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A popular business axiom states you can only manage what you measure, and nowhere is that more true than in the realm of legal helpdesk (also often referred to as the service desk) support. Measuring service levels, ticket volumes, total incidents, and user satisfaction is only of value if the available data is compared to other metrics, and most importantly, acted upon. While gaining access to such data assumes a certain level of internal (or outsourced) helpdesk reporting technologies and software, there's no excuse for turning your back on benchmark data.
Features
In Jan. 30, 2007, the Microsoft Office Asynchronous Binary era, with its shrouded commands, cascading menus and copious toolbars, ended with Office 2003 giving way to Office 2007. With trepidation, those of us who had a personal 18-year business relationship with it knew what was coming. We had a choice; we needed to either acclimatize to this new environment or fall behind technically like those who clung to Lotus 1-2-3 and WordPerfect 5.1.
When the vast amounts of personal information collected by businesses are outsourced to various types of contractors and vendors, the legal consequences can be significant. Here's what to do.
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The new UK Bribery Act comes into force in April 2011. It has been described by some as the most draconian anti-corruption law in the world.
It is estimated that there are more than 300,000 medical marijuana users in the country today. How does this affect an employer's drug policies?
The Wall Street Reform Act is incredibly broad in scope and dwarfs the Sarbanes-Oxley legislation that followed the accounting scandals of the previous decade. Here's what it means.
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Ensuring longer-term and continuous improvements in providing greater value, and therefore sustaining higher levels of client satisfaction, requires addressing areas that have received little attention in the whole value discussion — the recruiting and development of associates.
Features
The regulatory frenzy swirling about health care and employer plan accounting, coupled with our aging population and demographic shifts has created a perfect storm. We are besieged with commentary that Medicare is bankrupt, and the new accounting standards for employers require transparency to market and present value calculations of long-term liabilities, which creates havoc for employers for tax-planning and compliance purposes.