Retooling Labor Costs
Despite years of cutbacks, many companies’ pay structures are still unbalanced. Here’s a dispassionate, logical way to realign them.
Content: Article | Authors: Albert Kent, Harry Hawkes, Vikas Bhalla | Source: strategy+business | Subject: Human Resources
Service Operations as a Secret Weapon
Effectively managing service operations is crucial to controlling labor costs and improving customer satisfaction. By addressing six drivers of performance, executives can go a step further — turning their service operations into a key source of competitive advantage.
Content: Article | Authors: Curt Bailey, Harry Hawkes, Patricia Riedl | Source: strategy+business | Subjects: Customer Related, Operations