The Mack Institute’s Spring Conference 2019 examined how companies are using new technologies and a “connected strategy” to improve the customer experience.…Read More
Mack Institute Co-directors Nicolaj Siggelkow and Christian Terwiesch talk about their new book with Knowledge@Wharton.…Read More
Mack Institute Co-directors Nicolaj Siggelkow and Christian Terwiesch offer a path to strengthening long-term buyer loyalty, from customer engagement to cost-effective delivery.…Read More
Read an excerpt of Connected Strategy, the new book that shows how companies can design high-quality customer experiences while improving operational efficiency at the same time.…Read More
Secure messaging, or “e-visits,” between patients and providers has sharply increased in recent years, and many hope they will help improve healthcare quality, while increasing provider capacity. Using a panel data set from a large healthcare system in the United States, we find that e-visits trigger about 6% more office visits, with mixed results on phone visits and patient health.…Read More
Mack Institute co-director Christian Terwiesch has co-authored two new studies related to technology and health care. The first, which examined the impact of e-visits on primary care, found some surprisingly negative results about connectivity.…Read More
The Penn Wharton Commercialization Workshop brought together 33 researchers from across the university to learn how to bring their ideas to market.…Read More
Three of our faculty directors have been honored with 2015 Excellence in Teaching Awards.…Read More
The Mack Institute Fall Conference 2014 examined how rapid advances in technology continuously change the way that organizations innovate.…Read More
One key piece of the Mack Institute’s mission is to enable innovation across the Penn community. To that end, on November 7th the institute hosted the first of its Innovation Clinics, a workshop series aimed at the intersection of medicine, engineering, and business.…Read More
Wharton faculty discuss the term “disruptive innovation,” assessing its intended use and where that use has gone astray due to misapplications of the concept. …Read More
A groundbreaking study that assesses the potential impact of Massively Open Online Courses (MOOCs) on MBA programs.…Read More
Co-director Christian Terwiesch and his colleagues make the case that when it comes to innovation in healthcare, importing solutions from other industries should take a backseat to “insourcing,” seeking insight from clinicians within the healthcare system itself.…Read More
Across industries both old and new, “innovation” is emerging as something of a buzzword. A recent Philips white paper, “From Insight to Impact: Realizing the Potential of Innovation,” seeks to redefine it as more than just a tool for gaining competitive advantage. Emphasizing the idea of “high impact innovation”—an advance…Read More
Customers often face frustrating service experiences, from long lines to grumpy employees. However, what do these frustrations look like from the lens of service providers? Hosted by Mack Institute Co-Director and Professor of Operations and Information Management Christian Terwiesch and Professor of Operations and Information Management Marshall Fisher, the show…Read More
In a recent article for Quartz, author Jay Bhatti tackles the finicky issue of the MBA. Regarded as a step on the ladder toward corporate greatness, the MBA has long been considered a necessary degree for hopeful entrepreneurs. Lately, though, industry players have begun to question the true benefits of…Read More
In a wide variety of settings, organizations generate a number of possible solutions to a problem—ideas—and then select a few for further development. We examine the effectiveness of two group structures for such tasks—the team structure, in which the group works together in time and space, and the hybrid structure, in which individuals first work independently and then work together.…Read More
