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The Journal

Insight and commentary based on 28 years experience in the gritty reality of doing.

The challenges of working with smaller suppliers (and how to overcome them)

05 Jul 2018

Posted In Supply Chain, Manufacturing

Whilst they may share the same objectives, supply chains offer different levels of complexity and challenge across sectors. The high volume and high complexity of the automotive sector contrasts..

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Recognise these five warning signs? Your supply chain could be at risk.

26 Mar 2018

Posted In Supply Chain, Manufacturing

The ability to sense danger before it occurs is paying dividends for many organisations both in maintaining high performance levels and reducing costs.

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Sharing in Growth wins national innovation award

05 Mar 2018

Posted In Manufacturing

Sharing in Growth (SIG) has won this year's Semta Innovation Award for improving the capability and productivity of more than 10,000 people working in the UK aerospace supply chain.

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What is avoidable contact and how do you implement it correctly?

24 Jan 2018

Posted In Engage & Improve, Financial services, Utilities, Customer Service, Water, Contact Centres

In a previous blog, we looked at the subject of ‘first contact resolution’ in contact centres. In this blog, we are looking at whether ‘contact’ is always the best option for a transaction, and..

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The Secret to Balancing Process and Agility in Manufacturing

21 Dec 2017

Posted In Supply Chain, Manufacturing

We caught up with Alan Kelly, MD of Unipart Expert Practices, earlier this month to discuss the relevance of process and agility in promoting success throughout the supply chains of today—and..

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NHS operating theatres in England ‘wasting two hours a day’

24 Oct 2017

Posted In Healthcare

NHS Improvement’s recent report reveals the startling figure that an additional 280,000 non-emergency surgical procedures could be undertaken within the NHS in England, as a result of improved..

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How to improve first call resolution (and not just measure it)

10 Oct 2017

Posted In Contact Centres

Many articles have been written on the subject of First Call Resolution (FCR).¹ Topics range from FCR benchmarks, formulas and metrics, to resolution rates and even the first call resolution..

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What is the definition of first contact resolution and why is it so important?

04 Oct 2017

Posted In Customer Service, Contact Centres

The definition of first contact resolution (FRC) is exactly how it sounds. It is having the ability to resolve a customer's issue with a single interaction, this could be a single phone call,..

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Field Worker Challenges: A day in the life of a field operator

21 Sep 2017

Posted In Utilities

We have previously exploredthe top challenges within field operations for operational leaders and how to solve them, however, in order to get to the root of the productivity issues, it is crucial..

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The high threat of consumer switching in the UK water retail market

18 Sep 2017

Posted In Utilities, Customer Service, Water

In an ever more competitive market, customer service will be the primary driver for consumers potentially switching suppliers, according to an article published in Utility Week this month.

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