Posts from July 2012

Customer Service needs Leadership
Catégories: -Service Client et Support Informatique-

Christoph Goldenstern, Global Vice President and Principal with Kepner-Tregoe, explores the concept of Customer Lifetime-Value a bit further

Leadership is what makes it all happen. By that I do not mean the day-to-day execution of plans, projects or budgets (that’s management), but the ability to provide a vision and then create an environment in which teams collaborate to make that vision a reality.

In this context, Service Leaders need to be able to do 3 things: Assess the Current State, Define the Future, Lead the Business Alignment

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Avoiding the Pitfalls of Business Process Improvement
Catégories: -Opérations-

While most organizations take a structured approach to their BPI investment, they fail to carefully manage the steps along the way. Selecting the right BPI project and involving the right people provides a foundation for BPI success.

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Continuous Improvement: Designing Step Change Intervention
Catégories: -Opérations-

When an organization needs to act quickly to ramp up production, reduce costs, or meet other extraordinary changes or goals, Kepner-Tregoe (KT) has developed a process approach for targeted, sustainable change. This effective three-phase model (diagnose—implement—sustain) is a powerful intervention that moves beyond the incremental improvements of CI to target and achieve specific, dramatic improvement

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Manufacturing Excellence: When Continuous Improvement Falls Short
Catégories: -Opérations-

Kepner-Tregoe (KT) has developed both a philosophy and practical project model to enable organizations to address extraordinary threats and opportunities. This is achieved by moving beyond CI with an intervention that focuses on extraordinary, sustainable change.  KT Step Change is a robust three phase model (Diagnose — Implement — Sustain) which guides an organization through assessing the potential for improvement, selecting and scheduling the optimal project mix, and then making sustainable changes to operational practices, processes, procedures and performance expectations.

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