Pressure to cut costs and to achieve operational excellence often pushes financial services companies to adopt a stop-start approach to actions on client satisfaction. The Arthur D. Little "net emotions score" helps companies measure and increase the strength of their relationship with clients by aligning internal and external perceptions and comparing delivered quality with perceived quality.
Unlock a Powerful Difference
RELATED INFORMATION
Creating a High Performance Service Organization: A Case Study
In recent years, quality management techniques have once again captured the imagination of management in industries around the globe. However, while the techniques have a ready and obvious use in…
Opportunities and Challenges in Consumer Electronics & Home Appliances
India has been trailing behind ASEAN countries in terms of production, quality and export of consumer appliances. Performance levels of most of the factors of production such as quality manpower,…
Lean
Players in virtually every industry recognise the lean approach as a powerful way to boost performance by improving cost, quality and customer service simultaneously. Central to the lean approach is…