21 May 2023
Our Company Has No Heart Based on a Real Case Relating to Company Culture “We have a problem. Our staff...
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30 May 2022
Waiting for the next “great innovative product idea” may never get you one step closer to a higher level of...
22 Mar 2021
“Voice of the Customer” – VOC in short – is a key topic in all kind of customer service, TQM...
5 Mar 2021
The Moment of Truth is the short time frame when a customer experiences the product or service that many people...
16 Aug 2020
When times are a bit tougher, we still have the memories of the terrific times everyone could experience in the...
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...
29 May 2012
You will know when Six Sigma is finally part of your organisation’s bloodstream because it will no longer be necessary...
15 Apr 2012
Lean application outside of the manufacturing sector is frequently met with scepticism. Oft cited reasons are that service providers do...
28 Jan 2012
Strategy Deployment is Key Strategy Deployment is as Important as Having the Right Strategy. Developing a compelling vision and mission...
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...
1 Feb 2011
A team spends months on improving customer-facing branch processes of a bank. After benchmarking with sister companies across the world...
1 Dec 2010
There are several invaluable lessons learnt during the different phases of YOG. A significant task has been the recruitment, preparation...
1 Dec 2010
I was chatting with a friend of mine who is in a senior leadership position. He wanted to implement a...
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