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Service systems are inherently subject to variability, whether through customers, service providers, suppliers, or unexpected events. Yet customers demand excellence and consistency regardless of this variability. In general, there are two ways to handle this variability-through people or through processes. We use the concept of robustness to describe these two approaches, addressing when one or the other might be appropriate and discussing how and why one might transition from one approach to the other.

In 2018, Initial Coin Offerings (ICOs) were an emerging fundraising method for blockchain-based projects. As the ecosystem grew, there were many open questions on regulation, pricing, and even which projects were a good fit for blockchain. However, there was already some emerging consensus on the benefits and challenges of building with blockchain and emerging best practices for Initial Coin Offerings.

This note on warfare summarizes treatises by Chinese (e.g., Sun Tzu, The Art of War, ca. 500 BC) and Japanese (e.g., Miyamoto Musashi, The Book of Five Rings, 1643 AD) warriors, reviews their philosophies and leadership lessons, and offers modern applications.

This technical note gives students an overview of artificial intelligence (AI) and machine learning (ML) in order to help them understand how these fields can contribute to the future of marketing. To provide context, students are first introduced to the history of AI and the basic parameters of AI, ML, and deep learning (DL). The differences between ML and statistical modeling are also described to help students understand that collaboration between these two fields results in better decision-making. The note also provides a description of descriptive, predictive, and prescriptive analytics and how various ML tools span those categories. In order to illustrate AI's applications and the many ways managers can use it to promote their brands, real-world examples are provided, including: (1) 1-800-Flowers' collaboration with the Facebook messenger platform to process orders through chatbots (using DL), (2) Facebook's use of DeepText to determine the meaning of words within their contexts (using DL) and then direct users to related products; and (3) online educator Udacity's use of an ML algorithm to create a bot that advises salespeople on successful words and phrases, but also allows the humans to answer more obscure customer questions, among others. As students consider how AI advances are helping brands such as these market their goods and services to new customers online, students also must consider the ways that AI will continue to shape marketing in the future.

This note discusses how to analyze a bank from the point of view of an equity analyst or investor. The note begins by reviewing the evolution of North American banks from narrow to diversified financial institutions and then describes the financial ratios used to evaluate a bank's operating and financial performance. The final section provides examples of these ratios applied to a North American bank, and a set of Canadian and U.S. banks.

The culture-strategy-execution framework, known as the Trio Model, offers organizations a powerful, adaptive approach to navigating today's complicated global issues. By considering culture as an integral part of strategic thinking, executives and practitioners adopting the model can take a holistic approach to solving practical problems.

Each individual who enters an organization will, at some point, leave. And yet most future leaders spend significantly more effort learning about recruiting than departures, despite the sensitivity and challenges associated with the latter. This note is intended to help address that imbalance. This note provides a roadmap for managers and employees to follow when instituting or facing layoffs. It aims to help managers consider the broader implications that should be taken into account when conducting layoffs, including how to structure and execute them effectively; how to minimize the negative impact on laid-off employees, "surviving" employees, the firm's reputation, and the community; and what alternatives any firm contemplating layoffs should consider.

Several psychological theories can help explain organizational behaviour, but many students are not exposed to the benefits that these types of concepts can provide. This note discusses a brief overview of some of the most relevant theories, which may help employees and leaders to better understand organizational behaviour.

A common assumption is that if we just put good people together, they will automatically develop into a strong team. Conversely, we assume that if we put a lot of low-performing people together, they will perform poorly. However, research tells us that it is not that simple. Teams are different from the sum of their parts, and they develop as they go. Scholars have been able to develop a well-accepted model that can help managers and employees build team effectiveness in the workplace: the input-mediator-outcome (IMO) team effectiveness framework. This note provides an overview of the well-supported IMO model of team effectiveness.

Several psychological theories can help explain organizational behaviour, but many students are not exposed to the benefits that these types of concepts can provide. This note discusses a brief overview of some of the most relevant theories, which may help employees and leaders to better understand organizational behaviour.

A common assumption is that if we just put good people together, they will automatically develop into a strong team. Conversely, we assume that if we put a lot of low-performing people together, they will perform poorly. However, research tells us that it is not that simple. Teams are different from the sum of their parts, and they develop as they go. Scholars have been able to develop a well-accepted model that can help managers and employees build team effectiveness in the workplace: the input-mediator-outcome (IMO) team effectiveness framework. This note provides an overview of the well-supported IMO model of team effectiveness.

The brand management of places, such as countries, cities and regions, has received increasing attention in recent years. The associations, impressions and reputations that people have of a certain place can have a big impact in a number of areas - from tourism, to exports, to drawing talent, to securing foreign investment, to public diplomacy, and to political leadership. Consequently, a number of stakeholders may attempt to influence the perceptions that people have about a place in a way that is conducive to their goals. This background note lays the ground for instructors to expose students to the concept of a place brand, allow examining the ways in which it may be influenced, and examine the motivations of the various actors. The note provides ample examples of countries and cities that have actively tried to shape their brand identity and further exposes students to recent trends and vehicles (such as social media) relevant for the branding of places. The note raises a set of issues on this topic that can serve as the basis for a rich classroom discussion.