Risk Management
No Complaints, No Lawsuits: The Eleven Guiding Principles of Quality Risk Management
Today’s social media and non-stop news can destroy your organization’s reputation in a single day. Are you prepared?
If you haven’t integrated customer expectations into your risk management program, you’re exposed, even if you’ve done nothing wrong.
Quality Risk Management is an innovative approach to managing risk that combines elements of traditional risk management with quality management to reveal:
• the full range of potential losses facing organizations today—from customer complaints to bell-ringing lawsuits, and
• the real cause of all these losses—unmet expectations.
No Complaints, No Lawsuits distills this approach into eleven Guiding Principles that can ensure that your risk management program is ready to meet today’s demands. These principles, which you can learn in a few hours, along with the implementation tips and key takeaways in this book, give you all you need to understand Quality Risk Management and change your organization's approach to risk management forever.
“Hal Denton and Fiona Lally are giants in the field of risk management, and their approach is groundbreaking. This extraordinary book is essential reading for everyone who needs to manage a company’s risk.”—Steven C. Rosenthal, Founder, Cross-Cultural Solutions
"This hands-on guide by two experienced practitioners moves beyond basic risk management to complex reputational risk management in accessible language. The authors’ expertise on international risks is a bonus in an increasingly global risk environment.”—Janice M. Abraham, President & CEO, United Educators Insurance
"A must-read for anyone who wants to preserve the integrity of their public, non-profit, or commercial enterprise.” - J. Brian Atwood, former Administrator, USAID
“This excellent book lays out a new approach to evaluating and managing today’s risks to brand and reputation in an on-line world.”—Daniel Obst, President & CEO, AFS Intercultural Programs