I’m often asked, “Of all the stakeholders, which one is the most important? Which one is the most valuable resource that the organization must be sure is satisfied?” Let’s look at who the stakeholders are. • Investors • Management • Employees • Customers • Suppliers • Employees’ families • Community • Special interest groups ... [Read More]

The quality and process improvement professions tend to rely heavily on statistical information. The very science of quality control can be said to have begun with Walter A. Shewhart’s development of the control chart and discovery of the concepts of special cause and common cause variation. But few would argue with the statement that there is a downside, and a dark side, to statistics. I ... [Read More]

As some of you know, quality “speak” and concepts have been known to bleed into my everyday life. This is not uncommon for quality professionals. The only difference between some of us and the rest of you is that many of you are still in denial. You won’t admit to the occasional slip of the quality tongue (e.g., “I need to see the objective evidence that you’ve done your ... [Read More]

I am a creature of habit. I have favorites (authors, foods, directors, friends, family members, books—not necessarily in that order) that I like to revisit every so often. This is particularly true when I’m stressed out. I reread The Hobbit and Siddhartha every few years, and, of course, I have my annual So I Married an Axe Murderer movie festival. I have to admit that although I will ... [Read More]