ADOPT MEASURABLE OBSERVABLE SERVICE STANDARDS by Troy Campbell Measurable Standards Developed By The Team To compete in the service sector, realize that price-cutting will co...

HELLO, DOLLY: MOVING BEYOND OLD PARADIGMS by Michael Manes The announcement of the cloning of a sheep several years ago created quite a controversy. The possibility of cloning peopl...

HORSEBACK RIDING OR RIDING ON THE BACK OF A HORSE by Mike Manes Are you running your agency, or is it running you? This document by Mike Manes examines the elements that make the differ...