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In focus group discussions that I conduct at many colleges and universities to identify obstacles that prevent the delivery of excellent service, one of the most frequently mentioned is the presence of silos among departments. This is not only the case in higher education institutions, but also in many other organizations. Each department acts as […]
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“Those who measure, tend to analyze. Those who analyze, tend to improve.” said Dr. Demming, the quality guru who transformed Japanese products and services to superior quality levels in the 1980’s and 1990’s. In the past week, I have answered survey after survey from organizations that have wanted to know how I rate their service. […]
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Positive reinforcement is a powerful management tool to create employee loyalty. In fact, positive reinforcement is in the first four questions of the twelve that are used in Gallup surveys measuring workplace strength: 1. Do I know what is expected of me at work? 2. Do I have the materials and equipment I need to […]
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