Quality assurance (QA) refers to the agent and call center support provided to customers before, during, and after they purchase and use a company's products or services. Call centers use their QA ...

Businesses establish a balanced scorecard to align all their company activities. This type of performance management framework adds non-financial measures to traditional financial metrics and gives ...

The American Society of Clinical Oncology promised a rating scale for cancer drugs--and now, it has delivered. Let the blowback begin. The drug scorecard, published in the Journal of Clinical Oncology ...

Working with sustainability consultants, Petoskey Plastics, Petoskey, Michigan, has developed a system of calculating the environmental impact created by its closed-loop recycling customers. The ...