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- Ethics as a Business Process
- What is Ethics? This is a slippery issue, especially for business folks trying not to "harass" employees, or to force "moral" values upon them that might be contrary to their own culture. So this is a very difficult topic to discuss openly. This is a timely subject based on the...
- White papers 2002-09-01
- A Balanced Scorecard for Customer Support: Building the Business Case for Improving Problem Resolution
- This whitepaper describes why a balanced scorecard is a good way to look at business value of support investments. It discuses how to use the DB Kay & Associates balanced scorecard in a support organization and how to raise an organization's scores with technology and process initiatives. It further puts...
- White papers 2003-08-31
- The New Imperatives for High Technology Support: A Survey of Best Practices in Problem Resolution
- This report discusses a research program in order to understand emerging trends in high-technology support. The objective is, fundamentally, to understand the issues that keep support executives up at night and to learn the best practices that leaders are applying to those problems. Support leaders are replacing ad-hoc collaboration with...
- White papers 2004-02-01
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