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Performance Excellence:

The Hard Truth about ‘Soft Skills’

The title for this blog popped in my head…like a flash of inspiration in response to a recent comment made in my presence about how much easier it must be to instruct soft skills classes and receive positive evaluations (since they involve so many activities and fun) as opposed to technical skills classes.

(1) Comments | by Jan Pridgen | Read More

Strategic Planning Is Messy

Over the last 8 months, I had the privilege of being a member of IES' strategic planning steering committee.  I'm not being snarky; I really do consider it a privilege.

No Comments | by KeAnne Hoeg | Read More

Why it was different from the Academy Awards

The ballroom, filled to capacity by suited men and high-heeled women, broke into applause as each award winner was announced. As they came forward to receive the Governor’s Award of Healthcare Excellence, Gov. Beverly Perdue read a list of their accomplishments.

No Comments | by Jane Albright | Read More

Why Errors Happen

Today I'm over at the SEMS (Society for Engineering and Management Systems) blog talking about why errors happen and using a football example to illustrate my point.  How do you avoid errors in your work environment and do you have the systems in place to support you?

No Comments | by Lukasz Mazur | Read More

‘Training’ is NOT a Bad Word

Let's see if I can get in a little trouble today.

Over the past few months, our unit at the university has been having an internal debate over whether we provide "training" or "education" to our clients.

No Comments | by Gray Rinehart | Read More

Keeping Customers Satisfied Part 2

I wrote my last blog on customer satisfaction and used the Kano Model to help explain different levels of attributes or product features that will delight your customer and keep them coming back.  This blog will focus on how those needs, which are the voice of the customer, get translated into actions that your organization should take to sustain customer satisfaction.

(1) Comments | by Sonja Hughes | Read More

Keeping Customers Satisfied

How do you keep customers satisfied?  First you need to understand what motivates your customer.  Dr. Nuriaki Kano developed a model to help identify some basic premises of what customers want and need.  The "Kano Model" is a simple two axis matrix with "satisfaction" on the vertical axis and "achievement" on the horizontal axis: 

(2) Comments | by Sonja Hughes | Read More