Operational Transparency

Automation has transformed operations but not entirely for the better. As complex processes have been increasingly computerized and walled off from customer view, extraordinary efficiency has become ordinary. As a result, customers have come to expect it more and appreciate it less. How can businesses enhance the perceived value of the work that goes on behind the scenes? This Harvard Business Review article suggests designing a window rather than a wall—that is, allowing customers to see, but not affect, operational processes. In this article, Harvard Business School (HBS) professor Ryan W. Buell highlights the potential benefits and drawbacks of operational transparency.