In this new age of customer service, there are those who argue that canned “scripts” are the direct opposite of great service. Customer service should be a conversation instead of a cold, formal and lifeless play on words.
So, one ask, how is Customer Service and Supply Chain intertwined. With customer service the aspiration is to stand out from the crowd – surpass the competition and become indispensable. Continue reading
Probably one of the most recognized but least understood disruptive technologies for Risk Management in the 2020’s is Big Data.
This is the 2nd in the risk analytics series covering the Top 10 Disruptive Technologies that will change Risk Management as we know it being:
10. Scenario Analysis – to provide operational management with decision marking collateral
9. Big Data – to identify trends and evolving risk Continue reading
There has never been a shortage of trends. The real problem for you is figuring out which ones will happen so that you know where to place your strategic bets. I have been publishing a list of top trends since 1983, as well as speaking and writing about their future impact, and if you have read any of my seven books or thousands of articles over the decades, you know they have been highly accurate. Continue reading
The competitive advantage for businesses in the 20th Century was centered around the efforts related to process excellence – making the processes throughout a business as efficient and as effective as possible. And this was accomplished using a variety of disciplines including (but not limited to) Lean, Six Sigma, Theory of Constraints, and so on. Continue reading
After more than 5 years in the making and thousands of comments received from representatives of 54 participating and observing countries as well as multiple liaison organizations, updated ISO 31000 standard is going through the final stages of feedback and will likely be published in early 2018.
In this short article I will attempt to summarize key changes to the most popular in the world risk management standard ISO31000 and how will the changes impact businesses. Continue reading