Dirk Dusharme’s picture
By Dirk Dusharme

I recently got a phone call from one of our service providers asking me to participate in a short survey to assess their service quality. This provider handles part of our business infrastructure ... [Read More]

Jon Miller’s default image
By Jon Miller

I was flipping through some Japanese books on sayings and speeches given by Taiichi Ohno looking for inspiration for a new article when I found the following passage: ... [Read More]

Scott Paton’s picture
By Scott Paton

There’s been much ado about this brave new digital world. Newspapers, magazines, and books are fast becoming mere electrons flickering before our eyes on computer monitors, smart phones, and ... [Read More]

Jon Miller’s default image
By Jon Miller

I became aware of a truth about lean problem solving and kaizen yesterday while reading an article about 10 internet rules and laws, “Internet rules and laws: the top 10, from Godwin to Poe,” ... [Read More]

Donald J. Wheeler’s picture
By Donald J. Wheeler

I n the past there was only one criterion required to be a good supplier: you had to ship very few nonconforming items. If your proportion of nonconforming items took a turn for the worse ... [Read More]

Bill Kalmar’s picture
By Bill Kalmar

In ice hockey parlance a hat trick is when a player scores three goals in a single game.  A perfect hat trick is when a player scores three goals in succession—a rare feat. But of course being ... [Read More]

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By Norman Bodek

When I started Productivity Inc. Press in 1979, quality of work life (QWL) was a very popular symbol for American unionism. Unions wanted workers to have a quality of work life, however, I don’t ... [Read More]

Mike Micklewright’s picture
By Mike Micklewright

In one of my recent Quality Digest published articles, “Why Root Cause Analysis Sucks in America,” I provided a list of 10 reasons why root cause analysis (RCA) in the United States is so ... [Read More]

Michelle LaBrosse’s default image
By Michelle LaBrosse

A couple of years ago, I was featured on CNN pouring out the contents of my backpack. The story was about how I ran my business, virtually, from wherever I was with the trusty items carried on my ... [Read More]

Jim Jubelirer’s picture
By Jim Jubelirer

Story update 10/23/2009: The link to the prerecorded webinar mentioned at the end of the article has been corrected.   The U.S. economy runs on service. From front-line service in ... [Read More]

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