個案總覽

Continuous improvement is about shifting the focus from capital equipment to operational culture. After World War II, manufacturing responded to the need to ramp up production by buying equipment as quickly and with as much capacity as possible. Given that manufacturing is a system, mass ad hoc capital purchases created inefficiencies. Toyota was the first company to push back on the capital equipment approach and showed through lean manufacturing that there are better approaches to scaling than just buying capital equipment. This was the first appearance of continuous improvement, but similar non-capital approaches such as Six Sigma found ways to improve productivity, flexibility, and quality through focusing on coordination rather than equipment. Lean management has been credited with taking Toyota from obscurity to the top of the automotive industry in the last half of the 20th century. Competitors such as GM, Ford, and Chrysler were happy to copy specific tools in assuming they could replicate the Toyota success, but they were disappointed with their results. It is imperative for companies to understand their operations before beginning any good continuous improvement regime. There are two modes of failure for continuous improvement initiatives and the first is the mode where operations management staff’s knowledge is weak. The second failure mode in implementing continuous improvement is using the wrong metric in project selection.

Disagreements about identity, diversity, and justice are some of the thorniest conversations taking place in today’s workplaces. Kenji Yoshino and David Glasgow, cofounders of the Meltzer Center for Diversity, Inclusion, and Belonging at NYU School of Law and coauthors of the book Say the Right Thing, offer leaders four strategies for interactions that can foster empathy and respect and help rein in anger and defensiveness.

Given the turmoil in the cryptocurrency sector, some say the blockchain revolution is over. Others think market setbacks and implementation challenges will eventually be overcome, potentially enabling the mass adoption of a decentralized “Web3” that will revolutionize how people work, play, and earn a living. So, what should executives think? In this Ivey Business Journal interview, Alex Tapscott discusses what has happened since the publishing of Blockchain Revolution, along with his new book Web3: Charting the Internet’s Next Economic Frontier. Tapscott explains how with the rise of Web2, Internet users agreed to a system of digital feudalism by giving away their data in exchange for free services. The future he sees will invert the model from digital feudalism to a form of self-sovereign identity where you control and own your data, and you decide how and when it’s used—and if it’s used, you can get compensated. People will enjoy more privacy rights and many might end up working for a decentralized autonomous organization (DAO), which will benefit people in places where local markets don’t offer many employment opportunities. Creators will enjoy new ways to connect with fans and directly earn money from them, while fans will have a new way to experience the creativity they enjoy. However, without decentralized blockchain we’ll end up with hyped-up databases controlled by a single company, which wouldn’t be Web3 but “virtual Disneylands.”

Recent sustainability regulations in the EU and some U.S. states hold consumer packaged goods brands responsible for the environmental impact of the materials in their products. For brands with a complex web of suppliers across the globe, gaining visibility into the chemical composition of their products is a major challenge, and most available tools are insufficient for the task. The authors explain how brands can improve supply chain transparency to adapt to this emerging regulatory landscape.

When many leaders talk about reskilling programs, they emphasize individual career progression and the acquisition of skills that benefit company strategy. But an experiment at Vodafone showed that a more direct message focused on career relevancy increased employees’ participation in a reskilling program. Use this advice on how to be reassuring but transparent with employees when discussing this critical workforce issue.

In this final article in a series of four, the researchers behind the 2023 MIT Sloan Management Review-BCG Artificial Intelligence and Business Strategy Big Ideas research project explore how organizations should govern smart KPIs (KPIs augmented by or created with AI). They explain which functions should be involved and what pitfalls to watch for.

Supply chain bottlenecks, labor and transportation costs, tariffs, geopolitical tensions, and industrial policies are driving a resurgence in U.S.-based manufacturing. The authors discuss six key factors that business leaders should consider as they decide whether to reshore their manufacturing operations to the United States.

In 1998 the author joined Adobe as vice president and general manager of the engineering technology group. Shortly thereafter he took on layout engineering as well, and the following year the company released InDesign, the powerhouse publishing platform that overshadowed Quark. In 2007 Narayen was named CEO. Two years later the company expanded from content creation to content management, measurement, and monetization with the acquisition of Omniture, a web-analytics software company with clients including Ford, TD Ameritrade, and Walmart. "Any successful technology company needs to look around the corner and make some key assertions about how the world is going to change," Narayen writes. Adobe's shift to Creative Cloud was one response. And the company has invested in AI and generative AI for more than a decade, resulting in its introduction of Adobe Sensei ("which helps customers improve the precision, ease, and speed with which they do their work") and Firefly ("a copilot that augments rather than replaces human ingenuity"). "Leaders must be dissatisfied with the status quo," Narayen says. "If you set unreasonable expectations, people will amaze you with their ingenuity."

When tackling urgent organizational problems, leaders usually work hard to identify underlying causes, tap a wide range of knowledge, and experiment with solutions. But once they've mapped out a plan, there's one more crucial step they must take: crafting a story so compelling that it will harness their organizations' energy and direct it toward change. Drawing on decades of experience helping senior executives lead large-scale transformations, Harvard professor Frei and leadership coach Morriss present an effective way to approach that challenge. They outline four key steps: (1) Understand your story so well that you can describe it in simple terms, (2) honor the past, (3) articulate a persuasive mandate for change, and (4) lay out a rigorous and optimistic path forward. Next you need to get others behind your story. Emotions can bring it to life and help drive employees' commitment to change. You also should promote your narrative aggressively. Share it wherever the opportunity arises-in speeches, interviews, town hall meetings, one-on-ones-and incorporate it into different formats, from videos to images to guidebooks.

As "doer-sellers," professional services partners are responsible for not just delivering services but also the entire business-development process. As "rainmakers," they must build awareness of their expertise in the market to generate demand, identify and close new client business, deliver the work to the client, and then renew and expand the relationship over time. But there is a growing problem with this long-standing practice: Clients are much less loyal to firms and partners than they once were. Competition for business among professional services firms is intensifying, which has cast in sharp relief the troubling gap in the ability of high performers and core performers to bring in work. In this article, the authors identify five statistically determined profiles that professional services partners fall into, only one of which is correlated with positive performance, and they lay out the three key behaviors of a successful business-development approach: (1) building connected networks of colleagues and clients, (2) creating value through collaboration, and (3) committing to a proactive and consistent business-development routine.

The average U.S. household contains a trove of potentially reusable goods worth roughly $4,500. That's a lot of trapped value, and companies are at last getting serious about accessing it-by developing new resale capabilities. Resale has been with us for a very long time, of course-at yard sales, on used-car lots, in classified ads. But the magnitude of the market is changing, boosted by Gen Z consumers and a growing demand for sustainability. Some major brands, including Apple, Nike, Rolex, and Walmart, are moving into the market. And GlobalData estimates that the total resale market in the United States is around $175 billion. In this article, Robertson, a former dean of the Wharton School, focuses on the potential benefits of resale and helps leaders think about whether resale makes sense for their brands. Drawing on interviews with executives who work at companies that are actively pursuing resale and at third-party platforms that have become important partners in the resale ecosystem, he offers five guidelines for resale success: (1) design friction-free processes, (2) work with a third-party platform, (3) transition to the Gen Z consumer, (4) integrate brand-loyalty initiatives, and (5) build an integrated portfolio.

In today's fast-paced world of digital retailing, the ability to revise prices swiftly and on a large scale has emerged as a decisive differentiator for companies. Many retailers now track competitors' prices via systems that scrape rivals' websites and use this information as an input to set their own prices manually or automatically. A common strategy is to charge X dollars or X percent less than a target competitor. However, retailers that use such simple heuristics miss significant opportunities to fine-tune pricing. Some companies are now applying machine-learning models to guide their pricing decisions, but even these retailers tend to take an overly limited approach. They try to match or undercut competitors' prices without taking into account factors such as whether rivals are out of stock or how consumers make their purchasing decisions. In this article, the authors present a step-by-step process for dynamic pricing that focuses on building computer models that consider not just competitor pricing but also product availability and customer behavior to recommend optimal prices in real time.

While the executive in charge of the sustainability function plays the starring role in any social or environmental initiative, its success often depends on an organization's hidden heroes: its critical midlevel team leaders. But how this group drives sustainability will vary with a company's sustainability maturity. In their work the authors have identified four levels of it and goals and actions that are appropriate for middle managers at each one. At level one, lagging and skeptical, middle managers should focus on getting sustainability on the agenda by exploring customer demand, gathering outside perspectives, and finding easy wins. At level two, building a base, the goal is to develop capabilities and start to embed sustainability into core processes. At level three, accelerating, middle managers increase the speed and scale of efforts through internal councils and by increasing transparency and rethinking business activities. At level four, leading, middle managers strive to build lasting sustainability infrastructure and set up transformative partnerships in their sectors or value chains. With the right skills and priorities, the unsung champions of sustainability can drive progress within companies at any level and across industries.

Why do so many big companies get poor returns on all the money they invest in innovation? A large body of research suggests that it's because their managers tend to think novel ideas are "deviant" and resist them. As a result such ideas get watered down to make them less threatening-or get squashed altogether. The solution, the authors' studies show, is to inspire, support, and protect innovation by tapping into your networks. Three practices are especially useful. First, find and mobilize external innovation catalysts who are adept at synthesizing diverse perspectives and identifying creative solutions. Second, engage with internal sparring partners who can highlight potential objections and help fuse ideas with your company's mission and turn them into compelling business propositions. Third, selectively sequence the introduction of those ideas within your social circles in the company to stress-test and gradually gain buy-in for them. While there's nothing inherently magical about these practices, if you follow them, you'll find that innovating in a large, mature company is not only viable but highly promising.

Companies need to develop strong guiding principles that go beyond generic mission statements and values, the authors argue. Well-articulated principles can provide direction for difficult decisions, especially in times of disruption. They should offer behavioral guardrails and be distinctive to the company, open to debate, transferable across the organization, and integral to its mission. Some strong principles include "Focus on the user and all else will follow" (Google), "Privacy is a fundamental human right" (Apple), and "We won't release a product until we would use it ourselves" (Tableau Software). The authors recommend that leaders begin by identifying what makes the company unique and involving employees at all levels. When communicating decisions, they should reference principles to demonstrate their relevance. Over time, principles can shape company culture and empower employees to make decisions that align with corporate strategy. In this era of complexity and uncertainty, well-defined principles can provide much-needed clarity and direction.

Historically, the efforts of private equity firms to address leadership challenges have been limited primarily to replacing portfolio-company CEOs. Now, in an era of higher interest rates and more competition for limited acquisition targets, these firms are realizing that they need to make more-systematic investments in leadership development. The author offers a variety of prescriptions for PE firms, portfolio companies, and dealmakers, including hiring and empowering "chief human capital officers" to create a firm-level talent strategy, developing a leadership playbook, tasking portfolio companies with creating a leadership agenda, and rigorously assessing organizational effectiveness and talent during due diligence for company acquisitions.

The accelerated pace of technological change and, most recently, the advent of AI are reshaping jobs and organizations in ways that call for constant career reinvention. So we all need to learn how to get better at making the most of the frequent transitions that will constitute a long working life. But no matter how often people change careers, they will probably experience the transition as an emotionally fraught process-one that involves confusion, loss, insecurity, and struggle. Big changes can be exhilarating, but they're also terrifying. For more than two decades, Ibarra, of London Business School, has been studying the process of career reinvention: what prompts people to do it, how they go about it, and how it affects them. In this article, drawing on new research, she explains why such transitions are still so hard for so many people, despite their growing frequency and prevalence. She also offers some ideas for managing them more intentionally and successfully.

Three new books tackle how to escape the grip of perfectionism: MoneyZen, by Manisha Thakor; The Perfection Trap, by Thomas Curran; and Never Enough, by Jennifer Breheny Wallace.

The Oscar-nominated actress and outspoken human-rights advocate talks about acting as therapy, inspiration from her older sister, and more.

Managers are struggling, with more and more varied responsibilities than ever before. A recent survey showed that 54% suffer from work-induced fatigue and stress; meanwhile, only one in two employees believes that their manager can help their team succeed. Although any solution will need multiple facets, a new study from the research and advisory firm Gartner points to an essential first step: Organizations need to put the right people into the role to begin with. But promoting on the basis of performance as individual contributors is no longer a viable tack. By letting people nominate themselves for a role, conducting a rigorous and anonymized application process, equipping potential managers for the hardest parts of the job, and letting them opt out without stigma, organizations can build a robust and diverse pipeline of people ready to step into the role whenever needed. Those new managers will be more than twice as likely as others to find the job more manageable and to lead higher-performing teams.