All Features
Jim Benson
We want to grow as professionals. We want our products to be better, our know-how to be deeper, our impact to be known and recognized.
This is impossible without continuous improvement.
I have met many mediocre professionals who are mediocre only for one reason: They feel like they are done…
John Baldoni
Leadership is not about the leader. On the other hand, leadership is all about the leader. Garry Ridge, CEO of the WD-40 Co., knows this lesson firsthand.
In 2008, at the start of the Great Recession, when Ridge would travel from office to office and country to country, people would ask him how he…
Vincent Dominé
Remember the last time you tried to change your habits in a big way? Perhaps you made a vow to eat healthier, or to listen more actively during meetings. Whatever it was, whether you ultimately succeeded or succumbed to the force of old habits, you almost certainly struggled. You may have done well…
Nate Burke
Search engine optimization (SEO) has come a long way, with continued developments, advancements, and algorithm tweaks giving business owners, brand agencies, and marketing gurus more than just a digital headache.
But traditionally, SEO has been a numbers game, with ranking positions the all-…
Henrich Greve
In March 2001, publishing executive Ann Godoff—then in her third year as president, publisher, and editor-in-chief of Random House Trade Publishing Group (RHTPG)—was the subject of a gushing profile in New York Magazine. Laced with tributes from authors and peers (“She’s the real deal,” rhapsodized…
Janet Woodcock, Judy McMeekin
During the past year, the U.S. Food and Drug Administration’s (FDA) approach to foreign and domestic inspections for food and medical products has been both risk-based and deliberate. The Covid-19 pandemic required us to rework our business operations so that we could carry out our public health…
Fred Schenkelberg
In 2019, Nicholas W. Eyrich, Robert E. Quinn, and David P. Fessell published an article in the Harvard Business Review titled, “How One Person Can Change the Conscience of an Organization.” In it, they discuss how corporate transformations, although assumed to occur from the top-down, are actually…
Chip Bell
Iam often asked by customer service leaders how to get the CEO to care about customers. They are convinced there is a missed tactic that, if implemented, would have the C-suite camping out in the contact center and inviting customers to board meetings. When I outline a number of possible approaches…
Thomas R. Cutler
The demand for quality assurance and quality control managers in the manufacturing sector has never been stronger, according to Patrick O’Rahilly, founder of FactoryFix. This online platform matches vetted manufacturing workers with companies seeking specific skill sets. They set a new quality…
Harish Jose
Today I’m looking at the ideas inspired by mirror neurons. Mirror neurons are a class of neurons that activate when someone engages in an activity, or when they observe the same activity being performed by someone else.
The phenomenon was first identified by a group of Italian neurophysiologists…
Edmund Andrews
Seems everybody has a horror story about health insurance: Kafkaesque debates with robotic agents about what is and isn’t covered. Huge bills from a doctor you didn’t know was “out of network.” Reimbursements that take months to process.
It’s no secret that healthcare in the United States is…
Gleb Tsipursky
Have you or your employees been feeling work-from-home burnout (WFH) and Zoom fatigue these past months despite the supposed convenience of working from home and using video conferences to meet?
Due to the computer-based nature of their work, many quality professionals have been in the privileged…
Rita Men
Ending the pandemic depends on achieving herd immunity, estimated at 70 percent or even 80 percent to 90 percent of a population. With some 30 percent of Americans telling pollsters they have no interest in getting vaccinated, that’s cutting it a bit close. The numbers are even worse in many other…
Dirk Dusharme @ Quality Digest
Quality professionals no longer focus solely on product or service quality. Today, the quality function is involved in almost every aspect of a company, from customer interactions and compliance management to environmental health and safety, supply chain management, risk management, and more.
A…
Kate Zabriskie
From time to time, everyone misses a deadline, forgets an obligation, or fails to meet a commitment. We’re human, and it happens. For most of us, failure is followed by an immediate effort to right the situation.
Problem solved, right? Not so fast. “Most of us” excludes a special cohort: those who…
Mike Figliuolo
A consistent and regularly scheduled prioritization process helps eliminate distractions and can focus your efforts on the most meaningful projects. Some processes are formal, while others are simply frequent conversations about priorities. Choose a process that’s appropriate for the size of your…
Michael Mallen
The concept of cost of quality (COQ) has been around for decades, but applying it to business is difficult. The adage “quality is free” (coined by Philip B. Cosby in his book by the same title) does not simply mean that you don’t have to pay for it. It means that you are likely already paying to…
Ryan E. Day
One of the technologies driving Industry 4.0 is artificial intelligence (AI), and AI is enabling massive change in manufacturing. It is also revolutionizing the smart manufacturing supply chain as well.
It seems that for every benefit technology provides, it also spawns an associated challenge.…
Dave Klumpe
Recent surveys point to increasing frustration and, frankly, exhaustion among nurses across the country. Although attending to patients during the pandemic has exacerbated the challenges of the profession, nursing shortages have been reported on for well over a decade. It is incumbent on hospitals…
Manfred Kets de Vries
Serge faced a conundrum. One of his business partners was in a legal dispute with Serge’s father, Charlie, and asked for his help. Serge knew that his father was prone to suing everyone who crossed his path—including family members. The business partner had repeatedly tried to end this legal fight…
Liz Uram
When Mary started with the company, she was enthusiastic, energetic, and consistently the top salesperson on the team. She got along well with her co-workers and was known for her superior customer service skills. But over time, something changed.
Mary began to arrive to work late, leave early,…
Corey Brown
Understanding the distinction between document management and knowledge management is vital to operational excellence. While the terms can sometimes be used interchangeably, understanding their differences couldn’t be more relevant to the shifting industrial workforce.
What is document management…
Annette Franz
The terms “customer-centric” and “customer-centricity” get thrown around a lot; oftentimes, it’s quite clear that they’re being used out of turn. I believe “customer-centric” is often confused with “customer focus,” but the two are very different.
Let’s look at some definitions.
Customer focus …
Mark Schmit
The Covid-19 pandemic has asked much of manufacturing executives. They’ve had to make decisions about staffing and operations in the face of tremendous health and economic uncertainty—and then adjust or even change decisions based on myriad shifting and evolving factors.
They’ve had to retool to…
Ryan E. Day
In an article published by Quality Digest, Julias DeSilva addresses recent declines in ISO certification and poses the question, “Does quality matter anymore?” His conclusion is that even if you don’t get certified, you will still gain from a well-implemented management system. But what do…
