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May 2008

Reducing Customer Service Contacts

by Pete Abilla on May 26, 2008

In some organizations, the Customer Service function is largely viewed as a cost center, draining resources of the firm. I maintain that this perspective is what less mature companies support. More mature companies and, subsequently the more successful ones, understand the strategic fit of Customer Service in the overall value chain and it’s functional role [...]

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It’s the People also, not just the Tools

by Pete Abilla on May 11, 2008

lean manufacturing, respect for people

I spoke at a Lean Six Sigma conference last week, held in Chicago. The conference was packed with Supply Chain, Logistics, Fulfillment, Manufacturing, Transportation, Healthcare, and Service executives. During the conference, I heard a lot of chest-beating, neutron-jack-welch type of comments and also a lot of focus and emphasis on the “tools” of Operational Excellence. [...]

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