In many service operations, customers have repeated interactions with service providers. This creates two important questions for service design. First, how important is it to maintain the continuity of service for individuals? Second, since maintaining continuity is costly and, at times, operationally impractical for both the organization (due to potentially lower utilization) and providers (due to high effort required), should certain customer types, such as those with complex needs, be prioritized for continuity?
Please join us for an exclusive virtual conversation with North Carolina Commerce Secretary Machelle Baker Sanders on Wednesday, February 9. This discussion is part of the Dean’s Speaker Series, hosted by Kenan-Flagler Business School Dean Doug Shackelford.
The current narrative around the U.S. labor market is a mixed bag, with unemployment numbers well above pre-pandemic rates while many companies struggle to fill jobs. In this Kenan Insight Q&A, three experts weigh in on the critical issues behind this dichotomy.
London Business School Professor Alex Edmans, a 2022 Kenan Institute Distinguished Fellow, followed up his recent virtual presentation on “The Power of Purposeful Business” by answering key questions from the audience. This week’s Kenan Insight offers a curated Q&A with a few of our favorites, with Professor Edmans tackling topics such as which issues government is best equipped to regulate and which may require shareholders to step in, the limits of using data in ESG measurement, and how best to encourage purposeful thinking throughout an organization.
Unions seem to be popping up everywhere these days. In fact, the National Labor Relations Board reported that requests for union elections during the last nine months are up 58% over the prior fiscal year. This trend has received significant coverage in the media, with particular interest in successful organization efforts at Amazon, Starbucks and Apple.
Last month our home state of North Carolina was named “America’s Top State for Business” by CNBC (see the full ranking here). It wasn’t long after when some commentators pointed out that Oxfam had recently ranked N.C. as the worst state for workers. The extreme juxtaposition of rankings made me wonder if this was a coincidence or if there are systematic factors that make states good for businesses and bad for workers. Perhaps “right-to-work” laws, lax worker protection regulation or regional wage differences attract businesses looking to take advantage of areas with weak labor bargaining power. This in turn leads to business growth and thus job migration to states that are less desirable for individual workers. At the end of the day, economic planning should have the best interest of residents in mind when crafting business policy, so it seems worth unpacking what drives the rankings.
UNC Kenan-Flagler Business School Professor Jim Johnson, director of the Urban Investment Strategies Center, defines three groups facing challenges as companies return to the office and updates his forecast of demographic gale force winds.
UNC-Chapel Hill professor and Kenan Institute expert Iheoma U. Iruka took part in a roundtable discussion on the "childcare cliff" on PBS NC’s “State Lines” July 5. The episode is available online.
Director of the Digital Enterprise & Innovation Laboratory, Kenan Institute of Private Enterprise