Using service to gain a competitive edge - the PROMPT approach

Article Abstract:

A guide for managers in delivering excellent service is prescribed. Three broad steps are described to assist managers in starting their search for a service advantage. The PROMPT approach, which involves six vital service practices, is touted as an effective mechanism for gaining a competitive advantage through the provision of excellent service. The acronym stands for prioritizing customer needs, reliable service delivery, organizing for customers, measuring customer satisfaction, personnel training and technology focusing.

Models, Customer service

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Scenario planning for small businesses

Article Abstract:

The utility of strategic planning for small business entrepreneurs wasexamined. Of particular consideration is the deployment of scenario building asa means for dealing with uncertainty. This involves five steps namely, the identification of key relevant factors, statement of assumptions, identification of sources, points of issues/divergence and the formation of a forecast. It was found that strategic planning is a desirable style for managing small businesses.

Evaluation, Small business, Strategic planning (Business)

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Strategy as order emerging from chaos

Article Abstract:

The dynamic functioning of nature has been characterized as chaotic wherein asystem of spontaneous self-organization continuously yield unpredictable new patterns. The applicability of this dynamic feedback systems can be extended tohuman organizations. This new frame of reference emphasizes the impossibility of any long-term planning for innovative organizations and the necessity of group learning and self-organized political interactions.

Planning, Organizational change

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