Say “yes” to speak with a representative — service automation frustrating customers — Peter Weill

MIT Sloan Sr. Researcher Peter Weill

Have you tried to apply for a mortgage lately? If so, you might have some rather unpleasant memories of filling out endless forms and – if you had a question — trying to navigate through a voice recognition telephone system that didn’t understand you. If you were able to actually reach a real person, that employee might have been more focused on the procedure than actually listening to you. What is the result of this automation of processes? Not surprisingly, it’s disconnected and frustrated customers. Read More »

S.P. Kothari: India's Faltering Boom, and How to Revive It

MIT Sloan Deputy Dean S.P. Kothari

From Forbes.com 

As the U.S. and Europe teeter on the edge of a devastating double-dip recession, India’s economic boom—once considered a bright spot in an otherwise bleak global financial landscape—is also showing signs of weakness.

The International Monetary Fund recently cut its growth projection for India, warning that the country was perilously close to double-digit inflation. (In the past fiscal year, India’s economy grew 8.5%; before the financial crisis, its growth exceeded 9% for three straight years.) The IMF cited “a drag from renewed global uncertainty” as the main reason for the revision, but that is letting India off easy.

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Preparing MBAs for the global economy

MIT Sloan Deputy Dean JoAnne Yates

Our global economy calls for managers with a global business education. A solid foundation in management theory must be accompanied not only by practical applications of that knowledge, but also by a deep understanding of the cultures and economies in other regions, exposure to students, faculty and experts from around the world, and opportunities to learn first-hand about business issues in other countries.

MIT Sloan has been a pioneer in this area, recognizing the need early on to prepare MBA students for global careers. For nearly 30 years, our MBA student body has reflected this commitment with approximately 40% of students coming from outside the U.S. And as a global institution, we’ve been able to attract and retain top faculty from around the world. Students benefit not only from professors’ cutting-edge research on international business issues, but also from their diverse perspectives on business.

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