The Call Center Professor

First Principle of Process Management

To run an operation, department, service center, machine, etc. optimally, we must understand the First Principle of Process Management. Clearly understanding this principle is mandatory to everything we will do. First Principle of Process Management: A fundamental understanding of BOTH the product and process is essential to improvement. Both the product and the process must […]

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Process Principles Overview

Good intentions! Often I have heard that we need to motivate, encourage, and allow our associates to do the right thing. We have meetings and motivational talks. When we say the words “Do the Right Thing,” generally we are really talking about our impression or opinion of the right thing. We must have a clear […]

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