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This may seem like tooting my consultant horn but I wanted to share this story and some compelling observations. It starts off with the typical referral to a small business that is struggling with sales, marketing, operations… basically direction. Morale is low and customer experience is not tracked. I sit down with the owner who […] How do you define quality in your business? Is it through measured revenues, customer feedback, market share, or process controls? All of these indicators can provide insight into business quality but none of them address it holistically. As children we are taught results represent quality not process. For instance, a clean bedroom is indicative of […] |