Oct
19
2007
I spent a couple pleasant hours with a couple of friends last evening, discussing trends in Quailty Improvement (QI). One of the gentlemen is my main contact at a client; the other is a very experienced QI professional I’ve had the honor to consult with, and also produce articles and training. These two men have [...]
Oct
07
2007
Many firms are driving a renewed focus on customer satisfaction through a variety of initiatives. Of course, many of these campaigns are well-intentioned, and will produce important gains for their businesses. However, there’s some real concern on the part of the workers whose job it is to execute these initiatives.
Their concern centers on the apparent [...]
Sep
10
2007
Time to pack’em up and head’em out, as they say in these parts. (Actually, I’m not sure anybody talks that way in Austin anymore, unless they’re trying to fool a tourist into buying a jackelope trophy for their den.) I’m off to the other side of the world in a couple of days, and it’s [...]
