BPOs and SSCs businesses have often the customer satisfaction as their #1 priority. Lots of efforts and valuable resources are engaged for the sake of a happy customer. A number of BPOs have a QA responsible if not a whole small unit dedicated to track and analyse what’s wrong, because yes, there’s always something wrong. [...]
read more »Posted on abril 3rd, 2011 Written by Mohammed El Hanini
Within a given organization departments and units are boxes that exist only in relationship to one another and compose often a shared responsibilities environment. Process-blindness is a frequent problem most organizations, both companies and public administrations, suffer from. It has to do with the employee seeing a process but without understanding the process of the [...]
read more »General, Organizations, Processes
Posted on febrero 22nd, 2011 Written by Mohammed El Hanini
Ok, this will sound harsh: most organizations don’t care about the customer. That’s it. Although they think they do, it turns out that real Customer Care departments are supposed to be only a small fraction of a global Customer Care strategy involving the whole organization, something we don’t see that frequently. Customer Service, that small [...]
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My name is Mohammed El Hanini and I became fortuitously a SAP HCM Consultant.
I'm a lover and avid reader of topics related to Project Management, Process Engineering, Human Resources, ERP's, SSC's, Outsourcing, etc.
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