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And the survey says...customer behavior can't always be predicted
Statisticians, beware. Customer service surveys are poor predictors of repeat busines. Here's how to improve the odds. Twenty years ago a few...
Journal for Quality and Participation, The, 03/01/00 by Brown, Mark Graham · More from publication -
Human capital's measure for measure
Would your HR metrics rate the seasoned sales professional the same as everyone else in your company? There's a better way to see who's worth the...
Journal for Quality and Participation, The, 09/01/99 by Brown, Mark Graham · More from publication -
Improving your organization's vision
A performance-improvement consultant says that the best company vision takes the long view of success, can be capture in a glimpse, and doesn't...
Journal for Quality and Participation, The, 09/01/98 by Brown, Mark Graham · More from publication -
Measuring up against the 1997 Baldrige criteria
This year marks the tenth edition of the Baldrige Award criteria. Although fewer companies actually apply for the award than in the early years,...
Journal for Quality and Participation, The, 09/01/97 by Brown, Mark Graham · More from publication -
Measuring up against the 1995 Baldrige criteria
As many American organizations have done a good job of improving levels of customer satisfaction, Baldrige now says focusing on quality and TQM is...
Journal for Quality and Participation, The, 12/01/94 by Brown, Mark Graham · More from publication -
Is your measurement system well balanced?
As quality management advocates we tend to think measurement is the foundation of an effective management strategy. We like to spout off statements...
Journal for Quality and Participation, The, 10/01/94 by Brown, Mark Graham · More from publication
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