Assessing the impact of a quality improvement intervention on an organization is particularly difficult in a high contact service operation where the intangible service encounter is the unit of output. Frequently, accounting or financial data must be used to evaluate the effectiveness of the...

The Knowledge Factory is a metaphor to describe an accelerated learning organization. World‐class manufacturers are gearing every aspect of their business, from the shop floor to administrative offices, toward the rapid acquisition and deployment of knowledge. This article, based on an...