Resources
BNET Resources
- sort by:
- Relevance
- Date
- Popularity
- The PS Charter - Beyond Financial Targets
- Companies of all sizes are continuing their efforts to build professional service capabilities. A majority of these efforts are not meeting management expectations. But exactly what does senior management want the professional service organization to achieve? Revenue growth? Profitability improvement? Customer satisfaction? Improved market share for other company offerings? This...
- White papers
- Applying Lean Six Sigma to Service
- Although both Six Sigma and Lean Flow have their roots in manufacturing, it works just as effectively in service industries. Much of the U.S. economy is now based on services rather than manufacturing and many service organization managers are wondering how they can achieve the tremendous process improvement benefits of...
- White papers
- SAP for Automotive - Sales and Service: Industry Overview
- SAP for Automotive is a portfolio of state-of-the-art software solutions tailored to the specific standards, processes, and challenges of the automotive industry, including automotive manufacturers (OEMs), automotive suppliers, and sales and service organizations. It comprises the industry's leading and most comprehensive set of solutions, helping automotive companies gain enterprise-wide visibility...
- White papers 2005-05-02
Additional Resources
- IT Outsourcing for Healthcare: It's Time to Seriously Consider
- In healthcare, perhaps the least employed strategy for significant improvement in IT service is IT outsourcing. Other industries have discovered that outsourcing IT systems to a professional IT service provider offers many benefits. As a risk-sharing partner, the IT service provider will introduce best-practice solutions to the healthcare organization, resulting...
- White papers 2004-05-31
- Kick Your Sales And Service Culture Into High Gear
- In today’s customer centric business environment, service has assumed key importance in determining the success rate for an organization. The kind of service rendered determines whether a customer will return after the first sale for more. It is the basis of building customer loyalty and hence increased sales volume. A...
- White papers 2003-01-01
- A Do-It-Yourself Customer Panel
- It is imperative for an organization to measure the level of service rendered by it. Such measurement facilities the assessment of loopholes in the service and the product quality and enables the organization to increase its efficiency. However, small business firms do not have the right economic strength to invest...
- White papers 2003-03-01
- Leadership And Measurement Systems For Market-Driven Service Performance
- In today’s era, pursuing a market-centric strategy helps in sustaining an organization in the long run. Therefore, recent years have seen an increase in the importance of measurement systems that enable market driven service performance. These systems help to bridge the gap between service expectation and delivery. This, in turn,...
- Presentations 2003-01-01
- The Sourcing Column
- "The growth of the outsourcing market in the last few years has been spectacular. Outsourcing involves the transfer of an organization’s regular business activities (functions and processes) to an outside service provider that provides the services back to the organization, as defined in a (typically) long-term contract. The core of...
- White papers 2003-04-01
- Best Practices in New-Customer Service
- New customers are a delicate client sector virtually for any organization. Because they do not have a history with the company, they have no reason to be loyal-until, through excellent service, the company gives them one. Article discusses a study commissioned by Entergy, to learn how leading organizations define excellent...
- White papers 2003-01-01
- Service Level Agreements: Are They Essential?
- Fortune 500 organizations are always searching for the most cost-effective business models. When it comes to transactional support processes, they often depend on shared services. This concept, consolidates highly transactional processes that are duplicated throughout the organization and result in an organization’s ability to understand and reduce costs, better allocate...
- White papers 2003-01-01
- Motivate Your Team for Outstanding Customer Service: Six Secrets of Customer Service Team Motivation
- Providing outstanding customer service is one of the most rewarding yet challenging activities within the organization. Exceptional organizations that provide outstanding customer service will experience the following benefits: increased customer satisfaction, increased revenues, increased repeat and referral customer traffic, less employee turnover, increased profits. So how does one support and...
- White papers 2007-01-01
- Quality Management
- Quality of a product or service is determined by the extent to which the product or service is able to satisfy the needs of the consumers. Total Quality Management (TQM) is a zero-error approach towards improving the quality of processes and systems in an organization. TQM calls for the principle...
- Presentations 2003-01-01
- Chain Reaction
- The supply chain of an organization consists of the entities responsible for taking the product or service from its inception stage to its final delivery at the market. It is the prime enabler of the organization’s offering to the customer. The supply chain, therefore, assumes significance in the organization. Efficient...
- White papers 2002-02-01
- The Heart Of The Matter: Service Level Agreements
- In an increasingly customer-centric business world of today, Service Level Agreements (SLAs) have become important drivers in gaining sustainable competitive advantage in the IT business domain. SLAs are necessary to effectively manage the quality of service received from an in-house IT organization or from an external service provider. The paper...
- White papers 2003-01-01
- Large Health Plan Organization: Call Center Optimization
- As a large health plan organization, call center efficiency was becoming increasingly important to meet service optimization goals. In a difficult economic environment the organization faced pressure to reduce costs and report more accurately on performance for better business decision-making. Accenture helped to improve call center productivity and service levels...
- Case studies
- Service Level Management
- Service Level Management (SLM) is the tool, which enables smooth handling of the systems, processes, and people involved in rendering a particular service. An efficient SLM system is a vital asset to an organization. It ensures optimum use of resources towards an efficient service delivery. It helps in removing ambiguity...
- Presentations 2000-01-01
- The Forgotten Five: What Your SLA Does Not Cover
- In the IT business domain, the Service Level Agreement (SLA) is a contract between an organization and the outsourcing vendor that spells out the terms and conditions of the service between the aforesaid entities. It is a tool to monitor the effective enforcement of the service clauses. However, there are...
- White papers 2000-06-12
- A Guide For Establishing Service Level Specifications For Outsourcing Relationships
- Determining appropriate service level specifications is a crucial foundation for a successful outsourcing relationship. In outsourcing, an organization turns over the ownership of a non-core, important business process to a service provider in order to leverage the provider’s expertise, economies of scale and access to resources. Service level specifications play...
- White papers 2001-12-01
- Services Engineering
- For a professional services organization, it's always clear why you need Delivery Consultants. If you don't have Delivery Consultants, you don't make money. For most professional service organizations, it eventually becomes clear why you need Service Sales and Service Marketing departments. These two capabilities become critical for demand generation. You...
- White papers
- Targeting Your Best Customers Improves Your Marketing Plan Success
- From the executive summary: ‘An organization’s best customers are those customers who purchase frequently enough, the products or service that the organization provides. This type of customer generates regular income and is a very desirable customer for the organization. Making an effort to target customers like these rapidly increases the...
- White papers 2003-01-01
- << Previous
- page 1 of 1
- Next >>
Premier Vendor Content Whitepapers, webcasts & resources from our Power Center Sponsors
