Category: Technology and Operations

When I started my graduate role in corporate strategy at a large company, I had to take on numerous cost-cutting projects. What I learnt is that cost cutting is often underrated in difficulty and often misused. This is also why the Sandcone Model sets cost as the last priority in building competitiveness. The Sandcone Model…

Contextual ServiceStarbucks is often cited as the epitome of a customer-focused business, inspired by Howard Schultz’s vision of fostering community around coffee. Sitting in Gail’s as I write this, I can’t help but reflect on how many of us equate good service with the cheery greetings and casual chats we share with baristas. However, good…