Driving the customer service experience and decreasing the cost to serve are important objectives for all industries. In this context, a solid multi channel strategy adds significant value: The banking industry increasingly uses the popular and cost efficient Internet channel for information and transactions purposes. Free-give-away: this Dutch article about Accenture’s CRM engagement with ABN Amro Online Client Services. lees verder…

The last few months had me moving around different continents.  I was traveling in Europe then to the Americas and Asia Pacific.

My Latin American trip was very encouraging.  The Latin American economy is bustling and the  cities I visited – Rio de Janerio, Sao Paolo, Mexico City – were brimming with self confidence.  Our clients in these emerging markets are enthusiastic, making me and our Latin American leadership even more excited about our business. lees verder…

Great to see Tiger Woods win the ‘Accenture golf tournament’.

Accenture is a global umbrella sponsor of the World Golf Championships and the title sponsor of the series’ season-opening event, the Accenture Match Play Championship. With a display of amazing skills, Tiger won his third Match Play Championship on Sunday. The 36-hole championship match was the largest margin of victory in a final in the 10-year history of the World Golf Championships (WGC) event.

His other Accenture Match Play Championship wins were also against Americans, David Toms (2003) and Davis Love III (2004). lees verder…

RFID4u.com now offers a free RFID e-learning basic training course. First you need to register and once your account is activated you can start the training.

This course helps learners to understand the fundamentals of RFID technology and provides an overview of RFID hardware including different types of tags, tag frequencies, readers, antennas, and so on.

http://www.rfid4u.com/services/freeelearning.asp

Jaren heb ik getwijfeld aan de toegevoegde waarde van CMMi, maar ik moet zeggen dat na de CMMi Level 3 appraisal in het Almere Delivery Center in 1997 mijn beeld duidelijk is veranderd. lees verder…

Governance is a problematic thing, it’s an intangible good which makes society work or fail. Practitioners and scientists all agree that lack of good governance severely impacts the ability of developing countries or better…their citizens…. to create supporting environments for economic growth. Government institutions contribute to prosperity in society by providing a governance structure which is fair and equitable and a range of services ranging from clean drinking water, roads and security.
The economist in its last weeks issue had a special report about the promise of e-government and the way government online projects have been impacting service delivery to citizens. The article states that there is a long way to go both in the developing and the developed world, check out the report here.
I believe that online government services are the way to go, but these need to be better alligned and citizens focused. This is often lacking. Additionally we need to realize that citizens expectations are also rapidly changing as the ‘digital natives’ come of age in a more and more connected world.

Also check out the united Nations The UN E-Government Survey 2008 

In order to raise money for charity VSO, Accenture employees from across the globe are engaged in one of the greatest challenges of their lifes, a sponsored climb up Africa’s highest mountain, Mt Kilimanjaro! Kilimanjaro is the highest free-standing mountain in the world, it takes 6 days to reach its top, and temperatures can be as low as -25C degrees.
CRM service line collegues Sandra van Maarseveen and Hanneke ten Hove will join the Global Kilimanjaro Challenge 2008. Start donating! It is simple, just jump to http://www.justgiving.com/sponsordekilichallenge, click the button ‘Sponsor me now’ and follow the process steps. Thank you in advance!
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Outsourcing van de niet-bedrijfsprocessen kan leiden tot diverse bedrijfseconomische voordelen; zoals het realiseren van kostenbesparing, het kunnen richten op kerntaken en het verhogen van de kwaliteit van de bedrijfsprocessen. Outsourcing brengt echter ook risico’s met zich mee, zoals ik besprak in mijn laatste post over de wijze waarop de risico’s van Outsourcing te beheersen zijn. Eén van de voornaamste risico’s van Outsourcing, zeker in de perceptie van de beslissingsnemers bij grote multinationaal opererende organisaties, is het verlies van controle over de bedrijfsprocessen. lees verder…

At the moment the Dutch government wants to start maintaining a database with the fingerprints of every Dutch citizen and make it available for the police (Click here for the news article). Currently only the fingerprints of criminals and asylum seekers are maintained in a database. The objective of this database is to solve more crimes. However, it does mean that Dutch citizens will lose privacy and it will also lead to the fact that every Dutch citizen will become guilty until proven innocent, which is at conflict with the foundation of Dutch Law. So will the verdict be: “innocent until proven guilty” or “guilty until proven innocent”? We’ll just have to wait and see…

De shared service initiatieven die de laatste jaren in de publieke sector ontplooid worden, duiden erop dat high performance bij overheidsorganisaties op de agenda staat. Het feit dat organisaties zelden ‘all the way’ gaan bij het implementeren van dit bedrijfsmodel, laat echter zien dat ware high performance nog een brug te ver is. lees verder…