Harvard Business

AUGUST 30, 2018

One question that has long plagued organizations is how to improve performance among frontline workers, the people who actually drive customer experience. In 2016 the leadership team of a national retail organization asked us to help boost their frontline performance. To show how it works, we’ll walk you through an example.

How To 131

How To Retail Productivity Sales 131

Harvard Business

NOVEMBER 16, 2016

In March of 2016 we expanded the refund program system-wide to include all patients and all forms of patient individual financial responsibility (copayment, coinsurance, and deductible). There is also some limited evidence that certain efforts to improve patient satisfaction can actually reduce quality outcomes.

System 70

System Healthcare Financial Construction 70

LSA Global

DECEMBER 6, 2017

Some lawmakers seek improvement through better technology. Some blame low morale (TSA ranked 303 rd out of 305 government agencies in 2016). Certainly something has to change…they need to do a root cause analysis and improve performance. So far, no one really knows the exact reason for the high failure rates.

Training 28

Training Training Process Improvement Metrics 28