Tags » Service Quality

Ryanair: How good customer service creates profit

It is not harsh to say Ryanair fails to deliver best practice when it comes to treating its customers. In 2013, the no-frills airline was named by Which? 649 more words

Customer Service

OM in the News: Wal-Mart's "Checkout Promise" to Speed Queues

My mother-in-law recently commented that she won’t shop at Wal-Mart anymore, primarily because the checkout lines are too long. It turns out she is not alone. 310 more words

OM In The News

Organisational dilemmas on centralising and customising

Centralise to internalise (control) and keep confidentiality (need to know). Decentralise to externalise. Decentralising isn’t just empowering people to use judgement. But sharing the organisational values too. 78 more words