Dick Wooden
There are various phases to consider when focusing on a business strategy for customer relationship management (CRM). An initial phase is creating a vision of a better future with a customer-...
Kyle Pheland
Change is inevitable in every organization. Planned or not, forces inside and outside the enterprise can sometimes encumber a workforce and lead to nonvalue-added processes. Growing spurts, major...
Innovating Service With Chip Bell
It started out as a lackluster taxi ride from the airport to the hotel. But it turned regal and elegant the second I hailed the next taxi as I exited Charlotte Douglas Airport. The Crown Cab that...
Kara Baskin
Care.com co-founder Donna Levin played a key part in that company’s growth, and the passion was personal. Levin’s work plans were curtailed when her son was 11 weeks old and had a seizure following...
American Customer Satisfaction Index ACSI
(ACSI: Colorado Springs, CO) -- Customer satisfaction with banks is up, according to the American Customer Satisfaction Index (ACSI). Its recent report covers the finance and insurance sector,...
Mike Richman
My colleague and buddy, Christopher Martin, is an unsung hero here at Quality Digest. Few of our readers know him, but all our advertisers do, because he’s the guy who keeps them happy.
In...
Dan Silva
In today’s global supply chain, shipping a product across the world isn’t as simple as loading it onto a truck, train, or boat and signing a few papers. International shipments often involve...
Annette Franz
Weology. What is it? If you guessed that it sounds like “the study of we,” you’re pretty close. The name of the concept stems from a Muhammad Ali poem, which simply goes like this: “Me... we.”...
Innovating Service With Chip Bell
We bought a new house in a real nice neighborhood. The house was perfect except for one important feature—it came with a yard! I do not like yard work, and my wife does not like yard work. I travel...
ASQ
Sponsored Content
When flood waters ravaged portions of Colorado in September 2013—killing crops, inundating homes, and buckling many miles of roadways—countless federal, state, and municipal...
Harish Jose
I had a conversation recently with a quality professional from another organization. The topic somehow drifted to the strict quality standards in Japan. The person talked about how his product is...
Barbara A. Cleary
Among the “10 top business trends that will drive success in 2016,” reported in an end-of-2015 Forbes article by author and consultant Ian Altman, was the point that “Top performing companies will...
L.E.K. Consulting
Industrial companies are facing critical challenges rooted in slow growth, globalization, the effect of disruptive technologies, and unforeseen competitive threats. A new report from global...
Brian Lagas
Embracing sustainable and green principles is more than simply “a good thing to do.” Manufacturers are realizing the many practical short- and long-term financial benefits to implementing...
Dave Page
Digital technologies have reached a tipping point. Enterprises are moving from a focus on process automation to entire business models built on and driven by digital technologies. The development...
Taran March @ Quality Digest
I hate banks. I’ve hated them since I was a drifty teenager who had a volatile relationship with math and trouble coming up with the required documents proving my adultness. My first checking...
Paul Smith
It’s hard to turn the pages of any business or leadership magazine these days without coming across something about the value of storytelling. Whether it’s for leadership, marketing, sales, or some...
Annette Franz
How are you getting to the root cause of any issue you or your customers are having? What types of root cause analyses are you conducting? Are you even thinking about root cause analysis?...
Christine Schaefer
Every year a new cohort of Baldrige Executive Fellows gains intensive knowledge about leading organizations to excellence through cross-sector, peer-to-peer learning hosted at the sites of Baldrige...
Anthony Harris
The proliferation of Accountable Care Organizations (ACO), spurred by the healthcare industry’s shift from fee-for-service to pay-for-performance, has focused healthcare executives’ attention on...
