Raising the Bar…Continuous Improvement at Telcordia’s Help Desk Center Carol Panza describes how she worked with Telcordia to improve their help desk process. This paper focuses on the steps involved in determining the goals for the process, where it fit within the organization, and how it was modeled.
Technical Brief: An Air Travel Security Planning Map
January 6, 2003 , By
Technical Brief: An Air Travel Security Planning Map Carol Panza explains how organizational mapping can help managers understand all of the processes involved in a given strategy. In this case she shows how she worked with airline managers to figure out which processes might be affected by new security requirements.