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Shared Services Need Shared Management

August 4, 2010
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One of our travel clients has several thousand locations across the globe where they serve customers. While there are different brands and cultures, many of the functions are more common than they are unique. To make things more interesting, many of the local businesses are franchises, greatly increasing coordination complexity…...

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Shared Services
Diamond’s 2010 Business Design Survey

March 23, 2010

This is the first of a 3-part series on shared services co-authored with Paul Blase Ayn Rand Would Have Shared More Services, Why Doesn’t Your Company? We all learned that it’s good to share – so why don’t companies share more, when there is more value to be had?  Imagine if the architects of the last plane you flew used 20 different blueprints for each section of the plane – each not integrating with the ...

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Waiting Customer are Unhappy Customers

February 16, 2010

I’ve been a basketball fan and player as long as I can remember. I had the full sized Dr. J poster on my bedroom door growing up and The Iceman staring at me from my wall. I grew up watching Phi Slamma Jamma and the Houston Rockets and have been trying to build the same love of the game in my two sons, working with them in the driveway and coaching their junior high basketball ...

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Can Haptics Touch the Enterprise?

January 7, 2010

I had the chance to drive the 2010 Lexus HS 250 hybrid while my car was in the shop. While it’s good to see more hybrids hitting the road, the more interesting thing to me was the new navigation system and the controller that drives it. Aside from several mediocre dial-oriented efforts from BMW, Audi and others, most nav systems these days seem to be touchscreens, both factory installed and add-ons. The new Lexus controller ...

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