Everyone tracks metrics. If a metric is important enough to measure, it is important to find ways to improve. What happens you don’t get the NPS you are aiming for? Next time, consider Root Cause Analysis (RCA), a methodology that helps you understand the reasons and drivers of our key metrics and how to improve them. It is about finding, understanding, and fixing the recurring issues that make your customers unhappy. When you can proactively address the situation before it becomes troublesome, that is a game changer. Read more…

We had the opportunity to engage in conversation with Luc Burgard, the distinguished Chief Operating Officer of Recipharm. While Luc currently works in pharmaceutical manufacturing, he is well established in biotechnology research and automotive manufacturing. Read more…