Decoding the Augmented Intelligence Matrix for Operational Excellence in the Digital Era

By Vijaya Sunder M, Joshi Diti
California Management Review (Insight) | November 2023

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cmr.berkeley.edu/2023/11/decoding-the-augmented-intelligence-matrix-for-operational-excellence-in-the-digital-era/

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Sunder M, Vijaya., Diti, Joshi. Decoding the Augmented Intelligence Matrix for Operational Excellence in the Digital Era California Management Review (Insight) cmr.berkeley.edu/2023/11/decoding-the-augmented-intelligence-matrix-for-operational-excellence-in-the-digital-era/.

California Management Review (Insight), 2023

Abstract

In the ever-evolving landscape of business operations, the emergence of augmented intelligence, which represents human-machine collaboration, is more than just a technological leap; it’s a fundamental shift in strategy and execution. As the boundary between human expertise and artificial intelligence blurs, managers find themselves at the forefront of a transformative era. They face the challenge of making precise decisions, fostering innovation, and driving operational success in an age where human expertise converges with AI sophistication. To address this need, we introduce the Augmented Intelligence Matrix, a practical framework designed to guide managers committed to operational excellence in today’s digital era.

Vijaya Sunder M is an Assistant Professor of Operations Management (Practice) and Programme Director of the Operational Excellence for Leaders Programme at the Indian School of Business (ISB). He also serves on the advisory board of ISB’s Executive Fellow Programme in Management and Executive Education. Previously, he was Chair of the Experiential Learning Programme (2022-2025), Academic Director of the Centre for Business Innovation (2023–2024), and a BAT Research Fellow (2021–2023).

He holds a PhD in Operational Excellence from IIT Madras and brings over 18 years of industry experience from global corporations. He has served as Head of Business Process Excellence at the World Bank Group, Assistant Vice President at Barclays, and Quality Leader at American Express and Citi.

Professor Sunder’s research focuses on operational excellence, project management, behavioural operations, and human-AI collaboration. He has authored three books and published scholarly research in leading journals, including Production and Operations Management, Journal of Operations Management, International Journal of Operations & Production Management, International Journal of Production Economics, International Journal of Production Research, Journal of Business Research, and IEEE Transactions on Engineering Management. His articles have also appeared in Harvard Business Review, California Management Review, Stanford Social Innovation Review, Management and Business Review, and Rotman Management. His teaching case studies, published by Harvard Business Publishing, are among the bestsellers.
Professor Sunder has received several prestigious honours, including ASQ’s Global Crosby Award, IAQ’s

Walter E. Masing Award, and recognition as one of PEX Network’s (IQPC) Top 50 Operational Excellence Thought Leaders worldwide. In 2025, he was featured in Business Mint’s 50 Under 50 Brightest Minds of India for his contributions to the field of Operational Excellence. He is also a recipient of IIT Madras Best Researcher Award in 2018, the Quality Champion Award (Gold category) by the Quality Control of India (QCI), Ministry of Commerce & Industry, Government of India in 2022, and the Financial Times Responsible Business Education Award (Runner-up) in 2022.

At ISB, he teaches PGP, Executive MBA, and PhD courses such as Business Process Excellence, Operational Excellence, Digital Transformation in Services, Project Management, and Operations Management. He has won multiple “Professor of the Year” – Best Teacher: Teaching Excellence Awards for the PGP core and elective courses for the Class of 2021 (one award), Class of 2023 (two awards), Class of 2024 (one award), Class of 2025 (three awards), and the AMPH Class of 2024 (one award).

A TEDx speaker and sought-after keynote presenter, Professor Sunder has trained over 10,000 business executives worldwide and is widely known for his innovative and experiential pedagogies.

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