Stephen Nicholson

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

Leadership, Quality Management Systems / business, company, customer, customer requirements, management, organisational objectives

What is Top Management Commitment? This presentation contains images that were used under a Creative Commons License. Click here to see the full list of images and attributions: https://link.attribute.to/cc/244628 Understanding this information is essential for members of your management team, and also important for the rest of your organisation to know that ‘top management’ is …

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Professional Services Case Study – Internal Audit

Case Studies, Quality Management Systems / business, internal audits, key documented procedures, management, management team

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

Customer Experience, Customer Satisfaction, Leadership / business, customer, customer experience, customer service, customers, management, service, staff member

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

Advanced BPM / Outside-In, BPM Articles, Continuous Improvement / business, business process, continuous improvement, management, process, process map

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”, process …

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BP Group Business Process Training badge

Business Process Training by BP Group

Advanced BPM / Outside-In, Training / BP Group, business, business process, Business Process Management, business process training, Certified Process, management, process

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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Uncommon Service – Putting Customers at the Core of Your Business

Book Reviews, Customer Experience, Customer Satisfaction, Employee Experience / business, customer, customer experience, customer service, customers, management, service, service delivery

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 Experience, Customer Satisfaction, Training / customer, customer experience, customer service, customer service employees, customers, service

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

Customer Satisfaction / business, company, customer, customer insights, customers

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

Customer Experience, Employee Experience / business, company, customer, customer experience, customer service, customers, employee engagement, service, successful customer outcomes, touchpoints

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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Touchpoints – improving leadership and employee engagement

Book Reviews, Employee Experience, Leadership / company, customer, customer touchpoints, customers, employee engagement, leadership touchpoints, touchpoints

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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