ARCHIVE FOR THE ‘management-2’ CATEGORY

Businesses Failing to Face Ugly Truth of Their Customer Service Shortcomings, Research Finds

Jun 06, 2019 • NewsCustomer ServicemanagementSurvey

Pegasystems study shows huge disconnect between business decision makers and customers when it comes to customer service perceptions.

Five Reasons Why a Burning Platform is Bad for Innovation and Change

Jun 03, 2019 • FeaturesInnovationJan Van VeenmanagementmoreMomentumBurning Platform

A burning platform is bad for innovation and change because it focuses on an urgent necessity to change. This triggers a defensive attitude causing higher risks for failure, has a lot of collateral damage and does not drive fluid, continuous...

Insurance Firms Urged to Challenge Cyber-Insurance Policies

May 29, 2019 • NewsmanagementCyber Securityinsurance

Mactavish urges brokers to challenge insurers more over the quality of their cyber policies.

The Missing Link in Servitization. (Podcast)

May 17, 2019 • Featuresfuture of field serviceJan Van VeenmanagementmoreMomentumDigitalizationServitizationThe Field Service Podcast

In the latest Field Service Podcast, Jan Van Veen discusses why manufacturers unable to innovate their business model risk falling behind their competitors.

Do You Hold The Key?

May 14, 2019 • FeaturesKPIsmanagementMartin SummerhayesNick Frank

In recent years, the sector has moved from a service operation that is a cost-centre, to one that can impact customer service. Service outfits, recognising this shift, are now building in Key Performance Indicators (KPIs) to keep pace with a...

Will You Let the Sea of Technological Innovation Drown Out Your Personal Touch?

May 13, 2019 • FeaturesmanagementBBA ConsultingJim Baston

Our industry has seen a sea of change in recent years driven by technology. Wave upon wave of innovation has changed the very way in which we approach service delivery. In these fast changing times, maintaining a personal touch should be the rock...

Energy industry vulnerable to increased cyber espionage and sabotage attacks

May 09, 2019 • Newsfuture of field servicemanagementEnergySecurity

Report highlights that threat actors are advanced and persistent, but companies are using outdated systems and technology to save money. Poor security posture, prioritization, and awareness are also gifts to attackers. 

How To Organise For Servitization

May 06, 2019 • FeaturesJan Van Veenmanagementmore momentumServitization

Discussion around Servitization has rapidly gone from understanding what the concept is to establishing how to put steps towards the advanced services strategy into practice. Here, Jan Van Veen, outlines some core practical advice for companies...

SLM May Be Transformative For Your Field Services Organisation

Apr 30, 2019 • FeaturesmanagementStrategies for GrowthStrategies for GrowthSM

In a world of fast-paced ever shifting sands where great service quickly becomes standard, and what you did yesterday, can easily become not good enough for tomorrow, field service organisations need to be able to adapt, evolve and transform...

It’s A People Business: Why Your Techs Are Your Most Valuable Assets

Apr 29, 2019 • Featureshealth and safetymanagementLone Worker Safety

Mark Glover explores the health and safety risks associated with lone working including a recent emphasis on wellbeing and mental health and how technology and attitudes at board level can enhance a firm’s approach to implementing a strong safety...
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