MONITORING THE PLAN The monitoring process is almost as important as the actual plan. The agency's progress toward the plan's goals should be closely and carefully monitored. To make monitoring eas...

SERVICE EXCELLENCE: ANTICIPATING NEEDS by Mary Beth Bolen Making a movie requires several types of people-directors, producers, actors, and crew members-who have specific roles to play in expedi...

THE STATE OF RISK-MANAGEMENT EDUCATION by Marcus Covas Professional designations are conferred by a professional body that has specific entry requirements, such as a code of ethics, a set of pra...