The Missing Link
The Service Promise and Delivery
Every day, the media feature stories of customers experiencing how organisations – both private and public – fail to live up to their service promises. This may seem uncalled for, since considerable resources are spent on both designing these services and operating an efficient service delivery.
Operations management made simple
As specialists, we tend to make operations management more complex than necessary. What leaders really need in their work with operations management is simplicity and overview rather than a vast number of tools.
Numbers, local operations management and local operations
Performance management is about making the important measurable, not about making the measurable important
Performance Management – Breaking the code
In the changing world of management, full of acronyms and buzzwords, it is encouraging that, after all, there are still concepts with so much substance to them that they are just as relevant today as they were 10 or 20 years ago. However, they are often underestimated – perhaps because they are so obvious.