Key performance indicators (KPIs) are the compass that guides businesses toward their goals. They can help you make data-driven decisions, but they can also point you toward your true north: customer ...

Many companies have successfully transformed their manufacturing, R&D, and other business functions, improving their performance while stripping out cost. Yet far fewer have optimized their service ...

AT&T Business Service (ABS) Field Operations is a leading provider of IP-based solutions servicing premises-based IP infrastructure, installing and maintaining equipment from top vendors. The division ...

As a term, business service management (BSM) was first included in the 2007 version of Information Technology Infrastructure Library (ITIL), where its definition was “the management of business ...

Key guideposts to assist in designing a frictionless, intuitive experience for customers no matter when, or how, or why they interact with your organization. Digital customer experience (CX) ...

Both service operations and manufacturing operations are in the business of satisfying customers, and that requires organization and planning. While the mechanisms and inputs for creating customer ...

The advent of electric vehicles portends many changes ahead for dealership service departments in the coming decades. Service managers and directors will have to be agile, resilient and ...