Innovating Service With 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...
David Darais
How many people drink pumpkin spice lattes in October, and how would you calculate this without learning specifically who is drinking them, and who is not?
Although they seem simple or trivial,...
Graham Freeman
Here’s an unfortunate truth: The story of the Covid-19 pandemic is one of epic quality failures in almost every area imaginable. Although there have been some admirable successes, such as the food...
Bob Holmes
This story was originally published by Knowable Magazine.
Most of us won’t soon forget that disconcerting moment last spring when grocery store shelves were suddenly bare where the flour, pasta, and...
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...
Del Williams
On conveyor systems in the food processing industry, some powdered and bulk solid materials such as grains, sugar, and creamer are ignition-sensitive in specific concentrations, particularly when...
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...
Joseph Near
It’s not so simple to deploy a practical system that satisfies differential privacy. Our example in the last post was a simple Python program that adds Laplace noise to a function computed over the...
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...
Sharona Hoffman
Artificial intelligence holds great promise for improving human health by helping doctors make accurate diagnoses and treatment decisions. It can also lead to discrimination that can harm minorities...
Michael P. Powell
The promise of advanced manufacturing technologies—also known as smart factories or Industry 4.0—is that by networking our machines, computers, sensors, and systems, we will (among other things)...
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...
Tinglong Dai
More than 50 million Americans have received at least one dose of either the Pfizer or Moderna Covid-19 vaccine. So far, Americans have been largely brand-agnostic, but that’s about to change as the...
Joseph Near
Does your organization want to aggregate and analyze data to learn trends, but in a way that protects privacy? Or perhaps you are already using differential privacy tools, but want to expand (or...
Theodore Kinni
There is no shortage of advice regarding the art and craft of business strategy. Yet, in 2019, when the consulting firm Strategy& surveyed 6,000 executives, only 37 percent said their companies...
Sébastien Breteau
It’s been about one year since the Covid-19 impact intensified from a seemingly isolated health scare to a worldwide, ubiquitous tragedy that has upended daily life as we know it. Ever since...
Nate Burke
Undeniably, the power of data is unmatched. With an abundance of data collection opportunities available online, and with an increasing number of businesses taking them, the potential and value of...
Mark Schmit
During the Sept. 18, 2020, session of the “National Conversation with Manufacturers,” our three West Coast manufacturing leaders on the panel kept coming back to their critical need for skilled...
Lucca Henrion
One of the big contributors to climate change is right beneath your feet, and transforming it could be a powerful solution for keeping greenhouse gases out of the atmosphere.
The production of...
James Wells
When is a product “good enough” to accept? This is the classic challenge of quality. High customer expectations demand that suspect products be thoroughly scrutinized and a high standard set for...
