Monthly Archives: July 2013

Business Process Improvement is a Journey

Improving a business process is not a one-time event. You cannot spend the time improving a process to deliver effectiveness for the customer and efficiency for the business, and then never look at it again. Now you may think, “well … Continue reading

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Workbook Due Soon

Just read the proof for my new book due at the end of July – The Power of Business Process Improvement: The WORKBOOK, which complements the hardcover book.

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Engage Employees to Deliver Great Customer Service

It should not come as any surprise that delivering great customer service depends on the front line, and that engaged employees deliver better customer service than disengaged employees. What is McDonald’s problem today with a rise in customer complaints about … Continue reading

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