- Watch out, our brain is playing games. Full Article
Why customer satisfaction is dependent on critical thinking
Firefighters sometimes lose their lives because of a loss of Situational Awareness.  Situational Awareness is the ability to capture the clues and cues, and see bad things coming in time to change the outcome. In IT support Situational Awareness can be hard to maintain in high stress situations, and some simple actions can help teams drive more successful outcomes with small changes to their environment and working practices.
- The Dutch Red Cross Transitions to a Professional Project Organization
With the slogan “Clear Thinking for a Complex World,” Kepner-Tregoe is helping organizations to bring clarity to the way they are working. This leads to tangible results, as the Dutch Red Cross demonstrates.
- Developing a Thinking Organization. Part I
How do thinking patterns shape our lives? The author explores thinking patterns, how they can be changed, and how organizations can maximize today’s scarce resources by building brainpower and creating a thinking organization.
- Developing a Thinking Organization. Part II
Part II of how thinking patterns shape our lives. The author explores thinking patterns, how they can be changed, and how organizations can maximize today’s scarce resources by building brainpower and creating a thinking organization.
- Manufacturing as a Competitive Advantage
Continuous Improvement programs are evolutionary but manufacturers need more to stay competitive. This article discusses how a temporary influx of effort, focused on high-priority improvement opportunities, can create step-change improvements.
- The Path to Operational Excellence
The characteristics of Operational Excellence (OE)—improved quality, capability, shorter lead times, increased service levels and lower cost—are best achieved when organizations consider five key execution drivers. The author discusses these drivers critical role in achieving OE.
- Driving Zero Harm with Efficiency Improvements in Contractor Management
In this mining industry case study, KT’s robust project management and issue resolution tools were integrated into daily contractor management practices to ensure safety and efficiency on site.
- Making the Line Work Harder
KT partner, Lineview Solutions, partners with KT to improve efficiencies in highly automated bottling and packaging environments. This case study shows how Coca Cola Enterprises worked with KT and Lineview to improve their highly automated line.
- Closing the 21st Century Service Capability Gap
Complexity leaves service organizations with a widening gap between the capability of the technology and their understanding of it. The author shows how top support organizations narrow the gap by focusing on three areas: people, processes, and performance.
- Complaint Handling
Customer complaints can be a significant source of information to control costs and actually enhance customer satisfaction. Using case studies and examples, the author demonstrates how a systematic approach to customer service can improve business results.
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