During the last several centuries, the economy of the modern world emerged from a contract—unwritten, unspoken, almost unrecognized—between risk-takers who started businesses and the hirelings who did the work to ensure those businesses’ survival and profitability.

According to CX Network’s latest “Annual Global State of CX Report,” showing return on investm

(Routledge: New York) -- Workforce readiness is an issue that is of great national and societal importance.

Outsourcing is historically one of the most misunderstood concepts in quality management system (QMS) implementation and operation. Prior to ISO 9001:2015, the requirement for outsourced processes was limited to a few sentences in the standard’s clause 4.1.

I have been thinking a lot lately about a maxim that Seth Godin likes to use: “What is it for?”

Often the words “collaboration,” “coordination,” and “cooperation” are used to describe effective teamwork. But they are not the same, and when we use these words interchangeably, we dilute their meaning and diminish the potential for creating powerful, collaborative

Last February I had the opportunity to observe healthcare providers up close and personal at one the world’s premier hospitals.

Historically, conventional wisdom among business managers was that the higher the quality, the higher the cost. This perception still holds true today among a few business managers.