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How to Ask Clients for Feedback
Daniel Marzullo
When was the last time you asked your clients for genuine feedback on working together, beyond just revisions on projects and deliverables? Over the years, I’ve found it incredibly beneficial to do quarterly check-ins with every client to get a sense of how things are going. Not only does this…
Uniform Unit Pricing: Tools for Consumers to Fight Shrinkflation
NIST
Many consumers across the United States are increasingly aware of the decreasing quantity for many of the products that they regularly purchase and consume. This concept is know as product downsizing or shrinkflation, a term used to describe how a consumer product is sold at the same price, but its…
Finding PFAS Wherever They’re Hiding
Gabriel Popkin
They’re called per- and polyfluoroalkyl substances, or PFAS, a group of thousands of compounds that contain a chemical bond between fluorine and carbon. That bond has proved to be one of the most stable and unbreakable known to chemistry—a fact baked into the common nickname “forever chemicals,”…
Oh No! You’ve Been Customer Serviced
Kate Zabriskie
‘I understand your frustration.” Really? My bank account is overdrawn. I’ve bounced two checks, and it’s because you made a mistake. Unless you’re also having fees charged to your account, I’m not feeling it. “We apologize for any inconvenience this may have caused.” That’s what I was told after…
Enhancing Last-Mile Logistics With Machine Learning
Lauren Hinkel
Across the country, hundreds of thousands of drivers deliver packages and parcels to customers and companies each day, with many click-to-door times averaging only a few days. Coordinating a supply chain feat of this magnitude in a predictable and timely way is a longstanding problem of operations…
Barbecue, Planes, and Coffee: Keys to Customer Loyalty
Mike Figliuolo
I’m fortunate enough to travel to some great places to serve my clients. During those travels, I can’t help but have many customer service interactions from which to draw lessons. Here, I’ll share how barbecue, airplanes, and coffee can teach you a few things to do (or not do) to create a better…
Unlocking the Experience Economy
Roy Arguelles
In today’s marketplace, where products and services proliferate and competition intensifies, businesses are realizing that they must offer more than just commodities to thrive. Enter the experience economy—a paradigm shift where companies are no longer just selling goods or services but crafting…
What Is a Class III Medical Device in the US?
Etienne Nichols
In the United States, the Food and Drug Administration (FDA) is the federal agency tasked with regulating the medical device market and ensuring the safety and effectiveness of all devices for patients. The FDA classifies medical devices by risk into three categories: Class I, Class II, and Class…
Guide to Choosing the Right Training Management Software
Stephanie Ojeda
An analysis of U.S. Food and Drug Administration (FDA) warning letters by the Food and Drug Law Institute reveals a perhaps not-so-surprising link between training gaps and FDA violations. It’s one of several factors motivating companies to switch to automated training management software. The…
What Does Office Work Have to Do With Production?
Bruce Hamilton
I was asked to lead a workshop in the sales order department of a manufacturer that we had helped with process improvement on the factory floor. Those efforts had positively reverberated across the company in the form of fewer late and expedited orders. Still, sales order employees were wondering…
A Baldrige Award-Winning Nonprofit Highlights Organizational Resilience
Dawn Bailey
The Center for Organ Recovery & Education (CORE), a 2019 Baldrige Award recipient, is a nonprofit organ procurement organization (OPO) in Pittsburgh with a federally designated service area encompassing a population of 5.5 million in western Pennsylvania, West Virginia, and one county in New…
Whose Chatbot Is It, Anyway?
Mark Hembree
Everyone knows customer service is increasingly automated and impersonal—that’s a “dog bites man” story. It’s not news because it happens all the time. When a man bites a dog, that’s news. But what if you’re bitten by a chatbot or AI? Aside from newsworthiness, is the owner responsible? Where does…
Are You Telling Customers You Don’t Care If They Die?
Mike Figliuolo
  If you have kids, you know the nauseating feeling of one of them going down for the count and having to rush them to the emergency room. I had that grim experience recently. What I learned from that ER visit is businesses can make very strong statements about how little they care about their…
Turning the Tides on Tough Customers
Kate Zabriskie
‘She wanted to return a cake that was almost gone. How bad could it have been? Normally, if something is spoiled or not up to standards, it’s returned almost intact. This thing was a pile of crumbs. But it gets better: She demanded cash, yelled at me, and started causing a scene. I hope she never…
Customer-Hostile Policies Feed Customer-Hostile Cultures
Mike Figliuolo
It’s important to have customer-friendly policies if you want to have a great customer service culture. Your policies drive team behaviors, so be sure they’re consistent with the brand you want to put forward. I’m going to hark back to my recent post, “$325 Equals $210? The Math of Customer-…
Conflict Among Hospital Staff Could Compromise Care
Maggie Overfelt
Michele Gelfand finds inspiration for new projects all around her: taking in the banter in a boardroom, speaking with taxi drivers when traveling, observing the interactions between physicians and nurses during an unexpected trip to the doctor. The idea for one of her most recent papers was sparked…
New NIST Database Helps Monitor ‘Forever Chemicals’
NIST
Stain-resistant clothing, fast-food wrappers, and extreme weather gear such as certain jackets and pants—these products get many of their desirable features from a class of manufactured chemicals called per- and polyfluoroalkyl substances (PFAS). But there’s a major downside: Researchers have found…
Gurus, Ninjas, and Losers
Mike Figliuolo
Many people proclaim they are gurus, ninjas, and other silly titles. Giving yourself such a title can cause people to lose respect for you, and it can cost you credibility. Titles matter. A lot. So do email addresses and signature blocks. As unfortunate and as shallow as it is, people make a first…
The Hidden ROI of Complaint Management
Stephanie Ojeda
Formal complaint management is a requirement in regulated industries such as medical device and pharmaceuticals under U.S. Food and Drug Administration (FDA) and other international regulations. The FDA mandates that medical device companies, for example, designate a formal unit for managing…
Mapping Your Supply Chains
Melissa Burant, Marc Schneider
As a manufacturer, you understand that supply chain disruptions happen all the time. What you don’t know is when or how they will affect your operation and business. But assessing your supply chain risks and implementing good supply chain management practices can be daunting. This is especially…
The Impact of AI on Quality Operations
Michael King
In the ever-evolving life-sciences industry, market share is fiercely contested and companies must continuously optimize their operations to maintain their competitive edge. Modern technologies and intelligence-driven solutions are revolutionizing how organizations work, empowering them to elevate…
Four Scary Life Science Quality Management Stories
Meg Sinclair
At Qualio, our mission is to help life science companies embed robust digitized quality to get their critical products to market at rapid speed and keep them there. And because the Qualio+ team combines over a century of collective quality and regulatory experience from within the life science…
‘No Longer a Customer’ Service
Mike Figliuolo
Is the customer really always right? We throw that comment around haphazardly without truly considering the ramifications of such an approach. I’d submit that they’re not. There are plenty of times the customer is wrong (and sometimes, very much so). First, let’s explore the implications of a “…
FDA Inspections on the Rise
Alonso Diaz, Maria DiBari
Inspections by the U.S. Food and Drug Administration (FDA) are on the rise after the nation has recovered from the Covid-19 pandemic. Domestic inspections showed a drop in 2020 due to state health guidelines around quarantine. The rise has more than doubled within three years of post-pandemic…
New Business Idea? What’s Your Problem?
Mike Figliuolo
If you have a new business idea, I’m excited for you. If you ever want to get it off the ground, however, be sure you have a problem. A real problem. I know that sounds cryptic. Allow me to explain. When I hear a new pitch, the first question I ask is, “What’s the problem?” You would be surprised…

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