Quality & Service

Operational performance metrics are vital, but most organizations do not design or use them correctly.

Effective product returns strategies can result in increased revenues, lower costs and enhanced levels of customer service.

Leadership and management innovation must drive a comprehensive ethos of excellence.

Companies with the best connections to their customers focus on the people and businesses that buy from them.

A framework for gaining a clearer understanding of customer preferences.

Companies lose money because they treat pollution control and plant operations as separate concerns. But it costs less in the long run to make plant managers true partners.