June 2015

Open Access

Like Abilities

by Liu, Shu

Beyond providing quality products and services, organizations must gain trust by engaging customers on social media and cultivating trust agents. An organization can no longer ignore customer complaints because customers are just one Google search away fr...


Open Access

Assessing the Landscape

by Ramsay, Owen

To achieve organizational change, the entire workforce must be included and engaged in the efforts. The first step is to take a close look at the organization’s business environment....


Change in Flow

by Patel, Raj C.

“The customer deserves to receive exactly what we have promised to produce,” Philip B. Crosby wrote in his classic work, Quality is Free. But how do organizations ensure this happens?...


Open Access

What's Your Next Move?

by Hansen, David

We want to solve problems, but how should we? Continuous improvement initiatives are deployed everywhere, and we use all types of improvement methods based on the scientific method to identify and solve problems, and resolve conflict and issues....



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