Secrets of excellence
Support customer orientation in the field
The least qualified employees are often the ones in direct contact with customers—with a major impact on the perceived quality of service. How can you develop customer satisfaction through the engagement of your front-line employees?
Disseminating your best practices
How to spread a technique that has proven successful locally to the entire organization? The answer can be learned from the example of companies that have successfully disseminated their know-how.
Boosting efficiency: new opportunities to explore
Is it still possible to gain in efficiency when everything has already been tried? In a complex environment where traditional methods prove counterproductive, other drivers must be found.
Build an effective board of directors
Some boards of directors have been able to go beyond their traditional supervisory role to position themselves as true partners working with operational leaders to boost company performance. How did they go about this?
Revitalize your strategy
To stay afloat facing accelerating competitive shifts, businesses must regularly regenerate their strategies. But how can they reinvent themselves while so many forces support organizational continuity?
Create the markets of tomorrow
Radical innovations do not simply improve upon the existing; they transform the market by offering radically new applications. What approach can you adopt to imagine such disruptions?
Turn your customers into brand ambassadors
Some firms manage to rely on service excellence to turn their customers into ambassadors for their products and services. How to make customer experience a key success factor?
Integrate the human factor to improve project management
The reason why so many projects fail lies less in disciplined project management than in the irrational dimension that influences day-to-day action. How can we integrate this human factor?
