
Our Company Has No Heart Based on a Real Case Relating to Company Culture “We have a problem. Our staff...
Our Company Has No Heart Based on a Real Case Relating to Company Culture “We have a problem. Our staff...
Waiting for the next “great innovative product idea” may never get you one step closer to a higher level of...
“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...
When times are a bit tougher, we still have the memories of the terrific times everyone could experience in the...
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...
You will know when Six Sigma is finally part of your organisation’s bloodstream because it will no longer be necessary...
Lean application outside of the manufacturing sector is frequently met with scepticism. Oft cited reasons are that service providers do...
Strategy Deployment is Key Strategy Deployment is as Important as Having the Right Strategy. Developing a compelling vision and mission...
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...
A team spends months on improving customer-facing branch processes of a bank. After benchmarking with sister companies across the world...
There are several invaluable lessons learnt during the different phases of YOG. A significant task has been the recruitment, preparation...
I was chatting with a friend of mine who is in a senior leadership position. He wanted to implement a...
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