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The Most Important Play Your Team Can Make

In every organization that serves guests on a variety of levels, a handoff of some kind occurs. This is when one employee finishes his responsibilities with a customer and then “hands off” that patron to the next staff member. These specific moments can go one of two ways: Fantastic or horrific. Here are five key actions in…
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What Makes General Electric (And Other Fortune 500 Companies) So Successful?

The first time I heard about “Six Sigma,” I thought it was the name of a fraternity. Then after working with General Electric for a number of years, I learned that this one tool helped make GE one of the best companies in the world. If Six Sigma works for GE, Motorola and the majority…
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12 Ways to Work on Next Year’s Game Plan Today

Ah, late summer and early fall — one of my favorite times of the year. This is when many professional sports teams and other organizations begin planning for the following year. As many of you know, my husband and I have an annual tradition in which we set our goals every year. We share personal…
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