|
|||||||||||
Want to Improve Customer Service - Treat Your Employees Better
This is the title of a recent report in the University of Pennsylvania newsletter Knowledge @ Wharton. Part of the article reports on "a recent study conducted by Marshall Fisher, a professor of opera Read More…
We Need to Apply Quality Improvement Lessons to Safety
As I fine tune next week's Leadership and Culture Development for Higher Health and Safety webcast presentation, I've been reflecting on the lessons learned from the quality movement and the widespre Read More…
Vision, Values, and Mission: Well Lived Trumps Well Written
In preparation for an offsite executive team retreat, the executive organizing the session sent me a draft of the mission and vision statements "we've been struggling with." She included earlier versi Read More…
