By one definition, the check sheet probably does constitute a process. It just isn’t the most useful definition. * Overall, I agree with you – everyone would be better off starting with a redesign of ...

American business author and management professor Michael Le Beauf famously said, “A satisfied customer is the best business strategy of all.” But how can a service organization truly anticipate what ...

Mark Karasek, executive vice president of engineering and chief technology officer of The Chamberlain Group, teaches students the fundamentals of changing processes within organizations. When an ...

Too often, thoughtless systems and processes sap our doctors and hurt our patients. But the cures can be worse than the diseases. Crowdsourced Healthcare: What Britain’s Doctors Ordered? "Design ...