Case studies | Quality management (QHSE)
Article on how SAPA Group’s 8D complaint handling processes balance cost and customer loyalty. Gluu has applications to do this simply.
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 | Process governance | Quality management (QHSE)
A case study with a Danish Road Service Operator about their process documentation tool and how they work with Quality Management in practice.
Case studies | Lean management | Quality management (QHSE)
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.
Lean management | Quality management (QHSE)
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?
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.
Perspective | Process management
If BPM is failing then what does the path to failure look like? This is the 2. part of a story about a company that did everything right and still ended up failing.
If BPM is failing then what does the road to failure look like? BPM’s successes are widely promoted. Its failures are hidden. Sometimes we can learn more about a failure than a success. This is a story about a company that did everything right and still ended up failing.
Perspective | Process management
Large companies have invested Billions of dollars in software, in process excellence teams and in consulting for continuous improvement. After storing thousands of complex process diagrams in databases it is time to stop and think. Did it work?
Why don’t service companies invest in productivity tools – just like manufacturing companies? Peter Drucker estimated ten years ago that the service sector of today is where industry was in 1900. This post is about why and how you can start.