Quotes & Notes on “Building Successful Communities of Practice” by Emily Webber

The book: Building Successful Communities of Practice The author: Emily Webber …training and learning are not the same thing. Companies and individuals allocate time and money for the “training” but might ignore or forget the “learning”. Communities of practice create the right environment for social learning, experiential learning, and a rounded curriculum leading to accelerated […]

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Quality Indicators

One of the questions I get very often as a quality coach is “how can we measure quality?” If I were to reply right off the bat, my answer would be “No clue!” as I find it very hard to quantify something as abstract and ever changing as quality. Nevertheless I think the premise of […]

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Have you Tried Turning it Off and On Again? – Appreciating Your Customer Support

A long time ago I was working in customer support, spending my days speaking to unhappy customers who had purchased some sort of electronic device. People generally didn’t pick up the phone to tell us how pleased they were with their purchases. Sometimes they would call to ask for a technician, others to ask how […]

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