Article on how SAPA Group's 8D complaint handling processes balance cost and customer loyalty. Gluu has applications to do this…
This five tips about complaint handling will establish loyalty. It's really important to handle complaints the right way and for…
A case study with a Danish Road Service Operator about their process documentation tool and how they work with Quality…
This is a case on quality management that meets ISO 9001 requirements. It's the first in a series of cases…
80-90% of all ISO 9001 certified organizations were only certified because regulatory and/or customer pressure forced them into this. In…
Most people understand integrity is crucial to forming lasting relationships with others. However, in business, this is a rare topic.…
If BPM is failing then what does the path to failure look like? This is the 2. part of a…
If BPM is failing then what does the road to failure look like? BPM's successes are widely promoted. Its failures…
Large companies have invested Billions of dollars in software, in process excellence teams and in consulting for continuous improvement. After…
Why don't service companies invest in productivity tools - just like manufacturing companies? Peter Drucker estimated ten years ago that…