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	<title>Innovation and Creativity &#124; Customer Service Excellence &#124; Project Management &#124; Performance Management</title>
	<link>http://www.quartonmanagement.com</link>
	<description>Creating Excellence in People &#38; Organization</description>
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		<title>Developing and Implementing Innovation</title>
		<description><![CDATA[The Latin root, nova, in the word innovation means new. Innovation has shaped our human society and daily lives throughout the ages. Without innovation, there won’t be electric lamps to provide light to our homes and workplaces, long distance-call would not be possible, air travel would have taken days and not hours to far reaching [...]]]></description>
		<link>http://www.quartonmanagement.com/general/what-is-creativity-and-innovation/</link>
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		<title>How To Handle Receiving Critical Feedback</title>
		<description><![CDATA[Firstly, what is critical feedback?  The Webster&#8217;s dictionary defines it as &#8220;the act of criticizing unfavourably.&#8221; Most of us would prefer to give than to receive it. We find receiving it difficult perhaps because it is often viewed as something totally negative: someone has just expressed a view that is contrary to our beliefs or judgment implying [...]]]></description>
		<link>http://www.quartonmanagement.com/leadership/how-to-handle-receiving-critical-feedback/</link>
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		<title>Service Excellence &#8211; Release Your Service Mindset</title>
		<description><![CDATA[Fundamental to delivering service excellence is a belief in people and their indisputable power of serving others. We are not referring to the power over others. Rather, we are talking about the effect you can have on others through your actions of relating or responding to them for a positive outcome.  There is nothing wrong [...]]]></description>
		<link>http://www.quartonmanagement.com/article/service-excellence-release-your-service-mindset/</link>
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		<title>Service Taboo &#8211; Putting Customer On Hold</title>
		<description><![CDATA[Have you ever been put on hold or kept waiting when you called a company? How did you feel as a customer? This is a sure killer. If your corporate music or marketing message comes on while your customer is on hold, your customer will become delirious. Recently, I called XYZ for a cab to [...]]]></description>
		<link>http://www.quartonmanagement.com/article/service-taboo-putting-customer-on-hold/</link>
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		<title>Delivering Service Excellence</title>
		<description><![CDATA[We are pleased that the Army Fitness Centre, SAF, invited us to deliver the topic to their staff members recently on March 3, 2011. Our Robert Chew presented to an appreciative audience that packed the auditorium at the Pasir Laba Camp. See their comments on the testimonial page.]]></description>
		<link>http://www.quartonmanagement.com/announcement/delivering-service-excellence/</link>
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		<title>How to Delegate and Empower Employees</title>
		<description><![CDATA[Many managers believe that if they want something to be done right, then they have got to do it themselves. No one can possibly do everything. These managers also forget that management is about getting work done through others. Delegation involves giving an employee the responsibility for part of your job and the authority to [...]]]></description>
		<link>http://www.quartonmanagement.com/general/how-to-delegate-and-empower-employees/</link>
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		<title>How to Avoid Common Appraisal Mistakes</title>
		<description><![CDATA[The way performance appraisal system is administered and the training given to managers using it probably have more to do with the effectiveness of the appraisal than any other factor. The most common appraisal mistakes are: 1. Inadequately defined standards of performance 2. Overemphasis on recent performance 3. Miscomprehension of performance standards by employee 4. [...]]]></description>
		<link>http://www.quartonmanagement.com/general/how-to-avoid-common-appraisal-mistakes/</link>
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	<item>
		<title>Transform Your Business</title>
		<description><![CDATA[  Another of my article is featured in CATS Recruit Section, page C30, of The Straits Times today, 17 June 2009. We have it reproduced here below for your reading pleasure. Businesses will need to manage the process of cost reduction well to ensure that they do not unwittingly compromise their product quality or service [...]]]></description>
		<link>http://www.quartonmanagement.com/leadership/transform-your-business/</link>
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		<title>Cut Costs The Smart Way</title>
		<description><![CDATA[Staying competitive by being the highest value provider is in the long-term interest of any business]]></description>
		<link>http://www.quartonmanagement.com/general/cut-costs-the-smart-way/</link>
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	<item>
		<title>ST701 Professional Development Workshop</title>
		<description><![CDATA[We are pleased to inform that Robert Chew, our principal consultant and corporate trainer, has been invited by Singapore Press Holdings to conduct two workshops on 26 June and 29 &#38; 30 June 2009 entitled &#8220;Cost Reduction and Workplace Improvement&#8221; and &#8220;Build Your Own Roadmap to Business Excellence&#8221; for the ST701 Professional Development Workshop.   [...]]]></description>
		<link>http://www.quartonmanagement.com/announcement/st701-seminar-workshop/</link>
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