Southwest Airlines has grown from upstart to the largest U.S. airline in terms of number of passengers flown while recording 34 consecutive years of profitability. Through most of those 34 years, Southwest management emphasized high touch rather than automation as critical to business success....

Digital business design -- Building shared customer insights -- Building an operational backbone -- Building a digital platform -- Building an accountability framework -- Building an external developer platform -- Developing a roadmap for your digital transformation -- Designing your company for...

The Internet is a powerful channel that presents new opportunities for touching customers, enriching products and services with information, squeezing out costs through process automation, and redesigning internal business processes through enhanced communication and knowledge sharing. In most...

In 1993, CEO Louis Gerstner initiated a transformation at IBM that Sam Palmisano continued when he took the reins in 2003. The transformation involved a change from a hardware and software business to a solutions and services business and from a regionally aligned organization to a global...

Faced with a large number of impending retirements, Chevron intended to downsize by outsourcing commodity services. In 2004 management recognized that taking advantage of the growing number of services available on the market required new competencies. This case describes how Chevron learned to...