;)
Harvard Business ReviewThe December 2009 Harvard Business Review article we published on creating a robust closed-loop has gotten a great response. In it, Fred Reichheld, Andreas Dullweber and I describe the role of closed-loop feedback in helping drive customer focus at the front line. Moreover, we give three examples from different industries of companies using robust closed-loop systems to learn and improve.
The HBR article can be found on their website (link).
We also have created some video resources to go along with the articles, which you can find here and here.