Competing in the Age of AI. By MarcoIansiti and KarimLakhani. Harvard Business Review Press: Boston, MA, 2020, ISBN‐13 978‐1633697621, hardback, £18, pp. 288.

2021 ◽  
Author(s):  
Jeremy Klein
Keyword(s):  
Harvard Business Review

Open space office: A review of the literature and Hong Kong case studies

Work ◽  
2021 ◽  
pp. 1-10
Author(s):  
Lawrence W.C. Lai ◽  
K.W. Chau ◽  
Stephen N.G. Davies ◽  
Locinda Kwan
Keyword(s):  
Hong Kong ◽  
Case Studies ◽  
Open Space ◽  
Emotional Health ◽  
Harvard Business Review ◽  
Facilities Management ◽  
Actual Design ◽  
Open Plan ◽  
Office Layouts ◽  
Sociological Studies

BACKGROUND: Open plan or open space office has become increasingly popular but those who promote the concept selfdom refer to health studies or workers’ perceptions of a change in office layout towards an open space arrangement. OBJECTIVE: To review the literature on open plan or open space office layouts in terms of facilities management (FM) with users’ perception in mind and to obtain opinions of users of open space offices of for a better appreciation of the FM issues. METHODS: A literature search of research papers from 2007 in journals using the keywords “open plan office” and “open space office” plus “health”, first in the titles then in the text, was carried out. Thirty-two of those papers, accessible by the authors’ institutions, were consulted together with 5 other works in the Harvard Business Review. The review consulted but excluded papers and reports published or sponsored by commercial firms that were in favour of open space layouts. Case studies were conducted by face to face meetings in confidence with workers in the middle managements of twelve Hong Kong organisations known as friends to two of the authors. Problems as seen by staff are reported and discussed. RESULTS: The literature review reveals that apart from writing that promotes the use of an open plan office layout, a host of scientific works point to the problems of perceived dissatisfaction with such a layout, the nature of the dissatisfaction tending to depend on the actual design. Most workers interviewed disliked the new style open plan layouts, which points to the necessity of consulting workers when such changes are contemplated, as well as monitoring the results of the change once it is in place whether against workers’ wishes or with their support. There is a need for a number of facility arrangements in making a change to open plan that ensures that worker needs for proper lighting, privacy, and indoor health will be met. CONCLUSIONS: If the aim of a change to an open plan arrangement is to promote collegial communications in office, the study sheds light on the extent to which such arrangements may not in practice be suitable for achieving the aim. It follows that further, more specifically sociological studies of workers’ job satisfaction and emotional health in open plan office settings would be worth doing.

Thomas Stewart: what leaders need to know about the new design revolution in services

2017 ◽  
Vol 45 (3) ◽  
pp. 16-22
Author(s):  
Brian Leavy
Keyword(s):  
Design Methodology ◽  
Service Design ◽  
Design Strategy ◽  
Harvard Business Review ◽  
Service Firms ◽  
Content Type ◽  
Innovation Activities ◽  
Customer Delight ◽  
Modern Manufacturing ◽  
Practical Implications

Purpose With the growing importance of services in the overall economy, it is surprising that the notion of service firms investing in systematic and dedicated innovation activities has taken so long to materialize. This is now set to change as service firms undertake the kind of research, design and development disciplines which for more than a century have been mainstays of modern manufacturing. Design/methodology/approach S&L interviews the well-known former editor of Harvard Business Review Thomas A. Stewart and his co-author, former BloombergBusinessweek.com editor Patricia O’Connell, in their latest book, Woo, Wow and Win: Service Design, Strategy and the Art of Customer Delight (Harper Business, 2016). They believe we are on the cusp of a “design revolution” in services. Findings The central thesis of their book is that services “should be designed with as much care as products are” and they include service “delivery” in that premise. Practical implications Service design principles offer powerful new ways to address the three basic strategy questions: What do we sell? To whom? And how do we win? Originality/value Service design helps you understand how to configure a set of activities, behaviors and touchpoints–a journey–that allows you to serve that customer well.

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