Forbes contributors publish independent expert analyses and insights. I'm a customer experience consultant and customer service trainer. This article is more than 10 years old. Here's a recap: 15 of ...

When I've talked to people about their continuous-improvement (CI) initiatives and asked why they are doing them, I have received all sorts of different answers. Some people want to get lower ...

The Chippewa County Department of Human Services (CCDHS) in Wisconsin works like most other government human services groups, providing child protection services, foster and respite care, elder abuse ...

Growth companies that master both continuous improvement and breakthrough innovation outpace those that only optimize.

The Interactive Customer Evaluation system is a Department of Defense web-based program that allows customers to provide feedback on services offered at Fort Novosel and is a driver for continuous ...

The Primary Health Care Corporation (PHCC) is celebrating Customer Service Week under the slogan Your Service, Our Responsibility, ...

We have written recently about the importance of seeing lean manufacturing as a means to improving customer value, rather than simply as a “cost reduction” initiative. Our view is that too tight a ...

Case study examples from DSM Dyneema and Hunstman Corp. illustrate how providing everyone with simple-to-use analytics tools can dramatically improve production and business operations. All the ...

The Agricultural Development Bank (ADB) PLC celebrates this year’s Customer Service Week by reaffirming its commitment to ...

Knowledge and experience in quality and continuous improvement are highly valued by today's employers. The principles are being applied in engineering, healthcare, business, service, nonprofits, and ...

If you’re in a customer-focused business (and really, who isn’t?), you’re always looking for feedback. How was their experience when they entered your store? Were they able to easily navigate your ...