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Just some weeks ago, I filed my tax in Singapore. It took me about twelve minutes at my computer at home on a Sunday afternoon in April. It was not…
Just some weeks ago, I filed my tax in Singapore. It took me about twelve minutes at my computer at home on a Sunday afternoon in April. It was not…
Survey data should be analysed with different tools at the same time in order to find the most appropriate method to show “patterns in data” that lead to conclusions. The Kano analysis or the Jaccard index offer additional insights into survey data.
Remember: Attaining the data is expensive, analysing them is cheap.…
Building a dashboard is a project itself. The ongoing review and adjustment is as important as changing strategy or processes. Reading business indicators is a management task. Using dashboards combined with effective process management and improvement interventions ensures the organisation’s continuous renewal.…
“Why do we need a Competency Profiling? We have SOPs. That should be enough” was one of the statements I heard from a colleague. Here is some rational explaining why…
Lean application outside of the manufacturing sector is frequently met with scepticism. Oft cited reasons are that service providers do not ‘manufacture’ anything and that there is no ‘production line’…
“Voice of the Customer” – VOC in short – is a key topic in all kind of customer service, TQM or Lean Six Sigma training and related project work. There…
The Moment of Truth is the short time frame when a customer experiences the product or service that many people have prepared often over many months. It is the moment…
Developing a compelling vision and mission statement as well as a sound strategy is vital for any organisation. Equally important is the translation of the strategy into the day-to-day business. This step…
Ting is a sophisticated traditional Chinese character that exemplifies the most important activity related to customer service in an impressive way: Listening. The old Chinese already knew that by listening you open your ears (not the mouth), you treat the speaker as a king, focus wholeheartedly with 100% attention.…
Two weeks after joining Central Bank in Germany, I spend a full week in the so-called Black Belt Training by TE Capital Europe. Black Belts are the project managers for…
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