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Ramping Up Productivity With Bulk-Bag Discharge Upgrades
Del Williams
In food processing, bulk-bag discharge systems are used to transfer food ingredients such as flour, sugar, and spices from bulk bags to mixing and blending equipment. However, when not designed or installed properly, bulk discharge systems can become a production bottleneck. Complicating the issue…
Mixing 3D Scanning With Chemical Engineering
Creaform
The WAB-GROUP is where innovation and tradition come together to provide customers with world-class solutions in the areas of wet grinding technology, three-dimensional-shaking mixing technology, and flow chemistry. Present in 42 countries worldwide and anchored since 2008 in its state-of-the-art…
Take Out Your Customers’ Trash
Chip Bell
‘T ake out the papers and the trash.” That was the opening line of the song “Yakety Yak” by The Coasters. It spent weeks as the No. 1 hit in 1958. Teenagers everywhere wore out their shoes dancing to the hot song. The lyrics hold a strong message about delivering a superior customer experience.…
Service Recovery in 60 Seconds or Less
John Tschohl
Everyone makes mistakes. When you screw up and say, “I’m sorry. That’s our mistake,” it’s good customer service, but not service recovery. Most organizations never admit mistakes, and fewer than 1% practice service recovery. Keeping customers is critical to your growth. Gaining a new customer is…
Data Management and Reporting in FDA-Regulated Clinical Trials
Chris Rush
Ensuring the accuracy and security of clinical data, as well as compliance with good clinical practice (GCP), will in large part determine the success of your study and regulatory submission to the U.S. Food and Drug Administration (FDA). Data management and reporting are essential practices when…
How AI Trends Can Drive Quality Management Systems
Mike King
Historically, the sensitive nature of personal and company proprietary information held in life sciences quality management systems (QMS) has been a factor for quality management teams’ reluctance to adopt AI. Add to that the complex global regulatory environment and the penalties of noncompliance…
How Slack Created a New Product Category
Yushiro Kato
These days, incessant pings and buzzes from your workspace’s preferred team management software may seem like a fact of life. But not too long ago, the idea of having software beyond emailing to manage teams was beyond imagination. Then one of the market’s leaders stumbled into creating the perfect…
New Data on Quality of ESG Audits Catches Regulators’ Attention
Alexander Gelfand
All publicly traded companies in the United States are legally required to have their financial statements vetted by independent auditors. And plenty of other firms hire external auditors to enhance their credibility in the eyes of investors and other stakeholders. But what about the ESG reports…
Fundamentals of Telemedicine Equipment
ISO
When a patient comes into a clinic or hospital, healthcare practitioners have all the tools at their disposal to conduct thorough examinations. However, when they see a patient online, they may lack the necessary equipment to conduct the visit properly. One reason for this is that virtual care…
Customer Fog: The Real Reason Customers Leave
Chip Bell
The cost of acquiring a new customer can be five to 10 times the cost of keeping an existing customer, depending on the industry. You already knew that. But while most organizations know why their customers opened the exit door, they devote little effort to understanding what prompted customers to…
Should You Tell Your Clients Your Business Uses AI?
Natalie King
The use of artificial intelligence (AI) is now so widespread that it’s rare to come across a company that isn’t using it in some capacity. While many clients look on the technology favorably, in a recent survey 14% of people still reported that they were unlikely to trust a company that uses AI.…
Are EVs Losing on Authenticity?
Andrey Solin
Disclaimer: This isn’t meant to be a car review. This is an article on brand authenticity. Back in 2021, when Ford was promoting the Mustang Mach-E GT, its high-performance electric vehicle, the company found a way to appeal to potential buyers who somehow missed the sensory appeal of gasoline-…
Seven Deadly CX Sins Revisited
Annette Franz
Years ago—actually nine years ago, in February 2015—I wrote about “The 7 Deadly Sins of Customer Experience.” I shared that article on LinkedIn recently and recognized that the sins may need some updating. I don’t disagree with the sins I originally wrote about, but I’m OK with consolidating,…
Hands-On Customer Service Training
Mike Figliuolo
It’s all well and good to pontificate about “the customer comes first” or “deliver outstanding service,” but often it’s hard for your team members to wrap their heads around what that really means. You can say these things until your jaw muscles are sore, and post all the customer service rules you…
Customer Quality Management
Stephanie Ojeda
Customer complaints are a fact of life in any industry. Even though manufacturers would prefer not to receive complaints, they do come with a silver lining. Managed effectively, they play an important role in improving your products and processes over time—that is, for companies that take a…
The Invaluable Role of Traceable Data in Aircraft
Creaform
When it comes to aircraft, poorly documented dents can lead to more significant problems, potentially compromising structural integrity or performance. Dents can trap moisture and lead to corrosion. The stress they generate can initiate fatigue cracks. Their effects on the structure can also affect…
Your Future Medications Could Be Personalized on a 3D Printer
Lawrence Goodman
Here are just a few potential advantages of 3D drug printing—a new system for manufacturing drugs and treatments onsite at pharmacies, healthcare facilities, and other remote locations: chocolate-flavored pills for children who hate taking medicine; several drugs combined into one daily pill for…
Leaders Who Empower: Why Kenny Wins Every Time
Mike Figliuolo
Are you giving your lowest-level employees the power to make crucial customer-relations decisions without supervision? If not, you’re making a huge mistake. Within a four-hour period on Friday I witnessed both excellent leadership and an abject failure of it. These experiences occurred with the…
The Focused Docs and the Patient
Bruce Hamilton
As years roll on, I’m noticing more parts of me breaking down: Teeth, eyes, knees, cardiovascular, stomach—the list keeps getting longer, as does the list of docs I see. I’m blessed to be living in an area with the world’s finest medical care and lucky that healthcare innovation (and Medicare) have…
The Power of Change Management Tools
Stephanie Ojeda
Look through even a few FDA warning letters and you’re likely to find violations related to change management. For instance, a recent warning letter from the U.S. Food and Drug Administration cited a pharmaceutical manager for changing drug components without justification. Another noted a lack of…
Race to Success
AMETEK
Endurance racing is one of the oldest and toughest pastimes in motorsports. It is a true test of performance. Not only is a driver’s stamina on display, but vehicle durability as well. Based in Indianapolis, Wayne Taylor Racing With Andretti (WTRAndretti) is a world-renowned global motorsports…
Tech-Enabled Healthcare
Veronica Muzquiz Edwards
Health connects each one of us to one another. No matter where we are in the world, who we are, or what we do, the state of our health is a key determinant in our quality of life. Simply put, it’s our most valuable asset. Individual health crises can be disastrously grim, and if not addressed…
The Past and Future of the Quality Profession
William A. Levinson
Although quality management has been around in some form or another for thousands of years—a cover of Joseph Juran’s Quality Handbook depicted Egyptians making very precise measurements for the construction of pyramids—this article will show that quality is but one aspect of value, which should be…
Squeezing Suppliers Is Not the Cure for Shrinkflation
Costas Xyloyiannis
To address shrinkflation, by July 1, 2024, stores in France will have to put warning notices in front of all products that have been reduced in size or volume without a corresponding price cut. “Shrinkflation is a rip-off. We’re putting an end to it,” says France’s economy and finance minister,…
How Integrated Quality Improves Your Manufacturing Operation
Jim Steventon
Integrated quality, when done correctly, plays a vital and pivotal role in enhancing any business, especially manufacturing operations. But, in fear of sounding like the archetypal head of quality, I say it shouldn’t be seen solely as something you do in manufacturing operations. In fact,…

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