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Articles by Patrick Kiger

Succession Planning Keeps WellPoint Competitive

June 20, 2002
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WellPoint's Human Resource System identifies key succession candidates, allowing it to quickly promote from within. Management builds on its strengths, and the company saves millions of dollars in recruiting and retention costs.
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How Performance Management Reversed NCCI's Fortunes

June 20, 2002
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A new system brought gains in efficiency and productivity that helped the company battle back from near extinction and offer multi-million dollar price breaks and rebates to its owner-customers.
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02 - Global Outlook - Deloitte Touche Tohmatsu

June 20, 2002
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HR at Deloitte Touche Tohmatsu revamped an international career development program, added assessment tools, and then marketed the program to candidates and executives.
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How Performance Management Reversed NCCI's Fortunes

June 20, 2002
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A new system brought gains in efficiency and productivity that helped the company battle back from near extinction and offer multi-million dollar price breaks and rebates to its owner-customers.
Read More

Discovering and Fixing Customer-Service Ills

April 23, 2002
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Replacing knowledgable customer-service reps wasn't an option, so Process Software put its staff through training. Within a month, complaints were down more than 50 percent.
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HR Proves Its Value

April 7, 2002
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At SYSCO, subsidiary companies only buy HR programs that achieve results. That means HR has to figure out what they need -- and what will affect the bottom line.
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Lessons from a Crisis How Communication Kept a Company Together

November 4, 2001
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HR in any organization can learn from Aon Corporation's cataclysmic September 11 experience. Evacuation drills and first-aid kits aren't enough anymore. HR also has to prepare a crisis communication plan.
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