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By Frank Lloyd, Associate Dean, Executive Education, Southern Methodist University Cox School of Business Although the U.S. Hispanic market—47 million strong—represents the nation’s largest ethnic minority, gaps in representation continue to exist within U.S. companies. Hispanic managers are significantly underrepresented in executive and senior executive positions.

By Amanda Herder, Account Manager, Signature Worldwide Complaints happen every day. When a customer complains, it is usually for a good reason or genuine concern. They usually have made a purchase that did not meet their expectation—a product, service, or maybe a combination of the two. In the customer service industry, we cannot avoid complaints. We must take care of the customer by listening to the complaint, and resolving it, to ensure a happy customer.

By Paul Glover It’s not surprising that being a leader today requires different skills than in the past. The workplace has undergone tremendous changes, including increased global competition, a seismic shift in technology that resulted in a knowledge economy, and an employee population more diverse than ever before.

By Richard B. Secord

By Ray Attiyah Transitioning leadership of the day-to-day aspects of the business to the front line is rarely as easy as simply saying it needs to occur. The goal is not to dump responsibility in the lap of the front line and then dash to an office to start thinking of improvement opportunities. Effective leaders want to transition responsibilities so the front line is always capable of undertaking them. Then leaders can start planning proactive improvements for the front line’s systems and processes.

By Tim Toterhi For the first time in history, four generations are represented in the workforce. This sociological anomaly has led management gurus to hyper-focus on intergenerational relationships and communication dynamics. In pursuit of the ever-elusive increase in organizational performance, we’ve seen a proliferation of group profiles, value summaries, and various assessments to help identify motivation triggers for each demographic. But does the generation factor warrant so much attention?

Edited by Margery Weinstein In February 2010, Nationwide Mutual Insurance Company launched On Your Side Continuous Improvement (OYS CI) to create a unified capability of continuous improvement at all levels of the organization while enabling its mutual strategy.

Corporate/academic partnerships may be a big part of the solution to the skills gap. The key to success lies in understanding the challenges, choosing the right partners, and measuring effectiveness.

By Anchalee Ngampornchai, Ph.D., and Jonathan Adams, Ed.D.

By David Yesford, Senior Vice President, Wilson Learning