When did you begin researching issues related to the profession? Unofficially, I began many years before becoming official. Officially speaking, I have been a researcher since 2017. In my role, research enabled me to revamp, customize, launch, and optimize process improvement initiatives and programs to maximize operational performance and enhance customer service. What started you along the research and process improvement path? I took a new role within my organization in 2017, which requires me to research many aspects of not...

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