Some good summer reading...
Need some reading material for the cottage this summer, checkout the following reading list.
The good, the bad and the ugly....dispatches from the new world of management as perceived from my daily travels.
Some good summer reading...
Analysts urge BCE to focus on the basics...
What can 1 Red Paperclip buy?
Does Apple really need Geniuses to service iPods?
As I am a long time PC user, I haven't had the pleasure of using Apple's Genius Bar to get my computer problems solved... ...that is until my iPod recently broke.
All though the two times that I have gone into my local Apple Store to use their Genius Bar have been fairly pleasant from a customer experience perspective. The problem with the service is, Apple really doesn't service iPods. They’ll replace the iPod if it is under warranty, but it's not under warranty your pretty much out of luck.
So my question is, why are they offering a service at the "Genius Bar", if all the Geniuses can do is look blankly at the iPod and say, "it probably cheaper to buy a new one".
Things Apple should know… …“Customer Experience” is more than being friendly with customers, it should also include a fulfillment process... ...including post acquisition processes.
AOL's Next Move...
An Intersting GE Microsite...
I am always amazed at how companies incorporate restructuring or operational effectiveness (i.e. layoffs) as part of their strategy. It is my belief that a strategy's purpose is to ensure that the company has a unique and valuable "position", involving a different set of activities. The success of a strategy depends on doing things well and integration among them. The goal of a business strategy document is to develop a business plan that is not easily copied by the competition.
How to Marry Strategy and Operational Effectiveness:
"...Strategy is creating fit among a company's activities. The success of a strategy depends on doing many things well -- not just a few -- and integrating among them. If there is no fit among activities, there is no distinctive strategy and little sustainability. Management reverts to the simpler task of overseeing independent functions, and operational effectiveness determines a company's relative performance.
Improving operational effectiveness is a necessary part of management, but it is not strategy. In confusing the two, managers have unintentionally backed into a way of thinking about competition that is driving many industries toward competitive convergence, which is in no one's best interest and is not inevitable..."
If this is true (which I believe it is), why do companies like Nortel always seem to include operational effectiveness as part of their strategy? Are they esentially saying that they do not have a competitive advantage?