Our Customers Expect "Total Transaction" Quality. So That's What We'd Better Be Building.

Many attempts to get closer to the customer involve asking the customer to talk to you about you.

HR needs to get the message out that what matters is to ensure that the things customers want get done right and as fast as possible.

Customer satisfaction alone can't provide the kind of energy organizations need to sustain continuous improvement.

The problem isn't "Next Big Things"; it's "Next Big Thing'ism"