BPIR Newsletter: Best Practice Report – Customer Service Training

March 15, 2018 by ahmed




Best Practice Report: Customer Service Training

This report outlines the best practice research undertaken by BPIR.com in the area of customer service training. The best practices have been compiled under seven main headings. This layout is designed to enable you to scan subjects that are of interest to you and your organisation, quickly assess their importance, and download relevant information for further study or to share with your colleagues.

Featured Events


Reserve these dates: 
The Global Organisational Excellence Congress,  10-12 December 2018, Abu Dhabi, UAE

Start planning now to attend the Global Organisational Excellence Congress…

This is going to be an event that gets you excited with a big WOW!

The Abu Dhabi International Centre for Organisational Excellence of the Abu Dhabi Chamber of Commerce & Industry has brought together a number of prestigious international conferences/events into one major event.
The Congress brings together:

24th Asia Pacific Quality Organisation International Conference

  • ACE Team Awards Competition 2018
  • 18th Global Performance Excellence Award

12th International Benchmarking Conference

  • 6th Global Benchmarking Award

6th International Best Practice Competition

  • 2nd Organisation-wide Innovation Award

Sheikh Khalifa Excellence Award’s Best Practice Sharing Conference

Add the Congress to your calendar

Latest News

  • The Baldrige award-winning university or the runaway elephant?….read more
  • Baldrige program again ranked among best for leadership training….read more
  • Striving for excellence in Nigeria….read more
  • An interview with Professor Mohamed Zairi – A leader in excellence….read more
  • First global assessment on the current state of organizational excellence….read more
  • Key employee engagement strategies for 2018….read more
  • A car dealership that helps other organisations run better….read more
  • The challenges facing Tonga after Cyclone Gita and how business excellence can help….read more


Performance Appraisal at an award winning Charter school

Senior Leadership (SL) Performance Appraisal at the Charter School of San Diego (CSSD), a US Charter School and winner of the 2015 Baldrige National Quality Award, was a three level process. Every other year, the BOD members underwent individual evaluations, facilitated by the President of the Board. The process included a self evaluation form and approval by the board as a whole. The BOD evaluated the CEO. The Chief Business Officer and the Director of Instruction and Innovation were evaluated by the CEO through scorecard results that directly tied to SI achievement. Performance evaluations did not determine executive compensation, which was determined through the Salary Compensation Council and approved by the BOD. Benchmark data, cost of living differentials and levels of responsibility were key determinations for executive compensation. All evaluations served as inputs into the Strategic Planning Process.

Do you know that in BPIR.com there are more than 200 Best Practice video clips? And increasing…


Human Resource Management at a fabrics manufacturer

The effectiveness of Human Resource Management at Momentum Group a US fabrics manufacturer and winner of the 2016 Malcolm Baldrige National Quality Award 2016 Award for Small Business, was recognised by being named a “Best Place to Work” by both California’s Orange County Business Journal and Business North Carolin and by the Orange County Register as one of its “Top Workplaces.” Momentum’s strong communications and a focus on action along with high levels of leadership trust and respect supported a “no-blame” philosophy that allowed employees at all levels to take supported intelligent risks. Employee loyalty and retention, average tenure of over 10 years, was achieved through its integrated learning and development and reward and recognition programmes, which encouraged high performance and included annual profit-sharing. Succession planning and job rotations led to 73% of current managers (2016) being promoted from within.


BPIR Tip of the Month – Searching performance measures in BPIR.com

Use BPIR.com to help you to select measures to assess your organisation’s performance. There are around 1200 to choose from, with description and formulae for each measure. Commentaries are also provided for the most commonly used measures. These explain why the measure is important and how to use it.


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