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Managing Performance Factors: A Sample Checklist

In the May/June issue of iSixSigma Magazine, the article, “Taking the Next Step: How to Eliminate Errors for Good,” offers an approach for managing human performance factors in an effort improve processes in service organizations. An excerpt of a checklist used to measure human performance factors and gauge risk is featured in the magazine article….

Error-Proofing Strategies for Managing Call Center Fraud

Thoughts of fraud can cause call center leaders to sit bolt upright in bed at night. The damage to a company’s reputation from agents stealing credit card information is a serious threat. Further, companies are constantly trying to combat a low, but steady percentage of consumers’ attempts to not pay for goods they have received….

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Ideas for Achieving Higher Reliability in Healthcare

As startling as the 1999 report from the Institute of Medicine was – estimating that medical errors may cause 98,000 deaths annually – a new national study indicates the problem may actually be much worse. According to the report released in July by HealthGrades, a Denver-based healthcare ranking group, the number of hospital patients who…