Volume ramp-ups are notoriously difficult in digital services, where market pressures can lead to ramping up too soon and too rapidly which in turn can lead to the need to ramp-down. This paper addresses the challenge of taking innovation to scale in an established firm by enhancing our...

"How do I justify investment in eCommerce to a group of senior managers that get their secretaries to print their emails?" was how one manager interviewed for this study summarised his eCommerce problem. This article is about how firms can develop a systematic strategy for delivering service on...