Download e-book for iPad: Call Center Controlling by Horst Tisson

By Horst Tisson

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Eine Steuerung kommt dadurch zustande, dass die durch die KontroUfunktion ermittelten Plan-Abweichungen analysiert und die hieraus abgeleiteten Informationen wiederum an die Planungsfunktion zuriickgegeben und gegebenenfalls MaSnahmen eingeleitet werden. sU pp Das Ziel der Balanced Scorecard besteht darin, Leitbild, Vision und Unternehmensstrategie in MessgroCen zu iiberfiihren, die die Basis fiir ein strategisch-operatives Management-System bilden. Der urspriingliche Aufbau geht von vier Blickrichtungen, so genannten Perspektiven, aus.

Jahrhunderts wurden in Unternehmen die ersten Controlling-Stellen geschaffen. In Deutschland entwickelte sich das Controlling erst nach dem Zweiten Weltkrieg. Seitdem ist die Bedeutung von Controlling-Aufgaben enorm gewachsen, in Wissenschaft und Praxis hat das Controlling mittlerweile einen festen Platz. Controlling besteht aus den Funktionen Planung, Kontrolle und Steuerung, einem Re- x gelkreislauf, in dem die Planungen standig uberpriift werden. Planungen konnen fur verschiedene Perioden aufgestellt werden.

B. ^8 Uberall dort, wo die Kundenbeziehung die Qualitat des eingesetzten Personals erfordert, um einen bestmoglichen Umsatz zu erzielen und dies von der Kundenorientierung der Mitarbeiter beeinflusst werden kann, sollten Moglichkeiten geschaffen werden, die Wertschopfung immaterieller Giiter zu messen und auf die Strategie auszurichten. Immaterielle Werte 57 Einem immateriellen Aspekt wie „motiviertes, gut vorbereitetes Personal" kann in der Kegel kein konkreter finanzieller Wert zugerechnet werden.

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