GRIST Consulting, a leader in behavioural change and people development, and YakTrak, a pioneering coaching intelligence platform, have officially joined forces—bringing faster, smarter pathways to ...

Process Cycle Efficiency (PCE) is a simple calculation that will define what percent of your total processing time is ...

Katz is a regular columnist for SCMR and is one of our Visionaries contributors. He initially conceived the idea for the Perfect Order series based on research he had previously conducted. The article ...

The vast majority of organizations today attempt transformation by focusing on efficiency, following what can be described as ...

U.S. health insurer Cigna Group (CI.N), opens new tab will hire more staff in people-facing roles and link executive compensation to customer satisfaction as part of sweeping measures to address ...

Carpenter Technology Corporation reported its Q2 FY2025 earnings, showcasing solid financial performance with an EPS of $1.66, surpassing the forecast of $1.62. Despite the revenue miss, actual ...

The adoption of AI tools has created a shift in the Six Sigma framework, improving the measure and analyze phases of the DMAIC framework, and allowing organizations to process large data sets faster.

A deep dive by ASIC into how funds process death benefit and insurance ... Aware Super, which has invested more in improving its customer service than most major funds and records relatively ...

But figuring out how to improve customer retention rates is often a challenge in and of itself. Fortunately, with the right relationships, you can make significant strides in increasing customer ...

Step 1: Get the team to execute the current process as it’s being done today. And video the whole thing. Step 2: As a group, go to a meeting room or somewhere where everyone can watch the video.

and collecting customer feedback. Managers can then identify areas for improvement and use that data to increase efficiency and also improve the experience for agents as well as customers. Different ...