NCR's quality turnaround: How one company's improvement effort paid off
Article Abstract:
NCR, the computer firm, faced major challenges on its return to independent operation, including operating losses, a disparate product mix and low morale. The quality improvement effort has helped to drive a remarkable turnaround. The company withdrew from the unprofitable personal computer business in 1995, and 25% was cut from its cost structure, reducing administrative, general and selling expenses. Its traditional strengths in computer systems, telecommunications, financial services, retailing and customer support services were capitalized on, to increase revenue.
Publication Name: Quality Progress
Subject: Engineering and manufacturing industries
ISSN: 0033-524X
Year: 1998
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How to fine-tune your business processes
Article Abstract:
Service-level agreements (SLAs) and internal service guarantees (ISGs) are two related, but distinct, tools for managing handoffs. They originated in departmentalized organizations, but provide significant benefits for process-oriented environments. With SLAs, the internal provider and customer agree on certain levels of performance for key services, and with ISGs, the provider guarantees that work handed off to an internal customer will be to the complete satisfaction of the customer.
Publication Name: Quality Progress
Subject: Engineering and manufacturing industries
ISSN: 0033-524X
Year: 1998
User Contributions:
Comment about this article or add new information about this topic:
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