Complaint Handling Processes at SAPA Group
Article on how SAPA Group’s 8D complaint handling processes balance cost and customer loyalty. Gluu has applications to do this simply.
Complaint handling – Five tips to establishing loyalty
This five tips about complaint handling will establish loyalty. It’s really important to handle complaints the right way and for that need the right tool.
Case studies | Quality management (QHSE) | SOPs & work instructions
A Road Service Operator’s Process Documentation
A case study with a Danish Road Service Operator about their process documentation tool and how they work with Quality Management in practice.
The state of ISO 9001:2015 in small businesses
This is a case on quality management that meets ISO 9001 requirements. It’s the first in a series of cases that are based on conversations with European companies. With this series we want to show the many ways companies work with management systems and processes.
Is your ISO 9001 certification just for the wall?
80-90% of all ISO 9001 certified organizations were only certified because regulatory and/or customer pressure forced them into this. In such organizations the management system is often only on the agenda when an audit is coming up. At that time a few people scramble to update dated documents to reflect reality. Will the coming ISO 9001:2015 change this?
Quality management tools
Most people understand integrity is crucial to forming lasting relationships with others. However, in business, this is a rare topic. This post will argue that a company’s integrity depends on its ability to keep its quality system (e.g. ISO 9001: 2008) up-to-date.
Lean management | Process improvement
How to avoid daily routines taking over
Businesses often slow when they reach 20, 30 or 50 people. Why? This post argues that it happens when operations gradually consumes most of the time to lead. The company never becomes process-driven.
Lean Management in Sales at Multinational
When customers start demanding solutions and services rather than mass produced products, then this requires new organizational competencies and processes . See how a Process Community™ can support the implementation of new processes in a manufacturing company.
Why training is not a knowledge transfer tool
Most training fails as a knowledge transfer tool—learn why daily, work-embedded learning beats courses for lasting impact.
Lean management is about paying attention to detail
There is a saying that “the devil is in the detail.” It is indeed the detail that often makes the difference. It’s the detail that is the hard part. Success comes from attention to all the little details that make move things forward.
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