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Leadership and Service
Customer or client service directly reflects the culture that exists in an organisation. This culture is largely determined and maintained by the leadership the organisation provides. Over some 7 years Douglas Long has proved that the right sort of customer satisfaction assessment - that driven by the customer not the supplier - can be used to improve profitability. In this article Doug Long uses an actual experience with a major computer supplier in order to illustrate the need for good customer service and good leadership. He provides some pointers on how this is done.

Other value framework Related Articles

Computing Success: How Dell Came Out On Top
To become a success, Dell says, “You just need a framework and a dream.”

9.3 Micro-finance institutions (MFIs): Support for Growth-oriented Women Entrepreneurs in Tanzania, 2005
Micro-finance operators in Tanzania function within the framework of the Government’s National Micro Finance Policy of 2000. The objectives of this policy are to provide the basis for the evolution of an efficient and effective micro-finance system to serve the low segment of society and contribute to economic growth and poverty reduction (as described in MIT, 2002). The policy establishes a framework within which micro-finance operators will develop, lays out the principles to guide operations of the system, defines roles and responsibilities of actors, and provides guidelines for coordinating mechanisms. The Central Bank was given the mandate to coordinate implementation of the policy. It is interesting to note that the Micro Finance Policy includes “gender equity” as a best practice.
Challenging the Integrity of your Supply Chain: The Weak Links of Hidden Risks (Katzscan Profile)
“In the fall of 2004, the Committee of Sponsoring Organizations of the Treadway Commission, known as COSO, released their Enterprise Risk Management – Integrated Framework, which was authored by PricewaterhouseCoopers. This principles-based framework provides direction and criteria for improving an organization’s ability to manage risk.
10 Easy Rules for Editing Your Employees' Writing
This article provides an overall framework for editing business documents drafted by subordinates or colleagues.
Double-Entry Accounting: A Place to Start
A brief explanation of double-entry accounting and the framework upon which it is based.
Starting a New Business – Your Business Framework – What Scaffolding Do You Need?
When starting a business of what ever kind, large or small, there is a always a require framework or scaffolding that you have to set up. Not only does this make your business much more effective, but it also saves you from a lot of embarrassing and costly problems. Here is your framework:
Ethics and Business - Why Bother?
I have embarked on a difficult journey in developing skills in Counselling with the University of Hertfordshire. Part of that is a commitment to an ethical framework set out by the British Association of Counsellors and Psychotherapists. I consequently considered that I need to make a similar commitment to my Mentoring clients (or prospective clients). I have separately adapted/abbreviated the BACP framework Now in business many people describe themselves as ethical and portray themselves to their customers and partners in that way. Rarely do they actually set down in writing the ethical framework of how they will do business.

A Framework for Making Tough Calls
All leaders have to make difficult judgment calls routinely. The best leaders operate from a specific framework, so their calls are fair and balanced. This article describes a typical framework for making those difficult calls.
Framework for Competency-based Management
This framework provides a set of specifications for the development and implementation of competency profiles, tools and mechanisms in support of career management, learning and development, succession planning, recruitment, performance management and staffing.

The framework covers:
• Why competency-based human resource management is implemented;
• The structure for the development of competency profiles, including how jobs are clustered into career streams for competency profiling purposes.
Is Your Thinking Bigger Than This?
What framework are you using for your thinking? How big is your thinking? Whether in business or in life, we will only grow and live an expansive life if we expand the framework of our thinking. Is your thinking in the detail of your business day to day, or do you ‘plug in’ to a bigger vision that inspires and motivates you? Expanding your framework for thinking on a much bigger level is like exercising a muscle. Keep exercising those bigger thoughts and watch your life and business expand.

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