, such as focusing on the call center, the store, or the website, no longer cut it in a multichannel environment, not when delivering excellent customer journeys can increase revenues up to 15 percent and cut costs by up to 20 percent. But the CMO has a unique and critical role to play to deliver the change.

P&L 10

P&L Banking Marketing Call Center 10

Harvard Business Review

MARCH 23, 2012

Are employees fully engaged and motivated? Once the shining example of call-center customer service, they dropped to nearly last in the industry in customer satisfaction in 2007. What type of work needs to be done and how can we become more productive and competitive in accomplishing it? How can we detect the need for change?

Metrics 13

Metrics Parcell Call Center Productivity 13

Harvard Business Review

MAY 28, 2014

Shiny new HR practices should motivate savvy conversations , not just imitation. It’s an old-school idea common to technology companies as far back as the 1980’s, akin to “we know more about the engineers that work for our competitors than they do.”. Hiring Human resources Leadership' The correct answer is “it depends.”

Supply Chain 8

Supply Chain Policies Sample Human Resources 8