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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27 Jun 2020
Great, We Have Improved … or Not? About Sampling and Confidence Intervals Many companies spend considerable amounts of money on...
29 Nov 2018
MYTH: LEAN SIX SIGMA HAS MANY TOOLS I DO NOT NEED. Certainly, life is much easier without the need to...
17 Mar 2018
Survey data should be analysed with different tools at the same time in order to find the most appropriate method...
27 Feb 2018
Your staff members complain about having too much work, the proportion of people on short-term sick-leave is consistently above average...
31 Oct 2011
Ting is a sophisticated traditional Chinese character that exemplifies the most important activity related to customer service in an impressive...
1 Feb 2011
A team spends months on improving customer-facing branch processes of a bank. After benchmarking with sister companies across the world...
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...
1 Nov 2009
Everyone, undoubtedly, has had the unenviable honour of experiencing ‘bureaucratic government processes.’ Be it applying for your first ID or...
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