by layertec | Nov 11, 2020 | Governance
Customer service can mean different things to different people. But in its simplest terms it means consistently achieving customer satisfaction with the supply of an organisation’s goods or services. Good customer service should be evident across all parts of a...
by layertec | Nov 11, 2020 | Governance
Good customer service requires that an organisation should plan and manage the required competency needs of its key staff. Staff deployed to front line activities that might interface with consumers should have suitable behaviours and aptitudes to deliver customer...
by layertec | Jul 7, 2020 | Governance
In creating an effective corporate governance programme to align with BS13500 the organisation should at first consider a governance policy. This should be prepared by the executive team and approved the CEO. The policy would normally be a formal document, ideally...
by layertec | Jul 7, 2020 | Governance
Creating a suitable governance arrangement is not easy. The author of this blog has worked in organisations for over twenty years reviewing governance controls etc and getting an appropriate balance right – is no easy task. Software solutions may present a very...
by layertec | Jul 7, 2020 | Governance
Once the CEO and the executive management team have defined the governance values and purpose, it is time to consider implementing the governance system. The first stage advocated in BS13500 is the governance accountability model. This framework looks at the following...
by layertec | Jul 7, 2020 | Governance
The most basic definition of corporate governance is the system by which organisations are directed and controlled. Boards of Directors are responsible for the governance of their organisations. Most businesses large and small will need some set of policies and...
