Employee fraud costs businesses billions of dollars every year. According to a 2008 report by the Association of Certified Fraud Examiners (ACFE), 994 billion dollars is lost every year to employee fraud. This equates to businesses losing 2.7 billion dollars every day. Fraud Definition: “deceit, trickery, sharp practice or breach of confidence, perpetrated for profit or [...]
February 2010
With the economic downturn and massive layoffs in the last 18 months, many organizations are supplementing their staffing needs by using temporary employees. One of the advantages of high unemployment is that the talent pool is better qualified. This is also true for temporary workers found through temporary agencies. Being a temporary employee can be [...]
Customer satisfaction is paramount to the success of any business. Understanding who your customers are, what they want and having systems and processes in place to not only meet their needs but exceed their expectations is what sets the successful apart from the rest. Soliciting and monitoring customer feedback should be part of an organization’s [...]
Quality tools are used by organizations to help monitor and manage quality initiatives. There are several types of tools used but there are seven that are the most common. Different tools are used for different problem solving opportunities and many of the tools can be used in different ways. The trick is to become familiar [...]
Every organization should have a defined organizational structure. A well thought out and strategic structure helps support good processes for communication and clarifies lines of authority and reporting relationships to assure that work processes flow in a defined process. An org structure shows lines of authority and reporting relationships. Having this mapped out helps to [...]
Projects are a series of tasks performed by people involved in working toward a solution to a problem. Projects can be short-term or long term. Each has its own unique set of issues to deal with but both attempt to improve operational efficiency and improve customer satisfaction which affects the bottom line. Projects can be as [...]
Customer retention is an organization’s ability to create customer loyalty by providing the systems, processes and support to not only keep a customer happy but to also transition them into an advocate for the organization who is not only loyal but also tells and recruits others. Customer retention should be part of a comprehensive customer [...]
Anyone who has a business has had the experience of dealing with customer complaints. While listening to a complaining customer is not something most people enjoy, a complaining customer can be an organization’s friend if they try to learn from the complaint. There are lots of things customers can complain about, including communication breakdowns, process [...]
