Bernd Schmitt explains why a creative approach to improving customer experience and breaking free from organizational silos is the next big thing in strategy.

Let me briefly dwell on the contradictions inherent in the way entrepreneurs function and thrive and the way large organizations function. Entrepreneurship is all about creativity, agility, speed of response, passion, flexibility, the willingness to take risks, and, above all, a sense of deep personal involvement and ownership. Organizations, on the other hand, are constrained in many ways—by structure, hierarchy, collective decision-making, well-defined and institutionalized systems and processes. These are the contradictions one has to resolve. I believe one can and must work out the right balance, one that blends the free form of entrepreneurship with the positive attributes of the organizational form. We have done quite a bit of thinking along these lines and I would like to put forward a few thoughts about how organizations can be infused with the entrepreneurial mindset.

Can excellent service recovery create happier customers than if there was no service failure in the first place? Should managers focus on providing excellent, error-free service upfront instead of relying on service recovery later? This article delves deeper into the service recovery paradox to uncover certain truths...

Can excellent service recovery create happier customers than if there was no service failure in the first place? Should managers focus on providing excellent, error-free service upfront instead of relying on service recovery later? This article delves deeper into the service recovery paradox to uncover certain truths...

“Transformational leadership is much more about extraordinary people across an organization, than about doing extraordinary things,” says Kumar Mangalam Birla. Learn as he shares some facets of transformational leaders and leadership.

Delegation is a process beyond mere manuals. It needs to be practiced for perfection. Effective delegation creates speed for the organization, self development for superiors and high motivation for subordinates.

Better management of inventory and waste can result in substantial gains find Nabankar Gupta of Raymond. Six months after introducing Kaizen, Raymond has reduced working capital by 15% improved product, quality and morale.