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Customer Satisfaction Slumps, Time to Make Lemonade  Feb 16, 2005 11:22 PM By Barbara Arnn

In 1994, the University of Michigan Business School, the American Society for Quality, and the CFI Group teamed to create the American Customer Satisfaction Index to measure the quality of the

Book Review: Strategic Planning and Performance Management  Feb 16, 2005 8:53 PM By Barbara Arnn

A new book from Elsevier, Strategic Planning and Performance Management (Elsevier, 2005), by Australian Graham Kenny, CEO of consultancy Strategic Factors, posits that successful businesses must view their own performance from the point of view of stakeholders.

Executives Around the World Look Forward to 2005 Growth  Feb 09, 2005 10:59 PM By Barbara Arnn

The London office of the Economist Intelligence Unit has issued a “CEO Briefing” that indicates a widely hopeful attitude toward the possibilities for growth in 2005, with 88% of the companies surveyed predicting growth of some sort over the next three years. Improved customer service, cost efficiency, and innovation are credited for the positive outlook. In fact, 34% of respondents expect robust growth.

Companies Ill Prepared to Make Sourcing Shift to China, India, Survey Finds  Feb 09, 2005 10:47 PM By Barbara Arnn

Management consulting firm A.T. Kearney has released its study “2004 Assessment of Excellence in Procurement,” which tabulates results from procurement and supply chain executives in 275 companies across 25 industries. Overall results show that the trend toward a rising level of sourcing from “low-cost” countries has continued for the last ten years, and respondents to the study indicate that this trend will probably continue for several more years into the future.

Rapid Growth Makes HRO an SRO Act  Feb 03, 2005 1:12 AM By Barbara Arnn


Super Service  Feb 01, 2005 10:30 PM By Barbara Arnn

What characteristics do merchants such as Ann Taylor, hpshopping, Petsmart, and Tower Records have in common? According to the e-tailing group inc.’s

Online Advertising Now Fastest-Growing Ad Medium in U.S.  Jan 27, 2005 1:54 AM By Barbara Arnn

Top Ten Online Business Trends for 2004

Web to Facilitate Ethical Sourcing Initiative  Jan 27, 2005 1:51 AM By Barbara Arnn

Sweatshops. Child labor. The 19th-century world of substandard working conditions still is with us, as the global economy frequently depends on products and material produced in less-than-optimal conditions, even in unethically managed conditions. In the last few decades, as more and more manufacturing jobs have

Supply Chain Resource Available from CSCMP  Jan 20, 2005 4:07 AM By Barbara Arnn

The Council of Supply Chain Management Professionals (formerly the Council of Logistics Management) has sponsored a set of six handbooks for supply chain management standards. The set, whose overall title is Supply Chain Management Process Standards, comprises six handbooks: Plan, Source, Make, Deliver, Return, and Enable.

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