Best Practice Reports
On the Job Training
Training or instruction given to individuals in the work setting to assist in developing the skills and knowledge necessary to carry out work.  OJT practices are normally carried out during working hours, involves both formal and informal training initiatives, and is usually conducted by staff who are more experienced in a particular process, skill, or knowledge area. OJT is a very effective method for transferring knowledge and skills within an organisation and can ensure consistency in how work is done. 
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Employee Motivation
An employer's desire to provide the impetus for employees to do their job as efficiently and effectively as possible and to commit to the achievement of the organisations goals and objectives.
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Leadership Development
The formal processes used to attract, develop, and retain leaders within an organisation.
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Recruitment and Selection
Finding the right employees to fulfil roles within the organisation.
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Employee Suggestion Schemes
A means by which employees are encouraged and enabled to offer ideas relating to the business.
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Customer Knowledge Management
Customer Knowledge Management (CKM) encompasses the management of processes and techniques used to collect information regarding customers' needs, wants, and expectations for the development of new and innovative products/services, and/or product/service improvements.
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Customer Support and Service
Customer support and service (CSS) involves a range of after-sales activities which relate to the manner in which products and services are delivered, bundled, explained, billed, installed, repaired, renewed, and potentially redesigned.
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Customer Order Management
Customer Order Management (COM) systems provide direct access to product and pricing information and enable rapid responses to customers ordering and service requirements.
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Activity Based Management
Activity Based Costing (ABC) and Activity Based Management (ABM) are methods used to manage and improve business processes by examining, and modifying, the costs of the activities contributing to the production and delivery of a particular product or service.
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Customer Profitability Management
Customer Profitability Management (CPM) focuses upon an organisation's most profitable customers/products; and by nurturing these, aims to maximise long-term returns. Customer profitability management impacts upon customer relationship management, product promotion, pricing, and billing and incorporates a high degree of customer behaviour modelling and analysis in a desire to make more informed customer service decisions.
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