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Performance Digest
Oct. 13, 2009
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Employee-Customer-Employee: Closing the Feedback Loop
from CRM Buyer
Giving customers opportunities to comment on their experiences is just one component of a top-notch customer service operation. If you fail to close the feedback loop by delivering that information back to your employees, then you'll miss a critical step toward improving customer service and nurturing loyalty. More

Stop the Profit Drain: Pull Data Across an Entire Organization
from Industry Week
Michael Newkirk knows a company that has 16,000 process improvement software licenses installed on the laptops of virtually every engineer that touches the manufacturer's product. These individuals, most of whom are trained Six Sigma Black Belts, are experts in analyzing data to improve yield and performance. More

Waste Not, Want Not: The Key to Reducing Costs
from The Washington Post
According to Patrick Hagan, our health care problems will not be solved until we address the reality that, from the perspective of the patient, only 5 percent of what health care providers do actually provides value. More

Sink or Sail?: Moving from Instinct to Data-driven Decisions
from Hospitality Net
For years, making decisions in revenue management and, to some extent, hotel management has been ruled by gut instinct. Revenue managers and hotel operations executives frequently justify their rate setting decisions by saying, "I have a feel for the market" or "I know what the market will do." Yet when asked for a concrete example of how they knew this, they usually have no answer. More

Your Company May Not Be Recession Proof Yet Your Attitude Is
from Reuters
Across the country, financial experts are debating when the global economic recession will end. One thing most experts agree on is the recession does not discriminate; businesses of every size and industry have been affected by the economy. While business leaders continue to navigate through these challenging times, it is critical to remember there is one thing that is recession proof - your attitude. More

Working Adults and Displaced Workers Get Boost with $11.25 Million in Grants to Go to College
from The U.S. Department of Education via The Gov Monitor
The U.S. Department of Education announced the award of $11.25 million in grants for 29 projects to benefit working adults and displaced workers pursuing degrees or credentials in community colleges. More

If You Only Do One Thing This Week - Find a Mentor
Mentoring is about one generation passing on its experience, guidance and wisdom to the next, all the while teaching and testing them so that they progress and develop. More

Featured Case Study: E-Learning Transforms New joiners’ Induction Program in Winchester, England
from eGov Monitor
The Winchester, England, City Council is just one of many authorities in its area for whom induction training for new joiners was a real pain point. The council's Learning and Development Advisor Marian Ives' discusses how the induction program has transformed. More

Toyota's Method of Problem Solving
from Calgary Herald
In 1983, John Shook went to Japan to work for Toyota Motor Corp. He was a young American who’d been to Japan before, was a student of lean management and was attracted to Japanese ideas about process improvement, quality and distributed responsibility. But he didn’t know what he was getting into. More

Six Sigma Backers Say Commitment is Key
from The Buffalo News
Like many companies that use Six Sigma, ITT Heat Transfer also applied the principles of "lean manufacturing," which aims to eliminate waste. The combination of the two systems is known as Lean Six Sigma. More

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