Despite the proliferation of quality-enhancement tools in recent years, many businesses (particularly service-oriented ones) are lagging in terms of quality performance.

Chris Gardner, director of performance improvement at APQC, explains why organizations should base measures of quality on what customers value.

APQC's perspective on best practices in benchmarking customer service levels, featuring case examples from JetBlue, MEDRAD, and Whirlpool Corp.

APQC's perspective on best practices in Empowering Channel Partners, featuring case examples from Air Products and Chemicals and Caterpillar Financial.

The second volume in this series is designed to help managers and leaders understand and develop an Integrated Enterprise Excellence (IEE) system.

The first volume of this series, written in novel form, helps managers, leaders, practitioners, and others understand the basics of the Integrated Enterprise Excellence (IEE) system. Through the course of the ...

The Integrated Enterprise Excellence (IEE) system is a set of management techniques that embeds best practices derived from the strengths of past systems, applying structured metrics and a no nonsense road-map to ...

This series illustrates the mechanics of the Integrated Enterprise Excellence (IEE) system.

Focus on the competitive superiority of customer relationships to improve profitability and strategic advantage.

In this article from Taking Knowledge and Best Practices to the Bottom Line , Gary Loveman, COO of Harrah's Entertainment, speaks about the tools and mechanisms his organization uses to develop knowledge to ...