What do the industrial revolutions have to do with Service Management? Michael Cardinal walks Matt through the history of Quality Management - from Taylorism to the Ishikawas - to understand how the notion of quality was shaped. 

Michael Cardinal is a consultant and the Director of Business Process Management at Thirdera. Previously, he was a Practice Manager at TEKsystems and a Senior Instructor at ITSM Academy. But he's a history teacher at heart (a role he developed for over 20 years). As so, he's eager to track down the roots of new ideas and to reflect on how history can impact the present and future.