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Improving customer service
In: Strategic Direction 25 (2008) 1, pp. 5-9
writer who adds their own impartial comments and places the articles in context. Findings – Of all the training and …. Because while evidence shows that most organizations take their customer service training seriously, doubt persists as to … situation be remedied? Simple. By ensuring that training addresses each aspect of customer contact. This involves developing …
Persistent link: https://www.econbiz.de/10015010336
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Where do leaders lead us?
In: Strategic Direction 25 (2009) 6, pp. 22-25
Purpose – The purpose of this paper is to review the latest management developments across the globe and pinpoint practical implications from cutting‐edge research and case studies. Design/methodology/approach – This briefing is prepared by an independent writer who adds their own...
Persistent link: https://www.econbiz.de/10015010396
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Creating a winning R&D culture – 1
In: Strategic Direction 25 (2009) 7
Persistent link: https://www.econbiz.de/10015011409
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The chip revolution at Frito‐Lay
In: Strategic Direction 18 (2002) 2, pp. 8-10
and training to transform operations at its Kern County, california plant, where over 750 people are employed. A series of …
Persistent link: https://www.econbiz.de/10015009552
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A nameless approach to change
In: Strategic Direction 18 (2002) 6, pp. 9-11
, and we’ll be left with two weeks’ worth of training to attend! or … What amazes me about this organization is the way …
Persistent link: https://www.econbiz.de/10015009583
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ICP and the Co‐op’s mission uncompleted
In: Strategic Direction 19 (2003) 10, pp. 22-24
Perhaps the best summary of how ICP and the Co‐op Group handled their joint project in 2000 can be taken from an internal memo from ICP’s development manager: “please be prepared for the s**t to hit the fan”. The Co‐operative Group, one of the largest retailers in the UK, and ICL,...
Persistent link: https://www.econbiz.de/10015009655
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What makes Singapore Airline a service champion?
In: Strategic Direction 19 (2003) 4, pp. 26-28
Singapore Airlines (SIA) is consistently recognized as the world’s “best” airline. It is regularly voted “best business class”, “best cabin crew service”, “best in‐flight food”, “best for punctuality and safety”, “best for business travelers”, “best air cargo...
Persistent link: https://www.econbiz.de/10015009705
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Building a “lean” knowledge base
In: Strategic Direction 20 (2004) 4, pp. 28-30
Few can doubt the complexity of achieving a true “lean” manufacturing operation. While a growing number of UK plants now seem capable of achieving a significant step forward in manufacturing performance, through the introduction of major process and “culture” improvements, actually...
Persistent link: https://www.econbiz.de/10015009787
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Technical training: a job for the specialist consultants
In: Strategic Direction 22 (2006) 4, pp. 24-25
impartial comments and places the articles in context. Findings – Work‐based training in commercial enterprise requires a high …) are recognized as specialists in the field of bespoke materials handling equipment training and can provide tailored …
Persistent link: https://www.econbiz.de/10015010011
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Leading people through change
In: Strategic Direction 23 (2007) 5, pp. 20-23
involved in change initiatives. Suggests strategies that might be adopted in terms of pay, internal communications and training …
Persistent link: https://www.econbiz.de/10015010142