Out of the Crisis W. Edwards Deming MIT Press Deming proved prescient as always with the 1982 publication of this book, which urged that management not be judged only by the quarterly dividend. He advised a management transformation that would protect future earnings an... More »

Senior Leaders & Executives , Workforce Development

Business Impact , Competencies , Human Performance Improvement , Management Development , Training and Development - General

ConnectiCare of Farmington, Conn., recognized that fact. The managed care company, a 2006 ASTD Excellence in Practice winner, found success in customer service training by instituting a year-long customer service initiative called "The Royal Treatment." Seeking to impro... More »

Learning & Development

Business Impact , Competencies , Intermediate-level Content , Measuring and Evaluating , Training and Development - General

When repeated attempts to correct his employer's questionable billing tactics failed, Mark Erickson decided to cooperate with federal prosecutors. He allowed investigators to eavesdrop on his conversations and made copies of documents before they were shredded. As a one... More »

Government

Business Impact , Competencies , Intermediate-level Content , Training and Development - General , Trends