MassExcellence—Announcements
How Social Networks (or Media) Affects Today's Customer Experience
Customer Care in the New Digital & Social World Social media has changed not only customer service, but the matter in which customers share their experiences with others. Poor customer experiences that were once shared with a few friends can now be spread to thousands of readers in an instant. Today, 41 percent of customers do not report poor experiences to the company, but they are reporting them to the Web often with devastating consequences for the brand. People understand the importance of social media, but are often not sure how to respond to it.
Convergys, headquartered in Cincinnati, Ohio, is a global leader and customer relationship management.
Christine Timmins Barry, who is a Senior Vice-President at Convergys is also a Bentley Alum.
For planning purposes, if you will be attending this presentation, please register with Mark Davis. For additional information or questions, please contact Mark M. Davis at email: mdavis@bentley.edu or telephone number: 781-891-2739.
New Partnership
Announcing MASSLeadership— a New Partnership to Benefit Massachusetts Businesses and Citizens
MASSLeadership is the culmination of a partnership MassExcellence and the Massachusetts Chamber of Business and Industry. We have come together to create a Leadership Develop Program designed to build a strong diverse network of leaders, balancing a broad variety of individual leadership abilities and career accomplishments thereby creating a committed core to create the greatest future for Massachusetts.
Our purpose is to work with Massachusetts leaders in strengthening our Commonwealth by focusing on government and public affairs, economic development, environmental resources, health and education, and quality of life. Our ultimate goal is to engage, strengthen and focus the passion of our current and emerging leaders toward a higher level of civic engagement.
The MASSLeadership Selection Committee seeks to identify those individuals most likely to utilize their leadership abilities for the long-term benefit of Massachusetts. Participation is open to all citizens of the state. MASSLeadership seeks a diverse class of leaders who represent the various geographic regions of the state from the public, private, and non-profit sectors.
For more information, go to massleadership.org or Email at info@massleadership.org
From our colleagues at the California Council for Excellence, authored by experienced Baldrige practitioners.
The Making of a World-Class Organization by E. David Spong and Debbie J. Collard
Using a unique blend of stories, tips, charts, and tables that can be adapted to any organization, this book shares the stories, wisdom, and “silver bullets” gained by two divisions of the Boeing Corporation as they won the Malcolm Baldrige Quality Award. The “silver bullets” are the kernels of management wisdom that set this book apart and provide the simple insights that anyone can adopt. This book uses a systems perspective to provide solutions that will inspire leaders to champion such approaches, while also providing tried and true details and “how–to” applications to the in-house practitioners and consultants.
Whether you are looking for tools and techniques to make your organization and processes more effective, or you are starting from scratch, this book provides you with a set of proven approaches to achieving excellence. The insights into excellence and the Baldrige journey that Spong and Collard have mastered have allowed their organizations to celebrate with great processes, loyal customers, engaged employees, high quality products and services, and significant profitability.
To Order
- Please click on this link: http://www.calexcellence.org/worldclass.html
- Or:
- California Council for Excellence Admin
- P.O. Box 1235
- Poway, CA 92074
- Tel: (858) 486–0400
- Fax: (858) 486–8595
- www.calexcellence.org
