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Six Ways to Improve Product Quality in Food Manufacturing
Steven Brand
The food industry is evolving rapidly, with consumers demanding quality, authenticity, and transparency from food manufacturers. And they’re not just demanding it; they’re “voting with their dollars,” supporting companies that align with their personal beliefs. To keep up with consumer demand—and…
Ma: Finding Cognitive Space
Jim Benson
Editor’s note: Read episode two in the Respect for People series here. I was standing in a back room of the Honolulu Museum of Art that was off limits to the public. In this one room, protected from bugs, humidity, and light, was the world’s largest collection of Japanese woodblock prints. (My…
Linking Behaviors to Core Values
Annette Franz
I write about organizational culture and core values quite often. One of my most recent articles on this topic was about whether employees believe in their companies’ core values. I shared this statistic from Gallup: Only 23 percent of U.S. employees believe that they can apply the core values to…
Quality Manufacturing Requires Data for Efficient Vendor Management
Søren Block Olsen
Manufacturers face constant challenges of rising expectations as customers and regulators demand better quality and greater traceability throughout the supply chain. Exacerbating matters are unpredictable tariffs, which necessitate faster responses to changing trade barriers and regulatory…
Surveys: Don’t Believe Everything You Read
Annette Franz
Being a customer experience (CX) professional is hard enough; misinformation just makes our work more challenging. Misinformation or confusing information by a person with a ton of followers and a ton of influence makes our work even more challenging. Recently, Seth Godin published a post on his…
Ten Ways to Socialize Customer Insights
Annette Franz
You’re listening to customers. You’re combining their feedback with those bread crumbs of data that they leave with every transaction and interaction with your brand. You’ve developed customer personas to better understand who they are, what problems they are trying to solve, and what jobs they…
Trust Me, I’m a Total Stranger
Barnaby Lewis
Put in the terms of this article’s title, most of us would run a mile, whatever the proposition. But the popularity of online reviews, and the trust we place in persons unknown when making major decisions about where to stay, what to eat, and how to get the most from a trip, tells a different story…
Word-of-Mouth Marketing: How to Radically Boost Success
Knowledge at Wharton
A recent family biking vacation in the Dolomites region of Italy had my family and I all swept up in the charms of Northern Italy. Snow-capped peaks near the Austrian border, endless apple orchards, award-winning Chenin Blanc, and quaint Italian villages with healthy doses of affogato (strong…
The Secret Sauce to Achieve Outcomes With Journey Mapping
Annette Franz
There’s a lot of bad press out there about journey mapping. And there’s a lot of bad journey mapping (or what people think is journey mapping). A few months ago, I shared my six-step journey mapping process. Remember, journey mapping isn’t just a tool; it’s also a process. Know the tool and create…
Driving B2B Digital Transformation With a Customer Focus
David Dubois
Faced with a growing range of tech solutions in marketing, from AI to big data to blockchain, business-to-business (B2B) companies too often choose the status quo. Recent evidence suggests the divide between success and failure is not about how much companies spend, but how well they integrate…
Using Data Science to Optimize Inventory in Retail
Alex Bekker
Do you know what a retailer and a tightrope walker have in common? They both have to balance. For the tightrope walker, the logic is clear. But what’s the balance that a retailer is looking for? A typical dilemma of shortages vs. storage costs Although the dilemma of shortages vs. storage costs is…
You Aren’t Journey Mapping
Annette Franz
I have been doing a bit of speaking lately, either about journey mapping or with journey mapping as part of the talk, and I’ve learned a lot, or rather, confirmed a lot. Namely, you might think you’re journey mapping, you call it journey mapping, but it’s not really journey mapping. Here’s what…
Keeping Customers Happy Despite Rising Tariffs
Bill Laverty
Operations management plays an important role in the manufacturing process, but similar to a stage crew at a theater, operations managers do all their best work behind the scenes. The best operations managers strive to go unnoticed, and why shouldn’t they? A seamless supply-chain process should…
Teach Kids to Think As They Read, and Revise What They Write
Tara García Mathewson
Once students learn how to sound out words, reading is easy. They can speak the words they see. But whether they understand them is a different question entirely. Reading comprehension is complicated. Teachers, though, can help students learn concrete skills to become better readers. One way is by…
Clear the Customer Experience Parking Lot
Chip Bell
Parking lot. We use it in the meeting-management world to mean agenda items that are tabled for later discussion. These are generally posted on a sheet of flip-chart paper, taped on the meeting wall, and then placed on the agenda of the next meeting so they are not forgotten as topics for…
Five Ways to Make Customer Experience Your Competitive Advantage
Vaishali Gopi
Customer experience has become pivotal to growth and profitability strategies of businesses worldwide. There is now a deeper understanding of customer experience as an incredibly important piece in the success (or failure) of any brand. Research states that by 2020, customer experience will…
A Whopper Turnaround by Burger King
Pierre Chandon
Whether you love or hate his work, Andy Warhol eating a Whopper for 45 seconds during one of the most expensive ad slots in television this year was astonishing. Super Bowl Sunday—the most macho of American sporting events—coupled with the quintessential pop artist had people talking the morning…
Do Your Employees Believe in Your Company’s Core Values?
Annette Franz
Core values are the fundamental beliefs of an organization; they guide executives and employees in identifying which behaviors and actions are right and which are wrong. Everything you do must be aligned with your core values, and core values should be integrated into everything you do. When in…
Why Customer Experience Is a Marathon Full of Sprints
Chanice Henry
According to CX Network’s latest “Annual Global State of CX Report,” showing return on investment (ROI) from customer experience (CX) projects is one of the top challenges troubling CX practitioners. The report saw nearly 270 responses from the CX community, with each participant providing insight…
The Higher the Quality, the Lower the Cost
Shobhendu Prabhakar
Historically, conventional wisdom among business managers was that the higher the quality, the higher the cost. This perception still holds true today among a few business managers. Common sense also tells us the same thing, i.e., to create higher quality products or services, organizations will…
Big Data: Your Health vs. Your Privacy
Dirk Dusharme @ Quality Digest
For centuries, medical procedures, prescriptions, and other medical interventions have been based largely on experience—what is known about a set of symptoms. The doctor looks at those symptoms, tests you in various ways (blood tests, X-rays, MRIs), and interprets the results based on experience…
Ensuring Food Safety With Quality Management Software
Nicole Radziwill, Graham Freeman
In 2013, thousands of consumers in the United Kingdom (UK) and Ireland bought, prepared—and ate—beef lasagna, hamburgers, and frozen dinners. What they didn’t know is what they were actually putting in their mouths. Although a burger is only required by law in that region to contain 47-percent…
Three Philosophers Set Up a Booth on a Street Corner
Lee McIntyre
The life choices that had led me to be sitting in a booth underneath a banner that read “Ask a Philosopher” at the entrance to the New York subway at 57th and 8th were perhaps random but inevitable. I’d been a “public philosopher” for 15 years, so I readily agreed to join my colleague Ian Olasov…
I Studied Buttons for Seven Years
Rachel Plotnik
All day every day, throughout the United States, people push buttons—on coffee makers, TV remote controls, and even social media posts they “like.” For more than seven years, I’ve been trying to understand why, looking into where buttons came from, why people love them—and why people loathe them.…
What Would Happen If Hospitals Openly Shared Their Prices?
Zach Y. Brown
Imagine there was a store where there were no prices on items, and you never knew what you’d pay until you’d picked out your purchases and were leaving the shop. You might be skeptical that the store would have any incentive to offer reasonable prices. This exact situation has become the norm in U…

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