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Management Strategies

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Seven Criteria for Effective Customer Service Standards

Seven criteria make a customer service standard effective. Start by reviewing your current standards against this list and revamp the ones that need it. Effective standards need to be as follows: [more…]

Develop Service Standards in Four Simple Steps

The key to developing efficient customer service standards is organizing the process into bite-sized pieces. Here are four steps for developing efficient customer service standards. [more…]

Evaluate the Effectiveness of Your Customer Service

Customer service is a broad term. When trying to determine how effectively you are meeting the needs and demands of your customers, several areas need to be analyzed. The following sections look at each [more…]

How Efficient Are Your Customer Service Responses?

Do your customers’ inquiries get resolved within a few minutes of asking a question or submitting a request? If they are required to ask multiple questions, or have to be routed to different specialists [more…]

Do You Need Customer Service Goals?

Often companies talk about their number one goal of satisfying customers, but they don’t establish customer service goals. Without goals for customer service, there can be problems between organizational [more…]

Business Efficiency and Time Goals

When you think about your organization's efficiency and time goals in regard to customer service, most people immediately think: “On-time delivery! Of course! What else is there?” But, as you will see, [more…]

Two Tips for Setting Efficient Customer Service Goals

Inefficient customer service when taking orders or addressing complaints can and will bankrupt a company faster than any other type of failure. Focusing on how efficiently you service your customers and [more…]

Measure Customer Service Efficiency

So, what determines efficiency in your business as far as customer service? Setting goals that describe exactly what you want to happen also involves measuring whether or not these goals are being met. [more…]

W. Edwards Deming's PDCA Cycle for Continuous Improvement

W. Edwards Deming popularized a tool called the PDCA cycle for continuous improvement. Managerial accounting runs in cycles of different lengths. Certain sales reports and controls may be repeated every [more…]

Alternative Work Arrangements

One of the most popular management concepts of recent years has been the scheduling concept known as alternate work arrangements. Broadly speaking, an alternate work arrangement is any scheduling pattern [more…]

Methods for Measuring Employee Effectiveness

All performance appraisal systems are driven by the same objective: to establish a systematic and efficient way of evaluating performance, providing constructive feedback, and enabling employees to continually [more…]

Tips for Clearly Documenting HR Policies

Even if your company has only a handful of employees, keeping your basic procedures and policies well documented is always a good business strategy. Whatever effort may be required to get basic company [more…]

Tips for Building Balanced Scorecard Dashboards

A key component of the balanced scorecard strategy is building dashboards to quickly reveal analysis results. Here are some tips for making dashboards that work for your business without wasting time or [more…]

Building the Balanced Scorecard for Your Business

Building your balanced scorecard strategy requires that you take these fundamental steps so that it will be strong and deliver the benefits you want and need for your business to thrive and grow: [more…]

Why Use the Balanced Scorecard Strategy?

Sometimes you have to convince people to use the balanced scorecard approach, and often, you have to keep reminding people why such an approach can benefit your company and its goals. If you find yourself [more…]

Top Five Balanced Scorecard Analysis Tips

Analysis is a vital part of a business's balanced scorecard strategy and is something you'll be doing often. Here's how to keep your analysis running in the right direction: [more…]

Balanced Scorecard Strategy For Dummies Cheat Sheet

The balanced scorecard method is a business analysis technique that translates an organization's mission and vision statements and overall business strategies into specific, quantifiable goals. This technique [more…]

What Is Social Collaboration?

Social collaboration comprises social networking and social media for the purpose of getting work done in a business or enterprise setting. The collaboration part is just as important as the social part [more…]

How Social Collaboration Can Help Your Business

By definition, an enterprise social network has different goals than a public social network or any consumer website. Some reasons why organizations invest in social collaboration include: [more…]

Social Collaboration: More Than Cloning Facebook

Many social collaboration advocates are wary of the easy and obvious comparison to Facebook, which has positive but also some negative connotations. To describe a corporate collaborative application [more…]

How to Make Social Networking Serve Business Purposes

Using social collaboration isn't for the sake of socializing. If employees become friends through the network and then go out after work hours, that's wonderful and may even have soft benefits for the [more…]

Distinguish between Social Collaboration and Social Networking

Social collaboration and social networking are different animals. Whenever a buzzword runs hot in the information technology world, marketing folks rush to apply that term to their products, whether it [more…]

How Social Collaboration Compares to E-Mail

Social collaboration addresses some of the weaknesses of e-mail, particularly the use of mailing lists, broadcast messages, and inappropriate use of the Reply All function. Social collaboration does not [more…]

Practical Applications of Social Collaboration

Successful social collaboration is ultimately judged by business results, not theoretical advantages of one mode of collaboration over another. Part of what distinguishes a successful implementation from [more…]

Social Collaboration: Corporate Activity Streams

What Facebook calls its News Feed and Twitter calls its Timeline is known generically as an activity stream. Every member of the social network generates a stream of posts and other records, which you [more…]

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