Achieving Operational Excellence Through People: Delivering Superior Value to Customers, Employees, and Shareholders


This program is designed to help senior executives of service businesses—especially those responsible for HR, operations, and customer experience—create and implement an integrated set of strategies that delights customers and keeps them loyal; engages a workforce and helps them find meaning and dignity in their work; and drives high performance and revenue.

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  • Alba Contreras R: The Good Jobs Strategy is a fantastic model to help leaders and organizations focus on achieving operational excellence through people. Create value for customers, employees and investors simultaneously.

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Lessons in Engaging Your Employees to Boost Your Bottom Line (podcast episode)

A supply chain expert shows that happy, motivated workers can make big profits for big box companies - that the service and retail industries can provide well-paying jobs, compete on costs, and win. We speak with Zeynep Ton, Professor of Operations Management at MIT Sloan, author of "The Good Jobs Strategy" and founder of the Good Jobs Institute, about how good jobs can be great for business, and what it means for the future of work.

Harvard Business Review's BIG IDEA

Better pay and more opportunities. Your workers want those things. So should you.

Good Jobs Institute

Founded by MIT Professor Zeynep Ton, the nonprofit Good Jobs Institute was established to spread the Good Jobs Strategy in low-wage service industries. The aim is to help and learn from business leaders who want to improve the jobs and lives of their employees in a way that improves performance and competitiveness of their companies.


The Good Jobs Strategy: Why Good Jobs Are Good For Business
Understand how organizations can manage their operations so that both the employer and the employee win.