Library

Using Business Process Management (BPM) to Predict Performance

Webinar Recording: Described is a business process management system which provides value chain linkage between a unique predictive organizational performance reporting methodology and the organization's functional processes...

  • Filetype: mp4
  • Publish date: 2013-04
  • Keywords:Webinar

The Holistic Approach to Lean

by Mike Micklewright

Many industries have tried to apply Lean approaches. To do so, successful companies have come to understand the underpinnings of Lean, including its fundamental principles and the type of organizational culture required for success...

  • Filetype: mp4
  • Publish date: 2013-03
  • Keywords:Webinar

Hybrid Method of Customer-Focused Service Quality Improvement

by Ito,Masahiro

An innovative approach that combines correlation coefficient and the Kano model, with a hint of Pareto analysis for highly effective understanding of Voice Of the Customer..

  • Filetype: mp4
  • Publish date: 2012-11
  • Keywords:Webinar

Managing with Metrics

by Bertels,Thomas

Even in well-managed, global companies, the failure to measure what matters can lead to unintended consequences...

  • Filetype: wmv
  • Publish date: 2012-11
  • Keywords:Webinar

Employee Engagement - How to Get It

by Stewart, Cynthia

According to BlessingWhite “Employee Engagement Report 2011”, on average (worldwide) only 1 in 3 employees are engaged in their work. Active employees who are disengaged have more illness and other issues impacting their well-being than unemployed persons - tr

  • Filetype: pdf
  • Publish date: 2011-10
  • Keywords:Employee Engagement

Avoiding Service Quality Disasters

by DeFeo, Joe

If there’s anything that every quality crisis has taught us, it’s that when quality is not put first and foremost, some very serious, damaging and far-reaching consequences are sure to follow...

  • Filetype: mp4
  • Publish date: 2011-04
  • Keywords:Webinar
Open Access

Introduction to Lean in Healthcare and Service

by Manos,Anthony

Implementing Lean in healthcare and service is different than manufacturing. The concepts are the same, but the methods to apply them are adjusted...

  • Filetype: m4v
  • Publish date: 2011-04
  • Keywords:Healthcare,Service
Open Access

Living and Breathing Service Quality

by Iverson, John

Please note: The WebEx ARF player is required to playback this recording. You may download the free WebEx ARF player: http://www.webex.com/downloadplayer.html

  • Filetype: arf
  • Publish date: 2010-12
  • Keywords:

Creating a Voice of the Customer System with Impact

  • Filetype: doc
  • Publish date: 2007-01
  • Keywords:Customer Satisfaction

The Quality Representative of the Future

  • Filetype: doc
  • Publish date: 2007-01
  • Keywords:Quality Management

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