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Open Access

One Good Idea: TREAT Your Customers

by Sedlock, Ron

The missing piece to the quality puzzle is service quality. It is the catalyst needed to activate the quality ingredients that produce the results you want....

Open Access

One Good Idea: Time for a Change

by Tan, Adrian

To be an effective change agent, you need to know one irrefutable truth: Change is necessary if organizations want to adapt to their business environment. This makes the role of the change agent extremely important....

Open Access

One Good Idea: Number Nine

by Navetta, Jim

Keeping the eight lean wastes in mind when creating a process flowchart is a great way to target improvement opportunities. But during the course of several projects, I’ve come across another form of waste....

Open Access

One Good Idea: Taken to Task

by Youssef, Magid

There’s an easy way to build quality into the organization: by working inside out—or, to put it another way, by applying quality management principles at the task level....

Open Access

One Good Idea: What's the Plan?

by McCain, Cecelia

Launching a project without a plan is a blueprint for disaster. So, when ER-One needed to transition the management of newly acquired hospital emergency departments to its organization, it turned to advanced implementation quality planning....

Open Access

One Good Idea: Cut Down on Redundancy

by Pless, Richard F.; Block, Sharon J.

We devised a solution to help staff and auditors better understand which standard operating procedures (SOPs) were applicable and why—a form dubbed the SOP applicability worksheet (SAW)....

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