Corporate Strategy and Consultancy

Exposing and Taming the Costs of Office Document Handling

Experts have predicted a move toward a paperless office for years. Instead, paper volumes have increased steadily. This study explores the hidden costs embedded in seemingly up-to-date, but often unplanned, office-printing environments and explains

OCE Business Services Inc

Science of Service

Understanding that each support/service transaction has an impact on the customer’s perception of the quality of the overall customer-provider relationship is crucial to fostering brand loyalty and maximizing customer retention. This free

Sykes Global Services Ltd

Service After Sales

After-sales processes are inherently complex and place financial burdens on the brand - 5-10% of revenue for technology and consumer electronics companies. They are challenging for consumers too, and in this paper we take a look at these challenges

Sykes Global Services Ltd

The Team at the Top - The Eight Requirements of a Healthy, High-Performance Team

The direct reports to the CEOs of most major corporations are usually talented and highly effective individuals; however, they often don't operate as an aligned, healthy, high-performance team at the top. They may run their business units or functions

Senn-Delaney Leadership Consulting UK Ltd