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Success Begins with Quality Customer Service

Chart Your Course

Moreover, the 2012 Accenture Global Consumer Pulse Research Study found that 63 percent of consumers said the quality of customer service received is the most important factor when choosing a brand. The 2013 GE Capital Major Purchase Shopper Study found that 81 percent of consumers will research a product online before buying it.

Quality 182
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Mackert and Garfield Named to Board of Examiners for 2015 Malcolm Baldrige National Quality Award

Six Disciplines

—The Commerce Department’s National Institute of Standards and Technology (NIST) has named Casey Mackert, Director of Baldrige Services and Dr. Jan Garfield, Baldrige Client Coach at Six Disciplines Consulting Services in Findlay, Ohio, to the Board of Examiners for the 2015 Malcolm Baldrige National Quality Award.

Quality 70
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The Best Leadership Books of 2016

Leading Blog

O NCE AGAIN we see that despite our rhetoric, what we are is reflected in our leaders and leadership. As technology becomes more disruptive and we see more importance placed on big data and artificial intelligence, what will matter most are those things that make us human – the soft skills. The ability to quickly master hard things. (If

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The Final Piece to the Quality Hire Puzzle

Strategy Driven

Weed out early on; technology helps. A recent study conducted by research firm Aberdeen Group shows that companies that implement automated solutions for background screening, employment or education verification, and reference checking, experienced 60 percent better quality hires compared to those without screening solutions in place.

Quality 68
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Developing a Leadership Training Program for High Potentials: A Case Study

Great Leadership By Dan

Developing a Leadership Training Program for High Potentials: A Case Study. Given the number of baby boomers expected to retire between now and 2030 (the last group of baby boomers reach of the age of 65 in 2030, and, of course, some may choose to work past age 65) organizations need to prepare others to take over leadership roles.

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3 Ways Pixar Gains Competitive Advantage from Its Culture

Michael Lee Stallard

Ed Catmull, President of Pixar Animation and Walt Disney Animation Studios, describes what he’s learned about leadership and corporate culture in his excellent new book, Creativity, Inc.: With the leadership change, Disney began to produce hits such as Tangled and Wreck-It Ralph. Care about people first.

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How to Compete Like the World’s Most Innovative Leaders

Skip Prichard

Whether you have invented an amazing new technology or product, you could still fail. Ultimately, Edison’s commercial victories over Tesla were due not to the superior quality of Edison’s ideas but to differences in the men’s innovation capital. What better way to signal that you have leadership capabilities?