Customer Features

Paul Smith's picture
Paul Smith
Stories are a great way to connect with your customer. They can make the ordinary product or service you’re selling extraordinary by adding richness and experience to the sale. Here’s an example of...
Eugene Daniell's picture
Eugene Daniell
Sponsored Content If NASCAR teams had to choose a capitol city, Charlotte, North Carolina, would be the most likely. With so many teams clustered around this city and its celebrated racetrack,...
William A. Levinson's picture
William A. Levinson
Clause 6.1 of ISO 9001:2015 requires “Actions to address risks and opportunities” first with regard to section 4.1, “Understanding the organization and its context” and second in section 4.2, “...
Karan Girotra's picture
Karan Girotra
Social media and e-commerce have converged on China’s smartphones, thanks to one groundbreaking app. Since its release in 2011, WeChat, the free cross-platform messaging app, has grown into a...
Annette Franz's picture
Annette Franz
Last month, I wrote about the concept of lean management and what that means not only for your company but also for your customers. If company leadership wants to transform the culture of the...
Thinh Nguyen's picture
Thinh Nguyen
One question that product sponsors often ask the U.S. Food and Drug Administration (FDA) is whether their medical product will be regulated as a drug, a device, a biologic, or as a combination...
William A. Levinson's picture
William A. Levinson
ISO 9001:2015 clause 4.2—“Understanding the needs and expectations of interested parties” requires the organization to determine the “requirements of these interested parties that are relevant to...
Annette Franz's picture
Annette Franz
I was honored recently to be a guest on Innochat, a weekly Twitter chat that takes place every Thursday at noon Eastern time. The show is about innovation and covers a wide range of topics and...
Harish Jose's picture
Harish Jose
Today I’d like to take a look at a lesson from Taiichi Ohno regarding the pursuit of quality. His comment, “The pursuit of quantity cultivates waste, while the pursuit of quality yields value,”...
Micki Vandeloo's picture
Micki Vandeloo
It’s so important for manufacturers to find and cultivate valuable partnerships. They can help manufacturers expand their service or product offerings, make their processes more efficient, and help...
Annette Franz's picture
Annette Franz
I recently came across the Japanese terms genchi genbutsu and gemba; they’re both key principles of the Toyota Production System, which comprises Toyota’s management philosophy and best practices....
Ryan E. Day's picture
Ryan E. Day
Sponsored Content In today's hyper-competitive, fast-paced manufacturing world, there is rarely anything like a "routine" day at the office—especially when you're a tier-one supplier for some of...
Chad Kymal's picture
Chad Kymal
In 2014, the International Automotive Task Force (IATF) reported that the automotive industry wouldn’t upgrade the ISO/TS 16949 standard to ISO 9001:2015, much to the dismay of Tier One suppliers....
Ruth P. Stevens's picture
Ruth P. Stevens
A s the document and imaging industry evolves, imaging workflows become more sophisticated, and products increase in complexity. But with innovation, the industry has faced a new problem: customer...
The Un-Comfort Zone With Robert Wilson's picture
The Un-Comfort Zone With Robert Wilson
I carefully filled the cake cone from the frozen custard machine, pushing it up at just the right moment to create a perfect ball. Then as I shut off the machine, I pulled the cone away with a...
Anonymous's picture
Chris Outram
Day in, day out, business leaders are reminded that digital disruption is coming for their customers, for their talent, and for their bottom lines. CEOs of traditional companies consistently rate...
ISO's picture
ISO
The global food industry has never faced more challenges. From tainted dairy products to contaminated beef, high-profile cases crop up regularly to dent consumer confidence, while leading companies...
Knowledge at Wharton's picture
Knowledge at Wharton
I t wasn’t that long ago that GM ran commercials advertising that its Oldsmobile division didn’t just produce cars for your grandfather, but also for everyone else. It was an attempt to...
Annette Franz's picture
Annette Franz
A couple weeks ago, I wrote a post about emotionally unavailable customers. Hat tip to James Lawther for inspiring me to actually flip the tables here and think about emotionally challenged...
William A. Levinson's picture
William A. Levinson
ISO 9001:2015, Clause 4.2—“Understanding the needs and expectations of interested parties” requires the organization to determine the “requirements of these interested parties that are relevant to...