Just another training program for Microsoft? Please reconsider…

To help Microsoft Corporation’s obsession with customer satisfaction they are training their Customer Service & Support team with the very best “Critical Thinking” tools for issue identification and prioritization. These tools are part of a program to expedite resolution of customer issues and allow them to provide the very best customer care in the business.

 

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Simulation in Operations - Gaining valuable experience without the risk of live issues

Organizations are challenged to provide employees the confidence to execute new skills in crucial live situations without putting operations at risk.  Simulation has shown to be a highly-effective tool that can be tailored to the organization’s unique environment and team dynamics.  

 

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Preparing your employees to be the workforce of tomorrow

Technology is causing considerable disruption to how individuals do their jobs. As you look towards the future to assess your company’s training needs, consider whether this might be the time to invest in the fundamental (and universal) skills your workforce will need to excel in the workforce of the future.

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Quality in modern business: perception vs. performance

The issue of perceived quality vs. performance is becoming increasingly important in modern business environments where customers have greater access to information and opinions not just from th company but from other customers.

 

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5 Execution drivers of operational competitive advantage

Operational excellence isn’t a destination you can achieve in one day but a path, a journey and an aspiration that your company must forever strive towards. It is something that you have control of because the source comes from within your organization.

 

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Professional development is shifting from instruction to coaching

Traditional methods of instruction are ineffective for developing the skills and capabilities of the modern workforce. Coaching produces greater ROI and business results through focusing on individual learners’ needs to ensure long lasting impact.

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Industry 4.0 and IoT: The interoperability challenge

As certain human tasks and roles in manufacturing are being replaced by technology, the implementers of these systems are noticing many IoT devices and components are not designed to integrate well.  This poses a challenge for manufacturers. 

 

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Leveraging Equipment Suppliers to increase uptime

As equipment reliability is so important it really helps to expand your toolbox to include a combination of preventative and responsive services from suppliers. With their help, you can significantly improve your company’s equipment up-time.

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Service Excellence is about customers,not your products

The time has come for companies to re-think their strategy towards customer service, service management and the pursuit of service excellence – shifting focus from internal operations towards the quality and value provided to customers. 

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The impact of culture on CAPA effectiveness

Employees naturally have intrinsic motivation to make their environment better unless that motivation is somehow undermined by an outside source. A healthy continuous improvement culture - that will lead to CAPA effectiveness - starts with enabling and empowering employees.

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