Content by Jeff Dewar

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Jeff Dewar
‘There’s nothing we can do about it.” In a customer service situation, those words are equivalent to “buzz off” (or worse). Here’s what customer service managers, from healthcare to...
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Jeff Dewar
What a week. On April 30, 2018, there were top-level delegations from two disciplines: In Beijing the Chinese hosted a cabinet-level delegation of U.S. trade representatives; and in Seattle, the ASQ...
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Jeff Dewar
On Feb. 25, 2018, an asteroid 30 ft in diameter flew past the Earth, closer than the moon is to us. The newly discovered asteroid, named “2018 DU,” is the 17th known asteroid to fly past Earth...
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Jeff Dewar
Just as the Malcolm Baldrige National Quality Award program was defunded by the federal government during the Obama Administration, President Trump and Mick Mulvaney, director of the Office of...
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Jeff Dewar
This photo shows the Milky Way (from the Latin via lactea), part of our galaxy as seen from Earth. It’s a barred spiral galaxy, essentially a flat disk of at least 100 billion stars. Our galaxy is...
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Jeff Dewar
One could argue that quality programs today share a common skeleton, with prototypes stretching back to the medieval guilds of 13th century Europe. The ISO 9001 quality management system (QMS), the...
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Jeff Dewar
Every spot in the photo below is a galaxy, not a star. Each of them contains perhaps 100 billion stars, and along with them, probably hundreds of billions of planets. The center area is a...
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Jeff Dewar
Evolutionary biologist Stephen J. Gould is best known for his history of punctuated equilibrium, a revision to Charles Darwin’s theory of evolution. Punctuated equilibrium holds that new species...
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Jeff Dewar
“We have 50,000 moments of truth every day.” —Jan Carlzon, CEO, Scandinavian Airways (SAS), 1989 I am watching icebergs float by as we navigate Alaska’s Tracy Arm Fjord, at the end of which lies...
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Jeff Dewar
Not all user conferences are created equal. I’ve been to so many I’ve lost count. Some are simply boring with over-filtered information, and others are pure marketing events. Then there are a few...