"Quality is never an accident; it is always the result of intelligent effort.” --John Ruskin (http://thinkexist.com/quotations/quality/)
Mr. Grant has over 30 years of experience in executive management, service strategy, process optimization, and organizational restructuring with some of the most prestigious brands in the financial services industry.
As the EVP of North American Operations at American Express, Mr. Grant led a team of 15,000 dedicated service leaders and front line representatives to unparalleled levels of efficiency and customer loyalty.
At First Data Resources, MasterCard, Marsh & McLennan, WebMD, and Willis, Mr. Grant led enterprise initiatives to redesign technology infrastructures and redefine the customer relationship between front end sales managers and shared service centers.
High Impact Quality is an effort to capture those years of experience with these global brands and translate the lessons learned into practical suggestions in quality management that can be effectively used by small businesses and entrepreneurs. The parallel publication of High Impact Quality by Lotus Pond Media on this website means that the original structure for the book can be extended to a broad network of resources, experts, other websites, and publications. The website also allows the material to be continually updated and extended as more material is gathered and additional opportunities to test the various hypotheses are provided.
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