Issue 4/2009

FLASH

• "What offends, makes ill" Appreciative leadership as a health resource By Urs Näpflin and Chris Chilvers

BUSINESS EXCELLENCE

• Sustainable Processes Systemic Organisational Development By Clemens Lang and Alex Kunze
• The Roll-out Scorecard Successfully Implementing Process Innovations By Thomas Ulrich
• Stimulating 360° Feedback Leadership and Organization By Marion Wegner
• Learning from the Customer Embedded Open Toolkits for User Innovation By Robert Schmitt and Carsten Behrens
• Communicating in an international environment New range of courses By Markus Niederhäuser

SAQ / SAQ-QUALICON AG

• Association news

MANAGE RISKS

• The Risk Management Policy Series Risk Management (Part 3) By Bruno Brühwiler
• Assessing Legal Compliance New potent software tool By Elvira Bieri, Erhard Hug and Christoph Truniger
• Opportunity or burden? Customer complaints By Christian Rech and Torsten Schulz
• The Complaints Manager Combining Measures and Processes By Ronald Fanz

QUALITY ASSURANCE

• On to new dimensions! Preview Control 2009 with product news
• Tailor-made offers to close knowledge gaps right now By Albert Stähli

HEADLINES

• Scene
• Newsletter
• Agenda/Imprint

MARKET INFO

• Marketplace
• Control News
• News