Customer Features

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...
Anonymous's picture
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...
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...