Customer Service needs Leadership

Sustaining customer relations is the core premise of Customer Lifetime-Value, or CLV. Learn the three things service leaders should do; assess the current state, define the future, and lead the business alignment.

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Driving Operational Excellence

Avoid 12 common pitfalls of Business Process Improvement (BPI) which can lead to project failures.  The foundation to BPI success lies in selecting the right project and involving the right people.

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Avoiding the Pitfalls of Business Process Improvement

While most organizations take a structured approach to their BPI investment, they fail to carefully manage the steps along the way. Selecting the right BPI project and involving the right people provides a foundation for BPI success.

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Continuous Improvement: Designing Step Change Intervention

When an organization needs to act quickly to ramp up production, reduce costs, or meet other extraordinary changes or goals, Kepner-Tregoe (KT) has developed a process approach for targeted, sustainable change. This effective three-phase model (diagnose—implement—sustain) is a powerful intervention that moves beyond the incremental improvements of CI to target and achieve specific, dramatic improvement

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Manufacturing Excellence: When Continuous Improvement Falls Short

Kepner-Tregoe (KT) has developed both a philosophy and practical project model to enable organizations to address extraordinary threats and opportunities. This is achieved by moving beyond CI with an intervention that focuses on extraordinary, sustainable change. KT Step Change is a robust three phase model (Diagnose — Implement — Sustain) which guides an organization through assessing the potential for improvement, selecting and scheduling the optimal project mix, and then making sustainable changes to operational practices, processes, procedures and performance expectations.

Rating: 4 stars