How should you measure the success of your service operation? What are the Key Performance Indicators that you can use to judge the performance of both your customer service reps and your service ...

Many companies have successfully transformed their manufacturing, R&D, and other business functions, improving their performance while stripping out cost. Yet far fewer have optimized their service ...

Field service operations management refers to the processes and tools that an organization leverages to make continuous improvements and provide value, both to stakeholders (e.g. employees, customers, ...

Key performance indicators (KPIs) are the compass that guides businesses toward their goals. They can help you make data-driven decisions, but they can also point you toward your true north: customer ...

The advent of electric vehicles portends many changes ahead for dealership service departments in the coming decades. Service managers and directors will have to be agile, resilient and ...

Key guideposts to assist in designing a frictionless, intuitive experience for customers no matter when, or how, or why they interact with your organization. Digital customer experience (CX) ...

Both service operations and manufacturing operations are in the business of satisfying customers, and that requires organization and planning. While the mechanisms and inputs for creating customer ...

LOS ANGELES (KABC) -- The U.S. loses $16 billion annually from card skimming scams. Federal, state and local agencies have teamed up to tackle card skimming head on, with a special focus on educating ...

Robotic solutions have advanced rapidly and reached a tipping point—they’re no longer just prototypes, but practical, cost-effective tools capable of handling repetitive and even complex tasks in real ...

You know those important off-site meetings when the executives get together to talk about the priorities of the year ahead? Guess what happens when you’re not represented at those meetings? Nothing ...