Soft Measurement: A Vital Ingredient in Quality Improvement

During the early days of the quality revolution, when quality improvement efforts were focused primarily on manufacturing, managers measured hard facts – errors, rejects, and production time – as a way to document tangible improvements in the production process.

But quality is no longer a revolutionary idea. As it has spread beyond manufacturing and as the movement has matured, the words “quality” and “measurement” have taken … [ Read more ]

Making Mergers More Successful

The cost of failed mergers is enormous. Many mergers fail because the human and cultural sides of integration are not managed as carefully as the financial and structural sides. This paper describes a process that has been used in two mergers to address the human and cultural sides of integration and has reduced the pain and time needed for integration and cut the inevitable customer … [ Read more ]