Articles & In The News

A Different Approach to Human Capital ROI
       Article written for Human Resource Executive 2005

Training Is A Business Process
       Centric Performance Article 2005

The Customer Experience - Whose Job Is It?
       Centric Performance Article 2004

Succession Planning Is A Business Process
       Centric Performance Article 2004

Does Your HR Team Have What It Takes?
       Article written for Perspectives 2004

The "Business" of HR
       Centric Performance Article Series 2004

Who Comes First - Customers or Employees?
       Article written for HR.com 2004

Loyalty Rules by Frederick Reichheld
       A Centric Performance book brief 2003

The Power of Culture: Where the Rubber Meets the Road
       A Centric Performance article about Harley-Davidson 2003

Are Your Employees Chickens or Eggs?
       A Centric Performance article about Lincoln Electric 2003

Minding Your Own Business
       Article written for Human Resource Executive 2003

Achieving A Quality Customer Experience: How We Achieved New Heights In Our Customer-Supplier Relationships
       Paper written for the Annual Proceedings of the American Quality Congress 2003

Customer Revolution by Patricia B. Seybold
       A Centric Performance book brief 2002

Trends Of Change: Is Your Company A Casualty Or Catalyst ?
       Interview with Intersource, Inc. 2002

Identifying, Retaining & Nurturing High Potential Performers
       White paper 2001

Human Capital: The Turnkey For Corporate Growth Strategies
       White paper 2000

Customers, Employees & Leaders - Vital Links In Creating The Enterprise Value Chain
       White paper 1999

Customer Satisfaction: Turning Temporary Scores Into Permanent Relationships
       Article written for Quality Progress 1998

HR: The Decade Ahead
       Contributing author for Human Resource Executive 1997

Continuous Growth
       Article written for Executive Excellence 1997

Measuring Corporate IQ
       Article ghost-authored for Chief Executive 1996

Under The Microscope - Measuring HR's Value
       Interview with Human Resource Executive 1996

Breaking Through The Contemporary View of HR Redesign
       Article written for hr advisory 1996

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