Articles/Whitepapers

Capacity Management in Financial Services
By Dr. J. Lehr McKenzie, Ph.D.
With the increase in competition, the Financial Services industry is faced with many of the same challenges manufacturing had ten or fifteen years ago. It is no longer possible to view capacity as a problem for only equipment-intensive industries, and Financial Services must gain an understanding of how to manage the capacity efficiency of the human capital employed. The Capacity Efficiency Management Model provides: a vehicle to accomplish this goal; a tool that is compatible with a firm’s other performance management tools; and a means for managing capacity efficiency … read rest of article

TACTICS
Getting ahead on succession planning
With a severe talent shortage looming, now’s the time to start taking steps to avoid future problems
By Rob Handfield

In casual conversations, many executives discuss the “pig in the python” phenomenon – the potential dearth of talent that may follow the retirement of the “baby boomer” generation. The implications of this demographic trend could be severe for … read rest of article

Higher Standards:
Bank of America Setting the Benchmark for Measurement and Management of Customer Satisfaction and Customer Value
By Dr. Lehr McKenzie, SVP/Senior Economist/Q&P

Creating Customer Value requires managing the customers’ perceived value from the products and services offered. Accomplishment of this requires metrics and reporting that enable acting on the … read rest of article


The Human Factor in the Supply Chain: The Impending Catastrophe
By Robert Handfield
Bank of America Distinguished University Professor
College of Management
North Carolina State University

Supply chain performance is a hot topic in most organizations today, as executives in the field are finding they have a stronger position at the senior executive table in shaping strategy, planning, and execution. The impact of supply chain cost savings, as well as the impact on the balance sheet, and access to new technologies that drive innovation in customer service and technology, is no longer a matter of debate. However, senior supply chain executives are now recognizing … read rest of article


Stepping Up on Supplier Relationship Management
By Nick Ward, Robert Handfield, and Paul Cousins

To make supplier relationship management truly effective, CPOs need to develop ‘softer’ competencies and follow five guiding principles … read rest of article

The Different Elements of Risk in the Supply Chain
By Robert Handfield

In today’s regulatory and complex supply chain environment, no decision is exclusive of the risk associated in its environment. In fact, assessing risk is a major deliverable for any supply chain team. Moreover, assessing risk is a way of determining how to tie together the different types of data that can be identified in the supply chain. As shown in … read rest of article

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