Managing Call Centres : A Logical Approach

ManagingCallCentres

Today numerous call centres have been set up to help customers transact, provide transaction updates, act as help lines, answer product related queries, and even handle grievances. The job seems to be over. But Is it?

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Focus on longest path ≠ shortest possible lead-time

Focus-on-the-longest-path

Every literature on project management reminds us that the longest path of dependent tasks determines the total duration of the project. So, logically speaking, project management should focus on ensuring minimal delays on the longest path? Maybe not always…

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From Sales to Production – a tale of misaligned priorities

theory of constraints consulting

I once had an opportunity to engage with a company producing and selling custom-built equipment for banks to try and help cut “flab” and steer the company towards improved profitability. But what unfolded, during my discovery of company’s practices was an object lesson for me…

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Theory Of Constraints and the Thinking Process

TOC thinking process

Though Theory of Constraints was originally offered by Eliyahu Goldratt as a manufacturing scheduling method, over the course of his career, Goldratt evolved TOC into a systems methodology which encompasses a wide range of concepts, principles, solutions, tools and approaches that strive to ensure any change undertaken as a part of the ongoing improvement will benefit the system as a whole

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