Notes

Introduction

1. Travis M. Hessman, “Have It Your Way: Manufacturing in the Age of Mass Customization,” Industry Week, June 3, 2014. Accessed June 13, 2018 at http://www.industryweek.com/technology/have-it-your-way-manufacturing-age-mass-customization.

2. https://www.dictionary.com/browse/real-time. Accessed 10/28/2018.

3. Omar El Sawy and Pernille Rydén, “The Shades of Grey in Real-Time Management—a Multi-Method Study” (presented to the Institute for Communication Technology Management, Marshall School of Business, University of Southern California, April 29, 2016, available at https://www.marshall.usc.edu/sites/default/files/2019-01/Real-Time%20Management-El%20Sawy%20R3.pdf). There is also an article based on the study: Pernille Rydén and Omar El Sawy, “How Managers Perceive Real-Time Management: Thinking Fast & Flow,” California Management Review 61, no. 2 (February 2019): 155–177. Article first published online December 19, 2018, https://journals.sagepub.com/doi/abs/10.1177/0008125618818840.

4. Peter Forbes, “How Payment Technologies Ease the Pain of Restaurant Bills,” Food Newsfeed, FSR Magazine, May 2017. Accessed June 12, 2018 at https://www.foodnewsfeed.com/fsr/vendor-bylines/how-payment-technologies-ease-pain-restaurant-bills.

5. “When Corporate Innovation Goes Bad—The 132 Biggest Product Failures of All Time,” CB Insights, June 25, 2018. Accessed August 2, 2018 at https://www.cbinsights.com/research/corporate-innovation-product-fails; Steve Kovach, “How Samsung Out-Designed Apple,” Business Insider, August 2, 2016. Accessed August 2, 2018 at https://www.businessinsider.com/samsung-galaxy-note-7-vs-apple-iphone-design-features-2016-8; Steve Kovach, “Samsung Announces What Caused the Galaxy Note 7 to Overheat and Explode,” Business Insider, January 22, 2017. Accessed August 2, 2018 at https://www.businessinsider.com/samsung-issues-galaxy-note-7-battery-report-2017-1; Steve Kovach, “Samsung’s Galaxy Note 7 Explanation Didn’t Go Far Enough,” Business Insider, January 23, 2017. Accessed August 2, 2018 at https://www.businessinsider.com/samsung-galaxy-note-7-report-what-was-missing-2017-1.

Chapter 1

6. Salesforce Research, State of the Connected Customer, 2nd ed., 2018. Accessed December 24, 2018 at https://www.salesforce.com/content/dam/web/en_us/www/documents/e-books/state-of-the-connected-customer-report-second-edition2018.pdf; Salesforce Research, State of the Connected Customer, 2016. Accessed December 24, 2018 at https://a.sfdcstatic.com/content/dam/www/ocms/assets/pdf/service-cloud/state-of-connected-customer.pdf.

7. Stop & Shop, “Press Release: Stop & Shop Invests $70 Million in Greater Hartford Stores to Offer New Features Like More Fresh & Healthy Foods, Improved Digital Solutions & Lower Prices on Thousands of Items,” October 24, 2018. Accessed December 25, 2018 at https://stopandshop.com/news-and-media/article-10-04-18.

8. Chad Wright, “Customer Care Strategy: Value Your Customer’s Time,” MicroAutomation (blog), August 19, 2018. Accessed December 26, 2018 at https://www.microautomation.com/new-blog/customer-care-strategy-value-your-customers-time.

9. Jeff Toister, “How Fast Should a Business Respond to an Email?” Inside Customer Service (Toister Performance Solutions blog), April 17, 2018. Accessed December 24, 2018 at https://www.toistersolutions.com/blog/2018/4/15/how-fast-should-a-business-respond-to-an-email; Jeff Toister, “How Quickly Should You Respond to an Email?” Inside Customer Service (blog), Toister Performance Solutions, May 21, 2012. Accessed December 24, 2018 at https://jeff-toister-bvag.squarespace.com/blog/2012/5/21/how-quickly-should-you-respond-to-an-email.html.

10. John DeVine and Keith Gilson, “Applied Insight,” McKinsey Quarterly, no. 2 (2010): 100–105.

11. El Sawy and Pernille Rydén, “The Shades of Grey in Real-Time Management”; Pernille Rydén and El Sawy, “How Managers Perceive Real-Time Management.”

Chapter 2

12. “#1807 Sysmex,” Forbes, 2018. Accessed December 29, 2018 at https://www.forbes.com/companies/sysmex/#6f29955047d9.

13. Michael E. Porter and James E. Heppelmann, “How Smart, Connected Products Are Transforming Companies,” Harvard Business Review 93, no. 10 (October 2015): 96–114. Accessed June 13, 2018 at https://hbr.org/2015/10/how-smart-connected-products-are-transforming-companies; Sysmex, Sysmex Report 2018, Sysmex Corporation, 2018. Accessed December 30, 2018 at https://www.sysmex.co.jp/en/ir/library/annual-reports/Sysmex_Report_2018_e.pdf.

14. “Share Your Activity with Your Apple Watch,” Apple, 2018. Accessed August 18, 2018 at https://support.apple.com/en-us/HT207014.

15. Oliver Behr, Fashion 4.0—Digitalization of Fashion, January 5, 2018. Accessed August 18, 2018 at https://iot.cassini.de/fileadmin/whitepaper/Fashion-4.0_english.pdf.

16. “3 Year Degree Plan,” Ohio Department of Higher Education, c. 2012. Accessed August 20, 2018 at https://www.ohiohighered.org/contentZ3_year_degree; Sue Shellenbarger, “Universities With Three-Year Bachelor’s Degree Programs,” Wall Street Journal, May 26, 2010. Accessed August 20, 2018 at https://www.wsj.com/articles/SB10001424052748703341904575266352925815936; Subhash Kak, “Will Traditional Colleges and Universities Become Obsolete?” Smithsonian.com, January 10, 2018. Accessed August 20, 2018 at https://www.smithsonianmag.com/innovation/will-traditional-colleges-universities-become-obsolete-180967788.

17. Bucher + Suter AG, b+s Case Study: Republic Services with b+s Connects for Salesforce, c. 2018. Accessed August 21, 2018 at https://www.bucher-suter.com/crmconnectors/salesforce-integration/download-case-study.pdf.

18. Ibid.

19. For example, here are a few different writings: Rosabeth Moss Kanter, “Innovation: The Classic Traps,” Harvard Business Review 84, no. 11 (2006): 72–83; Everett M. Rogers, Diffusion of Innovations, 5th ed. (New York: The Free Press, 2003); Jane M. Howell and Christopher A. Higgins, “Champions of Technological Innovation,” Administrative Science Quarterly 35 (1990): 317–341.

Chapter 3

20. Nancy Gondo, “Michael Dell Built a PC Powerhouse via Build-to-Order Model,” Investors Business Daily, April 15, 2014, A04; Young K. Ro, Jeffrey K. Liker, and Sebastian K. Fixson, “Modularity as a Strategy for Supply Chain Coordination: The Case of U.S. Auto,” IEEE Transactions on Engineering Management 54, no. 1 (2007): 172–189.

21. Mark Esposito, Terence Tse, and Khaled Soufani, “Companies Are Working with Consumers to Reduce Waste,” Harvard Business Review (digital articles), June 7, 2016, pp. 2–5. Accessed June 13, 2018 at https://hbr.org/2016/06/companies-are-working-with-consumers-to-reduce-waste; “Sustainability,” Nudie Jeans, 2018. Accessed August 26, 2018 at https://www.nudiejeans.com/blog/category/sustainability; “Nudie Jeans Launches Re-Use Online,” Nudie Jeans, 2018. Accessed August 26, 2018 at https://cdn.nudiejeans.com/media/files/Press-Release-Re-use.pdf; “Nudie Jeans Repair Tour,” Nudie Jeans, June 15, 2018. Accessed August 27, 2018 at https://www.nudiejeans.com/blog/nudie-jeans-mobile-repair-station-on-tour.

22. Jacob Siegal, “Here’s How Fast You Can Charge an iPhone 8 Plus with a Variety of Different Chargers,” BGR, October 10, 2017. Accessed August 27, 2018 at https://bgr.com/2017/10/10/iphone-8-charging-speeds-fast-charging-iphone-x; “Fast Charge Your iPhone X, iPhone 8, or iPhone 8 Plus,” Apple, June 13, 2018. Accessed August 27, 2018 at https://support.apple.com/en-us/HT208137.

23. “Dyson Supersonic™ Hair Dryer,” Dyson, 2018. Accessed August 27, 2018 at https://www.dyson.com/hair-care/dyson-supersonic-overview.html.

24. Kelsey Mulvey, “11 Things That Help Us Get Ready in the Morning Faster,” Insider Picks, Business Insider, July 17, 2017. Accessed August 27, 2018 at https://www.businessinsider.com/how-to-get-ready-faster-in-the-morning-2017-5#a-powerful-hair-dryer-4.

25. Cynthia Drescher, “The 10 Fastest Trains in the World,” Condé Nast Traveler, March 27, 2018. Accessed August 27, 2018 at https://www.cntraveler.com/stories/2016-05-18/the-10-fastest-trains-in-the-world.

26. Bosch, The OSRAM Ticket Manager: An Industry 4.0 app for Employees, October 2017. Accessed August 27, 2018 at https://www.bosch-connected-industry.com/media/en/loesungen/nexeed_production_performance_manager/broschueren/case-study_osram_de_update201804.pdf.

27. Deborah Abrams Kaplan, “9 Trends in Last-Mile Delivery: How e-commerce Is Forcing Changes in How Retailers and Carriers Do Business,” SUPPLYCHAINDIVE, May 22, 2017. Accessed June 11, 2018 at https://www.supplychaindive.com/news/last-mile-spotlight-trends-tech-gig-perfect/443091.

28. Sukh Dhillon, “Experiment, Launch, Iterate, Repeat: Why Product Development Is Never Complete,” Optimizely (blog), September 6, 2017. Accessed June 11, 2018 at https://blog.optimizely.com/2017/09/06/experiment-launch-iterate-repeat.

Chapter 4

29. Aaron Pressman, “Why TaskRabbit’s Gig Economy Model Is Thriving Under Ikea’s Ownership,” Fortune, July 17, 2018. Accessed October 29, 2018 at http://fortune.com/2018/07/17/taskrabbit-ikea-brown-philpot-undercover; “Flat-Rate IKEA® Furniture Assembly Is Now Available,” Community, TaskRabbit News (blog), March 14, 2018. Accessed October 29, 2018 at https://blog.taskrabbit.com/2018/03/14/ikea-com-launch; Sonya Mann, “The Not-So-Obvious Reason IKEA Bought TaskRabbit,” Inc.com, October 2, 2017. Accessed October 29, 2018 at https://www.inc.com/sonya-mann/ikea-taskrabbit-ethnography.html.

30. S. Colwell, M. Aung, V. Kanetkar, and A. Holden, “Toward a Measure of Service Convenience: Multi-Item Scale Development and Empirical Test,” Journal of Services Marketing 22, no. 2 (2008): 160–169; J. Farquahr and J. Rowley, “Convenience: A Services Perspective,” Marketing Theory 9, no. 4 (2009): 425–438.

31. SITA, “Boarding Pass Evolution,” Air Transport IT Review, no. 3 (2014). Accessed September 3, 2018 at https://www.sita.aero/resources/air-transport-it-review/air-transport-it-review---issue-3-2014/boarding-pass-evolution; “SITA History,” SITA, 2018. Accessed September 3, 2018 at https://www.sita.aero/about-us/who-we-are/sita-history; “Who We Are,” SITA, 2018. Accessed September 3, 2018 at https://www.sita.aero/about-us/who-we-are.

32. “About Us,” Fandango, 2019. Accessed January 4, 2019 at https://www.fandango.com/AboutUs.aspx; “Help: Get Instant Answers: What is Mobile Ticket,” Fandango, 2019. Accessed January 4, 2019 at https://www.fandango.com.

33. “About Netflix, Netflix Timeline,” Netflix. Accessed October 29, 2018 at https://media.netflix.com/en/about-netflix.

34. Seatcraft, “Evolution of the Movie Theater Experience,” Seatcraft Home Theater (blog), November 23, 2017. Accessed September 4, 2018 at https://www.seatcraft.com/evolution-of-the-movie-theater-experience; Jordan Kushins, “A Brief History of Sound in Cinema,” Popular Mechanics, Febuary 24, 2016. Accessed September 5, 2018 at https://www.popularme-chanics.com/culture/movies/a19566/a-brief-history-of-sound-in-cinema; Alexandre Bleus, “Immersive Sound Technologies,” CinemaNext, c. 2018. Accessed September 5, 2018 at https://www.cinemanext.com/features/showcases/immersive-sound-technologies; David Nield, “High-Resolution Cinema: 4K, 8K and Beyond,” T3.com, February 10, 2017. Accessed September 5, 2018 at https://www.t3.com/news/high-resolution-cinema-4k-8k-and-beyond; Peter Suderman, “How Film Projection Got So Complicated—and How It Can Make or Break Your Movie Experience,” Vox, March 6, 2017. Accessed September 4, 2018 at https://www.vox.com/culture/2017/3/6/14668690/film-formats-movie-projection; “Corporate Information,” IMAX, 2018. Accessed September 4, 2018 at https://www.imax.com/content/corporate-information; “The Future of the Cinema Experience,” Dasym, July 5, 2017. Accessed September 4, 2018 at https://www.dasym.com/future-cinema-experience.

35. “About iRobot—Company Information,” iRobot, 2018. Accessed October 30, 2018 at https://www.irobot.com/about-irobot/company-information; “Home Robots—Robot Vacuums,” iRobot, 2018. Accessed October 29, 2018 at https://www.irobot.com/for-the-home/vacuuming/roomba.aspx; “About iRobot—Company Information—History,” iRobot, 2018. Accessed October 30, 2018 at https://www.irobot.com/about-irobot/company-information/history.aspx; AmandaGal, “Still Doesn’t Do Black Carpet,” Amazon Customer Review, October 1, 2015. Accessed October 29, 2015 at https://www.amazon.com/gp/customer-reviews/R3T6QW0MUCQGLD/ref=cm_cr_arp_d_viewpnt?ie=UTF8&ASIN=B013E9L4ZS#R3T6QW0MUCQGLD; Victoria Song, “iRobot Roomba i7+,” PCMag, October 25, 2018. Accessed October 29, 2018 at https://www.pcmag.com/review/364537/irobot-roomba-i7; Allie Volpe, “Should You Get a Robot Vacuum?” New York, May 11, 2018. Accessed October 30, 2018 at http://nymag.com/intelligencer/smarthome/should-you-get-a-robot-vacuum.html.

Chapter 5

36. For example, see Chandana Asif, Jiro Hiroaka, Tomas Jones, and Prerak Vohra, “Digitizing Customer Journeys and Processes: Stories from the Front Lines,” in McKinsey on Digital Services: Introducing the Next-Generation Operating Model, McKinsey & Company, January 2017, pp. 50–57. Accessed September 11, 2018 at https://www.mckinsey.com/~/media/McKinsey/Business%20Functions/McKinsey%20Digital/Our%20Insights/Introducing%20the%20next-generation%20operating%20model/Introducing-the-next-gen-operating-model.ashx; Michael Hammer, “Reengineering Work: Don’t Automate, Obliterate,” Harvard Business Review 68, no. 4 (1990): 104–112; Art Kleiner, “Revisiting Reengineering,” strategy+business, no. 20, July 1, 2000. Accessed September 13, 2018 at https://www.strategy-business.com/article/19570?gko=e05ea.

37. Asif et al., “Digitizing Customer Journeys and Processes.”

38. Thomas W. Ferratt, “Collaborative Innovation with Information System and Functional Area Personnel” (presented to the Institute for Communication Technology Management, Marshall School of Business, University of Southern California, May 19, 2016, available at https://www.marshall.usc.edu/sites/default/files/2019-01/Collaborative%20Innovation-Ferratt%20R3.pdf).

39. Ingmar Haffke, Bradley Kalgovas, and Alexander Benlian, “Options for Transforming the IT Function Using Bimodal IT,” MIS Quarterly Executive 16, no. 2 (2017): 101–120.

40. Ann Majchrzak, Sabine Brunswicker, and Mehdi Bagherzadeh, “Open Innovation in U.S. Firms Today” (presented to the Institute for Communication Technology Management, Marshall School of Business, University of Southern California, June 24, 2016, available at https://www.marshall.usc.edu/sites/default/files/2019-01/Open%20Innovation-Majchrzak%20R3.pdf).

41. “Fujitsu Forum 2018 Report, Special Session,” Fujitsu, 2018. Accessed January 8, 2019 at http://www.fujitsu.com/global/vision/insights/201805event/index.html.

42. Marcelo Cano-Kollmann, Snehal Awate, T. J. Hannigan, and Ram Mudambi, “Burying the Hatchet for Catch-Up: Open Innovation among Industry Laggards in the Automotive Industry,” California Management Review 60, no. 2 (2018): 17-42.

Chapter 6

43. Steven Zeitchik, “Netflix Was the Great Disruptor. Will It Now Be Disrupted?” Washington Post, July 17, 2018. Accessed September 18, 2018 at https://www.washingtonpost.com/business/2018/07/17/netflix-was-great-disruptor-is-it-about-be-disrupted-itself/?noredirect=on&utm_term=.430726a0b604.

44. Russell Davies, “Netflix Has Become the Envy of TV with So Much Data on Our Viewing Habits,” Campaign, February 21, 2013. https://www.campaign-live.co.uk/article/netflix-become-envy-tv-so-data-viewing-habits/1171374

45. Edward Cone, “Eye in the Sky,” CIO Insight, no. 72 (2006): 64–74.

46. Frank Nagle, “The Use and Security of Consumer Data” (presented to the Institute for Communication Technology Management, Marshall School of Business, University of Southern California, May 18, 2017, available at https://www.marshall.usc.edu/sites/default/files/2019-01/Customer%20Data-Nagle%20R3.pdf).

47. Kif Leswing, “Apple Is Distancing Itself Again from Google and Facebook with a New Privacy Website,” Business Insider, October 17, 2018. Accessed January 7, 2019 at https://www.businessinsider.com/apple-launches-new-privacy-website-and-method-to-delete-apple-id-2018-10; James Vincent, “Tim Cook Warns of ‘Data-Industrial Complex’ in Call for Comprehensive US Privacy Laws,” The Verge, October 24, 2018. Accessed January 7, 2019 at https://www.theverge.com/2018/10/24/18017842/tim-cook-data-privacy-laws-us-speech-brussels; “Privacy: Our Approach to Privacy,” Apple, 2019. Accessed January 7, 2019 at https://www.apple.com/privacy/approach-to-privacy.

48. Cheryl Wakslak, “Technology Use, Privacy Concern, and Employee Psychology” (presented to the Institute for Communication Technology Management, Marshall School of Business, University of Southern California, April 27, 2017, available at https://www.marshall.usc.edu/sites/default/files/2019-01/Employee%20Privacy-Wakslak%20R3.pdf).

49. American Productivity & Quality Center, “Leveraging Knowledge Across the Value Chain: Caterpillar,” American Productivity & Quality Center Report, 2006, pp. 103–114. Accessed February 4, 2018 at https://www.apqc.org/knowledge-base/documents/leveraging-knowledge-across-value-chain-best-practices-report.

50. Thompson S. H. Teo, Rohit Nishant, Mark Goh, and Sameer Agarwal, “Leveraging Collaborative Technologies to Build a Knowledge Sharing Culture at HP Analytics,” MIS Quarterly Executive 10, no. 1 (2011): 1–18.

51. Peter High, “The Future of Technology According to Bank of America’s Chief Operations and Technology Officer,” Forbes, June 19, 2017. Accessed September 21, 2018 at https://www.forbes.com/sites/peterhigh/2017/06/19/the-future-of-technology-according-to-bank-of-americas-chief-operations-and-technology-officer/#2f2241e377c5.

52. Arif Ansari and Jinting Liu, “The Use of Analytics to Gain Competitive Advantages” (presented to the Institute for Communication Technology Management, Marshall School of Business, University of Southern California, June 23, 2017, available at https://www.marshall.usc.edu/sites/default/files/2019-01/Use%20of%20Analytics-Ansari%20R3.pdf).

53. For example, see Thomas H. Davenport, Jeanne G. Harris, David W. De Long, and Alvin L. Jacobson, “Data to Knowledge to Results: Building an Analytic Capability,” California Management Review 43, no. 2 (2001): 117–138; B. P. Watson, “Data Wrangling: How Procter and Gamble Maximizes Business Analytics,” CIO Insight, January 30, 2012. Retrieved 10/31/2017 from http://www.cioinsight.com/c/a/Business-Intelligence/Data-Wrangling-How-PG-Maximizes-Business-Analytics-782673; B. H. Wixom, H. J. Watson, and T. Werner, “Developing an Enterprise Business Intelligence Capability: The Norfolk Southern Journey,” MIS Quarterly Executive 10, no. 2 (2011): 61–71.

Chapter 7

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Chapter 8

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73. Lars Perner, “Crossing the Road Toward Innovation: Identifying and Addressing Chicken-and-Egg Problems” (presented to the Institute for Communication Technology Management, Marshall School of Business, University of Southern California, June 8, 2017, available at https://www.marshall.usc.edu/sites/default/files/2019-01/Chicken%20Egg-Perner%20R3.pdf); Kyle Mayer, “Managing Technical Partners in a Networked Age” (presented to the Institute for Communication Technology Management, Marshall School of Business, University of Southern California, June 10, 2016, available at https://www.marshall.usc.edu/sites/default/files/2019-01/Managing%20Partners-Mayer%20R3.pdf).

Conclusion

74. Joel Lee, “Waze vs. Google Maps: Which App Will Navigate Home Faster,” MakeUseOf, May 5, 2017. Accessed October 17, 2018 at https://www.makeuseof.com/tag/wave-vs-google-maps.

75. Rob Nightingale, “How Does Google Maps Work?” MakeUseOf, January 8, 2017. Accessed October 17, 2018 at https://www.makeuseof.com/tag/technology-explained-google-maps-work.