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Customer Satisfaction Requires More Than Satisfactory Service

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A traveler attempting to book a ticket by phone became frustrated after choosing from a menu of endless options, then waiting on hold for 20 minutes before eventually being transferred twice—the second time to a dial tone.

Reduce Workplace ‘Bah Humbugs’

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The holiday season is like a magnifying glass that enlarges both the best and the worst in us. This time of year induces joy, caring, and generosity, but it can also magnify stress, anxiety, and heighten conflict at home and in the office.

CMSC 2012 Call for Papers

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(CMSC: Benbrook, TX) -- The Coordinate Metrology Society (CMS), the membership association for measurement professionals, has announced a call for papers for the 2012 Coordinate Metrology Systems Conference (CMSC).

Focus 10 Brings CMM and Handheld Scanning to a Higher Level

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(Nikon Metrology: Brighton, MI) -- Focus 10, Nikon Metrology’s point-cloud software that streamlines the digital inspection process, offers a completely new user interface and now provides support for handheld laser scanning and tactile probing.

Book: <em>Risk Monetization</em>

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(CRC Press: Boca Raton, FL) -- Risk Monetization: Converting Threats and Opportunities into Impact on Project Value, by Glenn R.

New Haven ASQ and Juran CEO Team Up for LSS Training

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(Juran Institute: Southbury, CT) -- Joseph A. De Feo, president and CEO of Juran Institute Inc., one of the world’s leading authorities on transformational change systems and breakthrough management principles, will facilitate a one-day workshop on lean Six Sigma.

Fundamentals of Random Vibration and Shock Testing

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(ERI: Santa Barbara, CA) -- Earthquakes are only one of the subjects being discussed at the “Fundamentals of Random Vibration and Shock Testing” course led by mechanical engineer expert Wayne Tustin. The course will be held at ANCO Engineers Inc.

Linking Quality Management and Risk Management

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Much has been written and discussed about “risk” being the future of “quality.” But what does this really mean, and how does it work?

Risk Management: Planning to Avoid Losses

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It sometimes seems that few people can accurately define risk management, let alone apply it in their organization. Yet, a risk management plan can help an organization identify and correct hazards and substandard work practices before bad things happen.

Preparing for Pandemics: How Cisco Immunized Its Operations

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Cisco Systems Inc., headquartered in San Jose, California, runs one of the most complex supply chains in the global information technology industry. The company relies on more than 1,000 suppliers, four contract manufacturers, and 50,000 purchased parts.

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