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Continuous Improvement in the Service Sector

Continuous improvement process (CIP) programs have traditionally been employed for quality improvement in manufacturing industries. Today service firms and service functions within almost every sector, are also using some sort of continuous improvement methods to boost performance. This paper presents guidelines for the application of CIP programs to service functions.
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Preventative Business Care (PBC) - Part 1 of 3

To stay competitive in a fast moving market, companies must work to increase customer satisfaction, gain market share, and at the same time remain profitable. Many enterprises are focusing their efforts in one area hoping that the other two will automatically follow. To survive in today’s market we have to address each of these metrics separately.
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Case Study - Automotive Industry

The project’s purpose was to reduce rail car demurrage for the client’s company. Rail cars are used to move material (parts) from suppliers to the automotive assembly plant and supporting facilities. Demurrages are tariff charges assessed for detaining freight cars beyond their specified time limit. Demurrage charges are billed to the assembly plant from the railroad when rail cars are held at the assembly plant or supporting facilities beyond the contracted amount of time.
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