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