What Is Quality and How Is It Achieved In a Service Environment? – Part One

“Quality” may be one of the more over-used and least-thought-about words in our business vernacular.  We’ve gone through cycles where we used different terms to characterize our attempts to “do” quality better.  Remember Total Quality Management?  How about the focus on ISO 9000?  And more recently, “Six Sigma,” “Lean,” and “Agile” have emerged as concepts […]