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Predicting Future Behavior

Predicting Future Behavior

Alexander Edwards, President, Strategic Vision, explains how to use voice of the customer to predict... [more]

Customer Journey Maps: Tool and Example

Customer Journey Maps: Tool and Example

Lisa Custer, Firefly Consulting, discusses how to create a customer journey map, how it becomes more... [more]

The Hidden Factory

The Hidden Factory

In this episode, learn about the concept of the hidden factory and how it can affect any organization... [more]

Ask Questions to Lean the Enterprise

Ask Questions to Lean the Enterprise

Gary Vansuch, Director of Process Improvement, Colorado Department of Transportation (CDOT), explains... [more]

Customer Focused Quality Professionals: Moving From SIPOC to COPIS

Customer Focused Quality Professionals: Moving From SIPOC to COPIS

Arun Hariharan, founder and CEO, The CPi Coach, explains how quality professionals are essential to any... [more]

Understanding the Joint Commission's Robust Process Improvement Program

Understanding the Joint Commission's Robust Process Improvement Program

Joint Commission President and CEO Mark R. Chassin, M.D., explains the robust process improvement... [more]