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Why Your Boundaries Aren’t Working

Posted: December 17, 2017 at 1:21 pm   /   Blog, Productivity

G U E S T  A R T I C L E Anger is often a sign that a boundary has been crossed. Learning how to set appropriate boundaries is difficult, but it will change your leadership and your life. You may need to set boundaries with yourself to be more effective, or you may need […]

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Exercising Influence Cross-functionally to Drive Product and Service Excellence

Posted: December 9, 2017 at 1:54 pm   /   Blog, Performance

G U E S T  A R T I C L E Exercising Influence Cross-functionally to Drive Product and Service Excellence  If you are a Quality and Compliance professional, you are very likely a proponent of the idea that senior management’s commitment is essential to the successful implementation of any Quality Management System (QMS). Leadership […]

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CSV CSR – Creating Shared Value VS CSR explained

Posted: December 3, 2017 at 11:42 am   /   Blog

G U E S T  A R T I C L E reating Shared Value (CSV) is a new strategy concept that gets more and more attention. And there’s a strong link to Corporate Social Responsibility (CSR). In fact, it’s one of the few really new innovative strategy ideas from the last 10 years. You […]

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Skills Matrix Instructions

Posted: November 25, 2017 at 5:13 pm   /   Blog, Performance

G U E S T  A R T I C L E he Skills Matrix is a collaborative Lean tool to help increase the team’s capacity by cross-training employees. It should be used to create learning plans, not to assess performance. Here is Example of a Skills Matrix for Administrative Assistants, in an Application Process […]

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Top Project Management Approaches Explained [A Visual Guide]

Posted: November 18, 2017 at 1:03 pm   /   Blog, Project Management

G U E S T  A R T I C L E A project is a unique, temporary endeavor with a definite beginning and end that’s undertaken to fulfill a specific set of goals and objectives. As such, the Project Management Institute defines project management as “the application of knowledge, skills, tools, and techniques to […]

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Which Way Forward for Quality in Canada

Posted: November 9, 2017 at 10:54 pm   /   Blog, Quality

G U E S T  A R T I C L E This article is a summary of a keynote presentation given by Dan Corbett at the ASQ Canada Conference in Ottawa on September 25, 2017. Canada is embracing a new era of opportunity in international trade, where the quality of our goods and services, […]

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Changing Definition of Quality

Posted: November 9, 2017 at 10:34 pm   /   Blog, Quality

What Did Quality Mean in the Past? Focus on: Conformance to requirements Defects / deficiencies Within specifications The Goal was customer acceptance Examples:   What Does Quality Mean Today? Today, the Customer assumes all products will meet expectations Less than 50% of issues reported by the customer are hard failures The Goal is to surpass […]

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6 Tell-tale Signs that Your Employees Need Customer Service Training

Posted: November 1, 2017 at 9:36 pm   /   Blog, Customer Experience

G U E S T  A R T I C L E Great customer service isn’t just about effective customer complaint management. It’s about providing a positive experience at every touch point or customer interaction, as excellent client service reaps loyal customers, who are worth 10 times as much as their first purchase. Customer service […]

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ASANKO Ghana Gold Mine Site – Symbols that embody a culture of quality and safety

Posted: October 28, 2017 at 1:27 am   /   Blog

G U E S T  A R T I C L E ASANKO is a Canadian company (Vancouver Headquartered) listed on the Toronto stock exchange. (TSX-AKG ). ASANKO Ghana Gold Mine Site is expected to produce some 200,000 ounces of gold. At current prices that’s ~US$240,000,000. Bill Osborne, a long time member of ASQ Ottawa […]

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10 Reasons Your Business Must Have Live Chat On Your Site

Posted: October 20, 2017 at 8:04 pm   /   Blog, Customer Experience

G U E S T  A R T I C L E Chat apps are everywhere these days. People communicate by text message, WhatsApp, Facebook Messenger, iMessage, Telegram, and dozens of other similar ways. Whereas once everyone communicated through phone calls, now we communicate by typing into our smartphones. Yet surprisingly, many business still rely […]

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