Managing Call Centres : A Logical Approach

Managing-a-call-center

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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Thruput Accounting: An introduction

thruput-accounting

In era when accounting was invented, bulk of the cost of a product was truly variable. However in the current era, period expense has become substantial. So, when a significant portion of expenses is artificially allocated to a product, it creates many problems when these variables are used as measurements for decision making.

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Focus on longest path ≠ shortest possible lead-time

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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

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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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