Quality Improvement problem solving teams often flounder from the lack of an initial clear and concise problem statement. 12 questions you should ask yourself to make sure your AIM statements are clear, specific and focused. Full Article »

In this PEXNetwork.com video interview, Michele Boutwell, SVP IT Strategy and Planning at Citi, discusses the evolution of continuous improvement within the enterprise, offers her opinion on what Lean and Six Sigma bring to IT and argues that both IT and process professionals need better cross training in each other’s disciplines. Full Video »

You would probably recognize the company’s brands. You may have even rented a car from them. In this Process Perspectives podcast, Paul Redmond, Performance Excellence Director for Avis Budget Group in UK and EMEA licensee countries, discusses what it’s been like setting up a process excellence program at the company – how they got started, lessons learned along the way and where they’re heading next. Full Podcast »

Change is something we all must live with as part of our daily work lives. So why are some people so resistant to it and what can you do about it? Full Column »

What really matters to customers and where are companies going wrong in delivering it? This whitepaper, based on an Ipsos-MORI survey of over 7,000 consumers in 6 countries (United States, United Kingdom, Russia, Poland, France and Germany), looks at the critical areas where service providers must focus to build customer delight and loyalty. Full Whitepaper »