Steve McDowell, CEO of TechDyno, looked quizzically at the smiling young woman standing at the front of the room. Lorraine Whitcombe finished her presentation by enthusiastically declaring, “That’s how my group will ‘Go for the O!’” That’s when Steve’s expression changed from interested to something resembling a layman at a particle physics convention.

Mary Scott, director of the contact center, cringed. This was Lorraine’s first day back at the contact center from her maternity leave. The day her leave began was the very day Steve McDowell took over as TechDyno’s new CEO. Lorraine had no way of knowing how completely the world of TechDyno had changed in her absence. Steve had deployed Quality 2.0, which was as different from the traditional way of managing a business as night was from day.

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