PUTTING THE RIGHT PEOPLE IN THE RIGHT PLACE: EXECUTE! by Chris Burand The cover of a recent issue of Fortune boasted a picture of a small army of spiffily dressed, famous CEOs under the tit...

RESOLVING CUSTOMER PROBLEMS by Al Diamond When I became a quality consultant, I took on a responsibility to advise management whenever I either receive excellent service or substandard service....

TWO FUNDAMENTAL CHALLENGES FOR AGENCIES by Chris Burand How well is your agency developing quality producers and how effective is your management? Successful agencies fac...