Building a Best in Class Service Business

By Denis Olson The importance of providing a Best-in-Class service business during these uncertain and turbulent times can best be illustrated by the following Customer Satisfaction Statistics: 59% of your customers will leave if dissatisfied with your service support...

Scorecard Deployment & Organizational Alignment – MEDRAD

By John Tedeschi One of the keys to our success as a Baldrige recognized company was the deployment and company-wide embracing of our five “evergreen” corporate objectives. These objectives addressed the needs of our major stakeholders; Shareholders/Owners Customers...

Driving Functional Excellence – Best Practice Sharing

By John Tedeschi Most organization improvement initiatives are not industry specific but can be easily applied across many diverse industries. I have been involved with managing and facilitating the “Best Practice Sharing” sessions at a major annual music industry...