Participate in a discussion regarding the case study “Operational Transparency” by Ryan W. Buell. This HBR article discusses how operational efficiency (being transparent about the service being provided) benefits both the customers and employees and hence the firm. It also touches upon its pitfalls and provides recommendations to managers about how to implement it.
Choose a manufacturing or service process with which you are familiar. This process could be associated with any job you have held or any process that you are familiar with as a customer. Describe the process in detail. Then, describe how operational transparency could be provided in this setting and how it may benefit both the customer and the employees. Discuss also one case where operational transparency could backfire in this setting. In your response to another student, make constructive recommendations on how to improve their idea.