22 Mar 2021
“Voice of the Customer” – VOC in short – is a key topic in all kind of customer service, TQM...
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5 Mar 2021
The Moment of Truth is the short time frame when a customer experiences the product or service that many people...
4 Apr 2018
Just some weeks ago, I filed my tax in Singapore. It took me about twelve minutes at my computer at...
18 Apr 2016
Strategic workforce planning is the process of matching workforce demand and supply over a foreseeable time period. Organisations conduct workforce planning...
18 Sep 2015
Building a dashboard is a project itself. The ongoing review and adjustment is as important as changing strategy or processes....
23 Nov 2014
"Why do we need a Competency Profiling? We have SOPs. That should be enough" was one of the statements I...
15 Apr 2012
Lean application outside of the manufacturing sector is frequently met with scepticism. Oft cited reasons are that service providers do...
31 Oct 2011
Ting is a sophisticated traditional Chinese character that exemplifies the most important activity related to customer service in an impressive...
11 Apr 2011
Two weeks after joining Central Bank in Germany, I spend a full week in the so-called Black Belt Training by...
15 Aug 2010
Especially in service organisations, productivity is usually quite low due to a lack of efficiency caused by a missing focus...
1 Jun 2010
Increase in productivity can be achieved in multiple ways. The myth of implementing IT support as cure-all for productivity problems...
20 Apr 2010
Some time ago, I was facilitating a Six Sigma project group involved in solving a process challenge. This group had...
26 Feb 2010
New undertakings or experiences are always challenging at first. This is no different when Schenker Singapore (Pte) Ltd, a transportation...
30 Jan 2010
A typical Friday evening starts with a family dinner in a nice atmosphere. This time we decide to visit one...
21 Jul 2009
The job of purchasing is obviously to source for reliable suppliers who deliver products conforming to specification on time within...
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