Call centres are a source of job growth in many parts of the world. Jobs in call centres are a manifestation of the opportunities offered by ICT, together with the internal restructuring of organisations, to reduce costs and to achieve efficiencies. Extensive research has been conducted on the...

Presented here are methods for successfully controlling software maintenance activity so that present systems will be more useful and less expensive to support. While it is based on experience at Los Alamos National Laboratory, it is not based on solutions developed and implemented there. Los...

Purpose The method of understanding and managing the diversity within a business is at the heart of the reasoning behind the concept of ‘supply chain segmentation’. The overarching principle is to find economical segments within the diverse product and customer mix and to match...