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New Product Development Tools |
Methodologies that, when incorporated into the product design process, enable control of key factors such as cost, risk management, and quality.
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Product Lifecycle Management |
Product Lifecycle Management (PLM) involves the application of business strategies and improvement tools throughout the life-cycle of products and services. A central goal of PLM is to facilitate ongoing innovations whilst maximising the profitability and usefulness of products/services throughout their total business life-cycle i.e., from conception through to recycling or disposal. The successful outcome of PLM is reliant upon wide collaboration between all parties involved, and upon the sharing of relevant information throughout the product's life-cycle.
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Business Continuity Planning |
Business Continuity Planning (BCP, also known as contingency planning, disaster recovery, or crisis management) is the process of planning, preparing, implementing, and testing an organisation's capability to sustain critical business functions when normal operations have been unexpectedly disrupted. Business continuity planning involves the development and implementation of emergency response procedures designed to maintain the continuity of critical business functions along with the timely recovery of disrupted services.
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Lean Techniques focus on identifying and eliminating all non-value adding activities within processes; which in lean terminology are called "waste". Lean production processes are designed to improve the efficiency of how organisations use resources and typically have objectives based on minimising waste, reducing costs, and improving productivity.
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Customer Market Segmentation |
The subdivision of a market into discrete customer groups whose members share similar characteristics.
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Customer Relationship Management (CRM) systems are systems that enable companies to easily collect data and information about their customers. This information assists in gaining a better understanding of customer needs, expectations, purchasing preferences, and buying history etc, and allows the company to more comprehensively plan and implement strategies that serve those customers more effectively. As a result CRM systems provide an opportunity to acquire, retain, and increase business.
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Call Centre Representatives |
A Call Centre is a department within a company, or a third-party organisation, which manages telephone sales and/or services. The term "Contact Centre" may also be used, and this relates to the primary purpose of the centre i.e. receiving incoming calls from customers that desire to make contact with the organisation. The name "Contact Centre" may also reflect the multiple channels through which customers can communicate and make contact with the centre e.g. email, fax, telephone, web sites.
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Customer Satisfaction Surveys |
A survey designed to obtain customer feedback on satisfaction with an organisation's products and/or services.
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Customer Complaints Resolution |
A process by which customer complaints are resolved.
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Customer loyalty refers to the tendency of customers to stay with a certain business or product brand over another when seeking to meet a particular need.
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