Bridges To Trust: Achieving Corporate Expectations within a Skeptical Environment  

Explains some of the tough challenges, novel approaches and successful procedures implemented at Leybold Inficon--actions that worked there, and may also be helpful to you in building a more tightly-coordinated technical communication function within your company.

Inch, Richard. STC Central New York (1999). Presentations>Workplace>Assessment

Getting the Most from the Quality Improvement Process  

The Quality Improvement Process can be used to improve customer satisfaction and reduce cost and cycle time. The “R.U.S.T.” four-step action process provides a helpful guideline to begin quality improvement by Recognizing the opportunity for improvement, Understanding requirements and expectations, Starting to apply systematic process changes, and Testing the results by measuring.

McDonald, Audrey M. STC Proceedings (1996). Presentations>Workplace>Assessment