Dr. John Terninko has integrated his diverse experience base (electrical engineering, operations research, organizational development, teaching, continuing education and management consultation) to develop a unique intervention style for organizations. Download PDF Transcript of Podcast Related Podcast: The Power of 3: QFD, Taguchi, TRIZ Note: This is a transcription of a podcast. It has not gone Read More …
Dr. Eli Goldratt, founder of the Theory of Constraints, said Reaching The Goal: How Managers Improve a Services Business Using Goldratt’s Theory of Constraints was one of the best books ever written on TOC. It was published in 2008 by IBM Press and authored by Dr. John Ricketts, a practitioner and innovator in the field Read More …
Debashis “Deb” Sarkar is one of world’s leading lights in the space of service Lean. He has been researching, experimenting and working on how to successfully implement the Lean principles to service companies. His work is encapsulated in books such as Lean for Service Organizations and Offices: A Holistic Approach for Achieving Operational Excellence and Read More …
John Goodman is Vice Chairman of Customer Care Measurement and Consulting (CCMC). CCMC’s customer satisfaction and loyalty surveys and analytics are used by leading Fortune 500 companies from every industry to produce a better ROI from their investments in customer experience. John has managed more than 1,000 separate customer service studies, including the White House Read More …
Dr. John Ricketts is a practitioner and innovator in the field of Theory of Constraints. His book, Reaching The Goal: How Managers Improve a Services Business Using Goldratt’s Theory of Constraints, was published in 2008 by IBM Press. Reviewers on Amazon.com soon gave it a five-star rating. And Dr. Eli Goldratt, founder of the Theory Read More …
John Steinbach has combined the approaches of Appreciative Inquiry and Open Space into his dynamic and positive Opening Appreciative Space process .This process starts with Appreciative Inquiry; a positive approach to change that can be used by individuals, teams, organizations, and communities. Through an interview process that focuses on strengths and high-point experiences, Appreciative Inquiry Read More …