Best Practice Reports
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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New Product Development - Innovation Strategy
An Innovation Strategy is one which seeks to create, exchange, evolve, and apply new ideas, and thereby produce goods and services which it is hoped will contribute to the success of an organisation.
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Knowledge Creation
Knowledge creation, or idea generation, may be defined as a process of focussing upon a subject of interest with the intention of developing new ideas and concepts. This often involves an interaction between explicit knowledge (available data) and subjective knowledge (intuition)
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