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Designing Sustainability

February 20, 2015

As an implementation based consultancy we ensure that the changes we advised are not only achieved during our engagement, but also sustainable after our departure. Therefore sustainability takes the front row seat throughout the engagement. Sustainability needs to be designed – what do we mean by that? It needs a clear understanding of the people… read more →




Customer Contact Centers in the Communication Age

February 13, 2015

We are currently in the communication age.  We want to do what we want, when we want it and generally expect to get instant feedback.  Customers expect a high level of service at a low cost. Contact centers are investing in IT integration platforms, avatars, self-service platforms, mobile websites, mobile apps, not to mention productivity… read more →




Should Your Customer Experience Feel Like The Dentist Chair?

February 5, 2015

If you work for an insurance company we will make the assumption that you do not own an insurance policy.  If not, we suggest you try buying one and then return to this article. If you are anything like us, dealing with an insurance company; whether it’s for your car, house or even your health,… read more →




Inventory: Safety Stock and Reorder Levels

November 25, 2014

Supply chain optimization can be achieved on many levels: strategic (1-5 years), tactical (6-12 months) and operational (several weeks to 6 months). One of the operational areas that always provides an opportunity to improve the bottom line of any supply chain is, inventory  




Four Pillars for Building an Effective Team

September 26, 2014

Jack Welch once commented “My job is not to go to Louisville to pick out loose handles or compressors for refrigerators. My job is people, resources, and ideas.” Human resource is a critical part in an organization and no company can move forward without managing its human capital effectively. It’s not enough for managers to… read more →




Managing Change

August 14, 2014

Many organizations fail to plan or include several critical components when implementing changes to their operations.  As a result, even the simplest of changes often encounter resistance, significant delays, and fail when being executed.  A Management Consultant’s ability to strategize and create buy-in from key stakeholders often determines the likelihood of successful change management.




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