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Customer Takeaways: Should It Be the First or Last Impression?
As you think about the customer experience, which impression has the most effect: the first one or the last one? Which one is the lasting impression?
Developing Capable People
‘When you find him, come and tell me so I can worship him, too.”
The ‘Teach Once’ Fallacy of Cultural Change
For those of you who are improvement practitioners, are you satisfied with the organizational results of your efforts? I have a feeling most of you would answer, “Far from it,” and would almost unanimously feel that you could be more effective.
The Quality Department ‘Tour of Duty’
Starting with the board and the CEO, the pursuit of quality or excellence is the job of everyone in the organization.