<img height="1" width="1" style="display:none;" alt="" src="https://dc.ads.linkedin.com/collect/?pid=402977&amp;fmt=gif">

The Journal

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

NHS Health System Support Framework

20 Sep 2018

Posted In Healthcare

Following our earlier post about the NHS Supply Chain contract made on the 5th September 2018, I am pleased to be able to say that Unipart have also been awarded a place on the NHS Health System..

Continue reading

Unipart awarded 5 year NHS Supply Chain Logistics Contract

20 Sep 2018

Posted In Healthcare

You may have seen the recent Press Release from Health Minister Steve Barclay confirming that Unipart has won a five year logistics contract for the new NHS Supply Chain.

The new logistics..

Continue reading

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..

Continue reading

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

26 Mar 2018

Posted In Manufacturing, Supply Chain

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

Continue reading

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.

Continue reading

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

24 Jan 2018

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

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..

Continue reading

The Secret to Balancing Process and Agility in Manufacturing

21 Dec 2017

Posted In Manufacturing, Supply Chain

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..

Continue reading

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..

Continue reading

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..

Continue reading

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,..

Continue reading