Peter Ankerstjerne
Number Of Publications
10 articles
Service Management 3.0: The Next Generation of Service
If all companies effectively compete on service, the key differentiator then lies in the service management model and the ability to execute […]
Linking Customer Experience with Service Employee Engagement
In this white paper, ISS performed a series of regression analyses for their data, and subsequent research has revealed important new knowledge […]
Service Management 2.0: The Next Generation of Service
Leadership and culture play a greater role in effective service organizations today than ever before. Value-based leadership is an effective way to […]
How 'New Ways of Working' Affect Our Use of Facilities
How we work has changed dramatically over the last 50 years. This has impacted our use of facilities, as they support how […]
Successful Transition in Outsourcing
This white paper shows how job transition impacts productivity, job satisfaction and customer satisfaction, and how a robust transition management plan can […]
Service Management 3.0: The Future Direction for FM
Learn about the essence of service and improve service management by shifting away from commodity thinking and putting the quality of the […]
Working with Change Management in Service Outsourcing
Service outsourcing creates many changes. For the employees who will be outsourced, the changes are significant. But also for the rest of […]
Indirect Cost Savings When Outsourcing
Cost reduction remains the most important reason behind outsourcing decisions. While indirect cost savings are rarely identified and realized as part of […]
Multiskilling and Job Satisfaction in Outsourcing
Companies who provide facilities management through an integrated solution have to commit to multiskilling of their staff in order to be effective. […]
HR Issues to be Considered When Outsourcing Services
Although HR issues are crucial determinants of the success of service outsourcing processes, they are too often paid inadequate attention. The area […]