May 2014

Virtual Voices

by Wigent, Dave; Sinn, John W.; Adams, Mike

Social services departments in seven Ohio counties and a university banded together to serve an influx of applicants and improve service by implementing a virtual call center....


Plan of Attack

by Machado, H.F.

Every importaant business project has a logical starting set of conditions, followed by a set of events that lead to a logical completion of defined objectives....


Open Access

Making the Rounds

by Volland, Jennifer

Executive leader rounding helps organization leaders connect with the voice of the customer and understand day-to-day procedures to identify needs or shortcomings in service delivery....


Open Access

Catching Fire

by Liu, Shu

Teams can use the seven creativity strategies and their related tools to develop creativity to solve quality improvement problems....



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