Our bookmarks on this topic are also at pinboard.in/u:unison/t:assessments/
From Huba & McConnell: The biggest obstacle to knowing what customers really think about us? Fear. We fear they’ll tell us our product or service stinks, or that we’re horrible people. Yet most companies never hear that type of painful feedback.
From Quality in Education: Keeping the momentum of continuous improvement is a challenge. Over time, it is easy to become complacent with current levels of implementation. Is it time to take it to the next level?