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Service Excellence @ Novell: Taking Customer Service from Cost to Profit

by Nova Vista Publishing's Best Pr Editors

Ten years ago, Novell's customer service division was pleasing customers. But in a high-impact transformation, the division changed the way it handles customer care. Now it is no longer a cost center: it contributes...

Leading Innovation: Creating Workplaces Where People Excel So Organizations Thrive

by Brian McDermott & Gerry Sexton

It's common to see the word "innovation" in mission statements, but it can't be mandated. By learning how to link innovation to real business needs and tapping into the creative forces of an organization's people,...

Political Protest and Labor Solidarity in Korea

by Doowon Suh

East Asia has undergone an intense period of economic development and accompanying social change in recent years and among the unforeseen social phenomena that have emerged are new forms of trade unions. This...