There are three extremely lucrative, and notionally simple, improvement opportunities in nearly all service centers that can be used to optimize the cost structure. Let's set global outsourcing to the side for a moment and focus on investments in

The Impact of BPO on Enterprise Quality Strategy - by Steven Grant
Successful BPO relationships depend on matching market segments and the enterprise quality strategy to the inherent capabilities of the BPO organization. Failing to match the enterprise quality strategy and the tactical approach to managing the BPO relationship can result in disaster.

Beat the Competition Not Your Boss - by Steven Grant

It's the competition, stupid. P.S., the person three cubicles over is not the competition.

Shareholders would certainly prefer that employees focus on their clients and continually strive to gain a competitive advantage. However, the principle focus is, all too often,

Greatest Customer Experience Ever -- Don and Dawn of the Dead - by Steven Grant

We talked before about the Five Simple Starting Points for creating the greatest customer experience ever: 1) Focus inside out; look at your business the way a customer does, 2) Listen actively, 3) Measure everything from the customer's perspective,