September 2007
Build Loyalty Through Experience Management
Connecting emotionally with customers requires an organization to create a total customer experience that differentiates the organization from the competition. This is important because customers’ overall experiences with the organization and the...
Avoid Random Acts of Improvement With Baldrige
Organizations can use the best project execution methods, such as Six Sigma and lean, but be disappointed with the results if key strategic goals are not addressed. Improvement efforts should begin by first considering the characteristics of the...
Annual Quality Awards 2007
The annual quality awards listing is a guide to automotive, government, international, national, and state quality related awards, organized by type, the award’s name and sponsor, criteria, contact information, and notes. Awards in the form of...
Army Aviation Depot Does an About Face
A few years ago the Corpus Christi Army Depot (CCAD), which provides maintenance, repair, and overhaul of the Air Force Pave Hawk helicopter, was in danger of losing the contract because of problems with turnaround time and cost overruns. CCAD’s...
