Customer Features

Dirk Dusharme @ Quality Digest's picture
Dirk Dusharme @ Quality Digest
In this episode we look at data, data, more data, and then... engineering the perfect human? “Your Data Are Your Most Valuable Assets” Just what the heck is Quality 4.0? Remember this acronym: CIA...
Rip Stauffer's picture
Rip Stauffer
I must admit, right up front, that this is not a totally unbiased review. I first became aware of Davis Balestracci in 1998, when I received the American Society for Quality (ASQ) Statistics Division...
Mike Richman's picture
Mike Richman
With more than 110,000 expected attendees, IMTS is Chicago’s hottest suburb this week. (I like to refer to it as “Manufactureville.”) Here’s what we covered during our second show of the week, from...
Jesse Lyn Stoner's picture
Jesse Lyn Stoner
Mary Parker Follett, a pioneering business consultant, was asked to help a troubled window shade company. The company’s thinking was narrow and limited. When asked to define their business, they said...
Mike Richman's picture
Mike Richman
If you want to keep stretching and improving, you’d better get comfortable with the discomfort of change. People have been saying that for decades, yet each time we successfully adjust to new...
Annette Franz's picture
Annette Franz
Is there a link between corporate culture and the bottom line? In a nutshell, yes. Corporate culture is linked to so many business decisions and business outcomes, you might be surprised. Today’s...
Katie Takacs's picture
Katie Takacs
As a consumer, it’s nearly impossible to get away from videos, advertising or otherwise. To give you a numeric sense of our collective obsession with online moving images: Since last year, YouTube...
Innovating Service With Chip Bell's picture
Innovating Service With Chip Bell
Standing in the gate area of Delta Airlines at the Dallas/Fort Worth (DFW) International Airport, I was watching the monitor to learn if my name appeared on the “upgrade to first class” list....
Caroline Preston's picture
Caroline Preston
Editor’s note: This story is part of Map to the Middle Class, a Hechinger Report series looking at the good middle-class jobs of the future and how schools are preparing young people for them. The...
Patrick Mork's picture
Patrick Mork
Whether you work for a startup or a large company, there have never been so many metrics to help you understand how your business is doing. But I would argue that one metric rules them all: the net...
Jeff Dewar's picture
Jeff Dewar
‘There’s nothing we can do about it.” In a customer service situation, those words are equivalent to “buzz off” (or worse). Here’s what customer service managers, from healthcare to...
Tara García Mathewson's picture
Tara García Mathewson
Some of the most celebrated education reform efforts today serve to make instruction more difficult. Personalized learning, project-based learning, mastery-based learning—they all require more work...
Aiman Sakr's picture
Aiman Sakr
Does your organization benefit from lessons learned? Does it learn from previous quality issues? A vast amount of learning takes place every day in every manufacturing facility. Do global...
Dirk Dusharme @ Quality Digest's picture
Dirk Dusharme @ Quality Digest
In our July 6, 2018, episode of QDL, we discuss distributed manufacturing, and distributed management. “Brother Moonshine, Sister Solution” If want to spur innovation, try moonshine. “3D Printing...
J. B. Silvers's picture
J. B. Silvers
The new healthcare venture formed by Amazon, Berkshire Hathaway, and JPMorgan Chase announced June 20, 2018, that Harvard professor and well-known author Atul Gawande would be the company’s CEO. The...
Annette Franz's picture
Annette Franz
‘Imagine for a second that you’re a human.... ” Yikes! Now there’s a crazy statement to make during a customer experience design session. However, more companies need to start thinking this way....
Bill Kalmar's picture
Bill Kalmar
If you have a smart phone, and most people do these days, you realize just how much our lives are controlled by that electronic item we travel everywhere with. There are apps on our phones that allow...
M. Berk Talay's picture
M. Berk Talay
In April, Ford announced that it will be phasing out nearly all of its passenger cars in the United States. If all goes according to plan, 90 percent of Ford’s portfolio in North America will be...
Dick Wooden's picture
Dick Wooden
Iran across the book, Successful Human Relations: Principles and practice in business, in the home, in government (Harpercollins, 1952) while browsing older books about relationship development...
Innovating Service With Chip Bell's picture
Innovating Service With Chip Bell
The 1962 film, Lawrence of Arabia, won the Oscar for Best Picture at the 35th Academy Awards. Given the current conflicts in the Middle East, I recently watched the four-hour movie to learn more...