Auxilium Management Service - Executive Summary

Number 2 (2011 - February):
Complaint management should be management of customer satisfaction

Despite perfect job instructions, a good organization manual, and exact internal controls mistakes cannot be prevented and it will occur that a customer is dissatisfied. It even might be that the performance was faultless but a customer (or a potential customer) perceives it as faulty... – topics:

Not to receive any complaints is not good at all

To receive only few complaints is not a significant indicator of customer satisfaction

Prompt and adequate processing of complaints

Unfair voicing of complaints

The complete paper in German can be downloaded as PDF:

download PDF (GERMAN)

EXECUTIVE SUMMARY

Compliance and Risk Management reloaded

What is new since ISO 31000 has been published and the system of management system standards has been introduced by ISO? – topics:

The so called risk based approach
ISO 31000
The risk management process a plug-in-dongle
Compliance risks
download PDF (GERMAN)

THINKTANK

»Profiting from the US Marketplace:«

(Don Keysser, Minnesota - )
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Auxilium: Our U.S. Commercial Partner Don Keysser of Hannnover LTD. in Minnesota asked whether you are »Making the right Choices?« He talked about reasons to decide for the U.S. market, key issues when doing so, distribution channels and financing. (on Oktober 15th,2014 at Fraunhofer Heinrich-Hertz-Institute, Berlin)

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