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This Week in Quality Digest Live
Customer Care Features
Innovating Service With Chip Bell
A relationship without trust is like a cell phone without service; all you can do is play games
Annette Franz
A root cause analysis
Willie L. Carter
Redesigning your organization around lean thinking
Stephen McCarthy
New technologies can drive a shift toward prevention

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Customer Care News
Chick-fil-A leads; Chipotle Mexican Grill stabilizes
Consolidated Edison posts large gain; patient satisfaction is stable
Partnership for a Cleaner Environment (PACE) program has grown to more than 40 suppliers in 40 countries
Trader Joe’s tops supermarkets; Home Depot overtakes Lowe’s
TVs and video players lead the pack, with internet services at the bottom
AIAG’s director of corporate responsibility comments on impact of new ethics language in upcoming IATF 16949
Good news for Detroit
The Baldrige Criteria for Performance Excellence can help
ISO/PC 303 project committee will provide international benchmarks to reduce purchasing risks

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Quality Digest Live -- January 13, 2017

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