Author Detail

M.S. Krishnan

Joseph Handelman Professor of Business Information Technology; Chair of Business Information Technology
University of Michigan’s Ross School of Business

Dr. M. S. Krishnan ("Krishnan") is Mary and Mike Hallman e-Business Fellow, Area Chairman and Professor of Business Information Technology at the University of Michigan Business School. Dr, Krishnan is also a Co-Director of the Center for Global Resource Leverage:India at the Michigan Business School. Dr. Krishnan received his Ph.D. in Information Systems from the Graduate School of Industrial Administration, Carnegie Mellon University in 1996. He has co-authored the book "The New Age of Innovation: Driving Co-Created Value with Global Networks" with C.K. Prahalad. He was awarded the ICIS Best Dissertation Prize for his Doctoral Thesis on "Cost and Quality Considerations in Software Product Management".

Dr. Krishnan’s research interests include corporate IT strategy, business value of IT investments, and management of distributed business processes, software engineering economics, metrics and measures for quality, productivity and customer satisfaction for products in software and information technology industries. In January 2000, American Society for Quality (ASQ) selected him as one of the 21 voices of quality for the twenty first century. His research articles have appeared in several journals including Management Science, Information Systems Research Information Technology and People, Strategic Management Journal, IEEE Transactions on Software Engineering, IEEE Software, Decision Support Systems, Harvard Business Review, Information Week, Sloan Management Review, Optimize and Communications of the ACM. His article "The role of team factors in software cost and quality" was awarded the 1999 ANBAR Electronic Citation of Excellence. He serves on the editorial board of reputed academic journals including Management Science and Information Systems Research. Dr. Krishnan has consulted with Ford Motor Company, NCR, HIP, IBM, ICICI, NBC, Marketics, Techvoyant, TVS group and Ramco Systems.

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CASE

American Express: A Relationship, Not a Transaction

by M.S. Krishnan

Product Type: Case Publication Date: 12/2012 Product ID#: 1-429-100 Length: 20pages

Jim Bush, Executive Vice President of American Express World Service, was confronted with a challenge in the mid 2000s: After working for Amex for 24 years, he began to worry that the company was focusing too much on cost reduction. Customer service was eroding as the company strove to stay competitive during hard econ...