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Two companies that succeeded in making the Lean transformation, Husqvarna, a manufacturer of commercial turf care equipment, and American Standard, a multi-billion dollar, global, diversified manufacturer, are illustrative of "lessons learned" over the years. |
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Thursday, 18 January 2007 |
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Laws and procedures that prevent different public services from sharing their customers' personal details should be reviewed to bring customer care in the public sector up to the best private sector standards. |
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Tuesday, 16 January 2007 |
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The final quarter of 2006 was the worst fourth quarter in five years for value of outsourcing contracts awarded. According to the latest Quarterly Index from TPI, Outsourcing providers face increasing challenges in 2007 |
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Monday, 15 January 2007 |
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Outsourcing has since become a watchword of corporate America's continuous and heartless quest for cost cutting and downsizing. What was the threat of Japan in the '70s and '80s became Mexico for the '90s, and more recently it has been China and India. |
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Monday, 15 January 2007 |
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There have been the rumblings of a seismic shift in the employee engagement and internal communications arena for several years now. Digital technologies are expanding our opportunities, consumer power and influence grows apace, and traditional organisational structures and hierarchies creak under the strain of 21st century business velocities. |
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Friday, 12 January 2007 |
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2006 was the year when Web 2.0 generated a following in the business community. I think 2007 will be the year when it really starts to change how those companies think about managing their customers. |
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Thursday, 04 January 2007 |
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There's a big and growing services opportunity awaiting on-demand solutions providers. If I was looking for a business to start in 2007, I don't think I would start out writing any code at all. Instead, I might look at what's already out there and figure out how to help customers do better with it. |
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Wednesday, 03 January 2007 |
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Traditional methods of measuring customer satisfaction can be inaccurate and misleading. With your business's success and reputation at stake, it pays to get your research right |
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Tuesday, 02 January 2007 |
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Cut contact center operating costs, reduce churn rates, and up flexibility--a serious look at the at-home agent model. |
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Wednesday, 27 December 2006 |
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Approximately $565 million will be spent in 2007 on e-service, CRM, contact centre and field service technologies by large technology companies (those with more than $1 billion revenue) |
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Tuesday, 26 December 2006 |
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