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Business advice articles

Operations by design – the four V’s

Operations can be costly, hence the ongoing drive for productivity and efficiency. There are four aspects of your business that will drive the way your operations are designed and their associated cost profile. First, think McDonald's and you’ll understand the impact...

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Why you should get emotional about your service processes

Everybody has a story to tell about their awful service experiences and social media helps make those stories freely available to all. Sometimes things seem to go wrong even when the ‘process design’ seems fine on paper and the systems are working as they should. Why...

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