Stephen Nicholson

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Professional Services Case Study – Internal Audit

The Brief: To conduct a series of internal audits for a professional services organisation in line with the requirements of the ISO 9001 Quality Management Systems standard. The organisation had its annual surveillance audit scheduled within four months of contacting us. It’s management system was said to be well documented, but planned internal audits had …

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When Customer Service Fails

Do you know what your customer service staff say to your customers? How are your customers really being treated? Every day, staff are interacting with customers. What impression do customers take away from their experience with your staff? Consider the following interaction between the service staff at a car dealership and a long standing customer …

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Process Mapping – its role in business process improvement

Business process mapping is one of many tools used in developing a process based management system. It provides a pictorial representation of a process. In this context, a business process is a series of steps within a specific activity that combine to produce a required outcome. As a representation of “the way things are done”, …

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Business Process Training by BP Group

BP Group Business Process Training In March 2012, BP Group have scheduled business process training sessions in Australia. Certified Process Professional, CPP, sessions 1&2 have been scheduled in Brisbane, Sydney and Melbourne for March 2012. At the end of March and again in May, sessions have also been scheduled for New Zealand. Business Process Training …

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Customer Service - Uncommon Service

Uncommon Service – Putting Customers at the Core of Your Business

A Refreshing and Pragmatic Approach On How To Deliver Excellent Customer Service “Uncommon Service – How to Win by Putting Customers at the Core of Your Business” By Frances Frei & Anne Morriss Published 2012 By Harvard Business Review Press – Create an environment within your organisation where all employees focus on delivering excellent customer …

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Telco study recognises training requirement for customer service employees

Customer Service Employees Require Training – Customers Deserve Better Customer Service The latest customer service Australian Telecommunications Industry Ombudsman has been released today. Their survey found: more than half of the consumers (55 per cent) surveyed reported contact with their service providers five or more times to try and resolve an issue; more than half …

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5 Questions for B2B Companies to Gain Customer Insights

5 Questions for B2B Companies to Gain Customer Insights It’s a relatively easy thing for a company to say that it is customer focused. It’s quite another to truly understand your customer’s needs. When was the last time you spoke directly with any of your customers in an effort to understand them and listen to …

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Employee Engagement and Amazing Customer Experience

Employee Engagement and Amazing Customer Experience Earlier this month I posted an article about Employee Engagement Awareness on the Rise, and more recently I noted the release of a new book, Touchpoints – Improving Leadership and Employee Engagement by Douglas R. Conant (2011), CEO of Campbell Soup Company. Recently I read the book Employees First, …

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What Does ‘Top Management’ Commitment Mean for Management Systems?

3-Minute Video Explanation Click the video below to watch a short explanation of top management commitment, or scroll down to read this article. What is Top Management Commitment? There’s often some confusion, even apprehension, within organisations when asked about top management commitment in the context of one of the ISO management system standards. Who Is …

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Touchpoints – improving leadership and employee engagement

Touchpoints – improving leadership and employee engagement When I first saw a reference to the new book, TouchPoints by Douglas R. Conant (2011), CEO of Campbell Soup Company, I immediately thought of “Moments of Truth” by Jan Carlzon (1987), CEO of Scandinavian Airlines. Touchpoints and Moments of Truth I had always thought of touchpoints as …

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