November 2008


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Talent Show

by Leatherbury, Jon

When an HR team determined it could save its company millions of dollars through stronger retention of customer service (representatives, leadership raised a collective eyebrow and quickly asked HR to make it happen....


The Quality Professional as Organizational Gardener

by Dew, John

Many quality professionals understand that the answers to these questions require the ability to envision their organizations as living entities, existing within their understanding of systems theory. We work with organizations and people, not on organiza...


No Longer Waiting for Answers

by Schooley, John

The emergency department at Presbyterian Hospital in Charlotte, NC is often stretched beyond capacity. Patient volume in the 43-bed ED has jumped 34% in the past four years, and more than 86,000 people are expected to seek care there this year....


Open Access

Total Quality, Total Commitment

by Watson, Gregory H.

An innovative approach to quality helped A.V. Feigenbaum create the concept of total quality management. Indeed, Feigenbaum’s quality contributions have been praised by U.S. business leaders and quality professionals around the globe. Armand V. Feigenbaum...


Open Access

On the Same Page

by Chircop, Jeanne Nickerson

Memorial Hermann’s first priority has always been to deliver quality healthcare (see sidebar, "About Memorial Hermann"). Every hospital in the Memorial Hermann system also has developed self-directed Medicare action plans. For hospital systems like Memori...



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