Customer Features

Mike Richman's picture
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's picture
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's picture
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's picture
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's picture
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's picture
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's picture
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...
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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's picture
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's picture
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's picture
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's picture
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's picture
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's picture
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...
American Customer Satisfaction Index ACSI's picture
American Customer Satisfaction Index ACSI
(ASCI: Ann Arbor, MI) -- Customer satisfaction with personal computers halts a three-year slide, according to new data from the American Customer Satisfaction Index (ACSI). The ACSI Household...
Anthony Harris's picture
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...
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Marschall Runge
While commanding four vessels sailing between England and India in 1601, Capt. James Lancaster performed one of the great experiments in medical history. Each of the seamen on just one ship—...
Bruno Scibilia's picture
Bruno Scibilia
There may be huge potential benefits waiting in the data in your servers. These data may be used for many different purposes. Better data allow better decisions, of course. For instance, banks,...
Knowledge at Wharton's picture
Knowledge at Wharton
Steve Klasko, president of Thomas Jefferson University and CEO of Jefferson Health, is the co-author of We Can Fix Healthcare (Mary Ann Lieber Inc., 2016) with Wharton adjunct professor Gregory P....
Innovating Service With Chip Bell's picture
Innovating Service With Chip Bell
Francie Johnsen is my very favorite pharmacist. When the petite, redheaded bundle of energy first came to work at the Eckerd Pharmacy (now CVS) near my home, she encountered a store spirit painted...