I’ve written in the past about how customers are increasingly taking the job of resolving customer service into their own hands. In “Consumer Vigilantes”, I chronicled Mona “The Hammer” Shaw, made famous for taking a hammer to her local Comcast office; Michael Whitford, who uploaded a video... 

    There is a very clever theory that was developed at MIT and put to use by Lockheed Martin and similar firms. This is the Design Structure Matrix concept.     The other concept is System Dynamics. System dynamics is an approach to understanding the behavior of complex systems over time. It deals with internal... 

In the summer of 2009, Juwah will graduate with an MBA from Manchester Business School. For the last 10 years, she’s been working at Cadbury Nigeria Plc in Lagos, Nigeria, in a variety of roles, most recently as HR Manager for Resourcing and Talent. Juwah had no plans to leave the company, but she needed to acquire...