management

Articles

What Does ‘Top Management’ Commitment Mean for Management Systems?
Let's clear up some confusion, even apprehension, around who is responsible for top management commitment.
Leadership, Quality Management Systems
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…
Case Studies, Quality Management Systems
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…
Customer Experience, Customer Satisfaction, Leadership
Process Mapping – its role in business process improvement
Clearly understanding, defining, and mapping a business process is always the first step down the path of continuous improvement - providing a representation of "the way things are done"
Advanced BPM / Outside-In, BPM Articles, Continuous Improvement