How often has a customer 'moment of truth' in the retail outlet turned into a relationship killer, rather than a loyalty builder? How often has a
Business Process Outsourcing: The Competitive Advantage
This book will provide a step-by-step approach to understanding the application of BPO, assessing the BPO opportunity in the firm, and then managing
Against All Odds: Ten Entrepreneurs Who Followed Their Hearts and Found Success
This book will profile 10 successful African-American entrepreneurs, with a chapter on each. The book covers a broad cross-section of companies and
Essentials of Capacity Management
Capacity management is the most important and most neglected component of organizational management. A significant majority of the cost of an