Leadership

Articles

Does Your Business Need Continuous Improvement?
Continuous Improvement is often considered as one of those things that businesses should do – much like being customer-centric. However, many businesses struggle to really make it part of their DNA
Customer Satisfaction, Employee Experience, Leadership, Quality Management Systems
Improve Business Processes Through Automation
Improve the management of business processes, communications and workflows, quickly and easily.
Business Process Automation, Continuous Improvement, Leadership
What Does ‘Top Management’ Commitment Mean for Management Systems?
Let's clear up some confusion, even apprehension, around who is responsible for top management commitment.
Leadership, Quality Management Systems
When Customer Service Fails
Do you know what your customer service staff say to your customers? How are your customers really being treated? Every day, staff are interacting with customers. What impression do customers take away from their experience with your staff? Consider the following interaction between the service staff at a car dealership and a long standing customer…
Customer Experience, Customer Satisfaction, Leadership