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EPISODE · Mar 5, 2019 · 26 MIN

Make Customers Happier with Operational Transparency

from HBR IdeaCast

Ryan Buell, associate professor at Harvard Business School, says the never-ending quest for operational efficiency is having unintended consequences. When customers don’t see the work that’s being done in back offices, offshore factories, and algorithms, they’re less satisfied with their purchases. Buell believes organizations should deliberately design windows into and out of operations. He says increasing operational transparency helps customers and employees alike appreciate the value being created. Buell is the author of the HBR article "Operational Transparency."

Episode metadata supplied by the publisher feed · Published Mar 5, 2019

What this episode covers

Ryan Buell, associate professor at Harvard Business School, says the never-ending quest for operational efficiency is having unintended consequences. When customers don’t see the work that’s being done in back offices, offshore factories, and algorithms, they’re less satisfied with their purchases. Buell believes organizations should deliberately design windows into and out of operations. He says increasing operational transparency helps customers and employees alike appreciate the value being created. Buell is the author of the HBR article "Operational Transparency."

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Make Customers Happier with Operational Transparency

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How long is this episode of HBR IdeaCast?

This episode is 26 minutes long.

When was this HBR IdeaCast episode published?

This episode was published on March 5, 2019.

What is this episode about?

Ryan Buell, associate professor at Harvard Business School, says the never-ending quest for operational efficiency is having unintended consequences. When customers don’t see the work that’s being done in back offices, offshore factories, and...

Can I download this HBR IdeaCast episode?

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