Content by Scott Paton

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Customer Service?
Scott Paton
If you’re like me, you probably call the customer service department at several major companies a few times a month. Even though I have the ominous title of “Quality Curmudgeon,” I don’t really...
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It’s the Process, Stupid!
Scott Paton
Quality professionals obsess about processes. We are so focused on processes that we sometimes forget that people who aren’t directly involved in quality don’t understand the importance of them....
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Energy Crisis or Opportunity?
Scott Paton
As of this writing (mid-July 2008) gasoline at my local Chevron station is selling at $4.57 per gallon; rows of giant SUVs sit unsold at the local car dealers; my home energy bill for month of June...
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Service Quality, Disney Style
Scott Paton
It's hard to imagine a place more magical than Walt Disney World. The central Florida theme park continues to thrill, delight and exceed its guests' expectations more than 25 years after its opening...