A 5-star process: customer satisfaction and the customer service department.

From the perspective of growth and ongoing improvement aimed at increasing customer satisfaction, we will describe below an example of a VTENEXT-based process designed for a customer company. The company's main concern was related to difficulties in managing quality assessment of the customer service department, with ensuing significant resource costs and a scarce ability to [...]

Main-process and sub-process driven systems: real help for organizations

When dealing with the topic of Process Driven Systems, you will very likely come across the concepts of human-based versus process-based systems. Based on a superficial interpretation, process-based systems seem to be preferable as they are capable of reaching higher levels of performance without being affected by the unpredictability of events and circumstances. This dichotomy [...]