February 2006


Open Access

Rapid Knowledge Transfer: The Key to Success

by English, Michael J.; Baker, William H. Jr.

Rapid knowledge transfer (RKT) involves the discovery, learning, creation, and reuse of knowledge that becomes intellectual capital that can be converted into value and profits. The concepts of RKT are applicable to quality management because its four...


Your Customers Are Talking, But Are You Listening?

by Westcott, Russ

Few companies have a process to listen to their customers and act on the information. Without a method to measure how satisfied customers are, the door is left open to the competition. The listen, collect, analyze, learn, improve (LCALI) process can...


What Are Quality Reputations Worth?

by Freiesleben, Johannes

The practical successes of Six Sigma have shown that quality initiatives have a substantial effect on an organization's bottom line. Yet quality professionals may experience difficulty convincing managers to keep up the efforts once a quality objective...


Project Teams: How Good Are They?

by Guttman, Howard M.; Longman, Andrew

Project teams have become the basic work units for most enterprises, but there are tough challenges, as illustrated by notable project failures featured in the media in recent years. A recent Quality Progress survey revealed a conflicting picture of...


Link Satisfaction To Market Share and Profitability

by Allen, Derek

Organizations seeking to link customer satisfaction data to profitability can choose from a variety of business outcome measures. However, the level of customer interaction varies among industries, making it difficult to link customer satisfaction to...


Manage Complaints To Enhance Loyalty

by Goodman, John

Every customer complaint represents a chance to correct a flawed process, educate a customer, and strengthen loyalty. But unless management can quantify the return on investment of complaint handling, they won't see the link between complaint handling...



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