John Tschohl of the Service Quality Institute outlines what is required to be your company’s most valuable team player. Basketball courts were a hotbed of excitement in the United States during March Madness as 68 men’s college basketball teams competed for the national championship in seven rounds of a single-elimination tournament. By the time the teams had been whittled down to the Final Four in late March, what made things even more exciting was those teams were underdogs that had overtaken top-seeded teams in historic upsets. As an employee, [...]