Features

Strategy: Service culture

Rather than compete simply on price and quality, says John Tschohl, create a service culture and watch your sales soar.

Operations: Desktop as a Service

Rob Greenslade of Centralis discusses the impact of cloud transformation in the desktop environment and warns of the dangers in adopting ‘bargain’ fixed-price DaaS offerings.

Sustainability: Natural gas

In the light of current energy issues, Toni Johnson looks at the potential of natural gas to fill some gaps.

Supply chain: Gulf States

Fahad Al Gergawi, CEO of Dubai’s Foreign Investment Office, offers his perspective on a new report from the Economist Intelligence Unit on the Gulf Cooperation Council’s trade and investment strategy.

Strategy: A new approach

Top-down strategy is dead. Modern strategy is middle-up—involving cross-functional teams and interactive workshops. Paul Christodoulou discusses this new approach to strategy development that can tap the hidden strategic ideas within your senior team to constantly refresh your competitive advantage.

Lean management for SMEs

Lean management is often perceived as something just for large organisations. Glyn Finney, product leader at global management consultancy firm Simpler Consulting, outlines the opportunity for small and medium enterprises (SMEs) to reduce costs, increase efficiency and improve customer service using lean.

Operations: Customer service

A positive contact centre culture is the core to providing great customer service. But what is culture and why is it so important that we understand it and work to improve it in contact centres?

Strategy: Business improvement

The best Microsoft Gold Partners consider themselves strategic partners for their clients, not merely technology solutions providers, says Thomas R. Cutler.

Operations: The right technology

Technology can relieve the increasing pressure on job shops, machine shops and make-to-order manufacturers, but choosing the right system is the major imperative, says Thomas R. Cutler.

Strategy: Social technologies

Supply chains have extended right across the globe via the Internet. Scott Klososky explains how to get your message to go further still by making social technologies relevant to your business.

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