Content by Scott Paton
Customer Service?An open letter to Corporate America’s customer service departments
Fri, 10/03/2008 - 16:15
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 complain as much as you might expect. My calls to… It’s the Process, Stupid!Quality professionals are all about the process. Why can’t everyone else be, too?
Sat, 08/30/2008 - 18:28
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. When we see process failure or processes that don’t… Energy Crisis or Opportunity?We need a mandate to end our dependence on oil.
Fri, 08/01/2008 - 10:28
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 was $527; airlines are parking jets, dropping… Service Quality, Disney StyleCan Mickey Mouse teach corporate America new quality lessons? Quality Digest takes a look behind the scenes at Walt Disney World.
Wed, 01/01/1997 - 09:26
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.
Walt Disney World's recent 25th anniversary…
