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One of the biggest challenges to any business irrespective of it size, is the maintenance of service excellence. Recent experiences with a National cell phone network, have left the impression that it’s employees have become completely disengaged from the customers. Today marks 31 days of attempting to upgrade a contract with that carrier. It includes …

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A customer needs a specialized service, you approach a third party specialized service company and ask for a quote on a certain service, the supplier quotes between 800 and 1200 to do the work. You deliver the part to do the work and then get told that it will cost 2200. You have just been …

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Customer Service and Unicorns Customer service should never be the unicorn you have to pull out of your cloak when you’ve failed to meet a customer’s expectations.  It is far easier to ensure you meet expectations than to have to find the always elusive unicorn. Attention to detail, adherence to delivery times, ensuring that expectations …

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Balancing power and responsibility is something that many people tend to overlook as they are given more power in an organisation. Ethical behavior in the presence of power seems to become a less desirable commodity with many people. The news is filled stories about this. Yet people keep falling into the same power trap, and …

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Employers  have a duty to treat their employees equitably and fairly. These duties are clearly laid out in the various pieces of labour legislation in force in South Africa. Many companies and labour law practitioners agree that the protection afforded workers in legislation is out of balance with the duties of employers.

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The Chairperson’s Duties: Keeping the meeting in good order, means that the chairperson has to be impartial, as his or function at the meeting is to ensure that everyone gets a fair opportunity to be heard. Depending on the type of meeting, such as a disciplinary hearing, the chairperson may be required to make decisions …

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It’s not often that an idea comes along that makes so much sense. We represent a company that builds injection moulding machines. Part of the engineering challenge of any injection moulder is to exert clamping force equally over the surface of the mould. Advantages: Uniform distribution of clamping force is important to extend the life …

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I have spent a long time consulting on HR issues the last few weeks. I have helped clients to win labour arbitrations and to protect their businesses from the actions of errant employees. We have won simply because I have always insisted that any disciplinary procedure that may result in dismissal has to be procedurally …

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Most of my clients have by now settled into a routine when it comes to the annual South African phenomenon of shutting down over December. There is no secret in the management of shut downs and startups.  In most cases all the information any manufacturer needs is available from their own machine manuals. A competent …

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The problem of extending the shelf life of milk and milk products has been around for a long time. The organic nature of milk means that it has a limited shelf life.  Processes have been developed to extend the shelf life and make safe and palatable to consumers. The one we will be examining is …

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