Today’s generation of quality, performance, and customer experience initiatives is building on a rich history. Naturally, new ideas and methods will follow. But some core themes have emerged from these management advances—principles that are guiding current developments. They include:

1. Quality must be based on customer needs and expectations
2. Quality and access to service work together
3. The process is where the leverage is
4. Fix root causes to make lasting improvements
5. Customer service initiatives enable significant strategic value
6. Improvements must be ongoing
7. Skills, knowledge and leadership make the difference

Over the next few weeks, I will blog about each of these principles. My purpose is to inspire you to see the vast opportunity that exists to innovate and improve. As you drive the right kind of change, everybody wins—your customers, your employees and your organization.