Customer Features

Dallas Crawford's picture
Dallas Crawford
Manufacturers know the value of automation on the plant floor. The world is more interconnected, with more competitors, and consumers are more informed and thus more selective with purchasing...
James J. Kline's picture
James J. Kline
In today’s coronavirus environment, governments at all levels are under greater fiscal pressure. For instance, Oregon’s governor has told state departments to prepare for a 12-percent reduction in...
The Un-Comfort Zone With Robert Wilson's picture
The Un-Comfort Zone With Robert Wilson
When I was a kid, I hated Burger King. I hated it because they put sweet pickle relish on their regular hamburgers, and I hated sweet pickle relish. And, they put mayonnaise on The Whopper, and I...
Innovating Service With Chip Bell's picture
Innovating Service With Chip Bell
Alice—of Alice's Adventures in Wonderland fame—had a very vivid imagination. Had she been on the job market today, she would have no doubt been sought by Pixar, Google, or Amazon. If you read Lewis...
Tom Taormina's picture
Tom Taormina
Each article in this series presents new tools for increasing return on investment (ROI), enhancing customer satisfaction, creating process excellence, and driving risk from an ISO 9001:2015-based...
Steven Forrest's picture
Steven Forrest
The ongoing pandemic will likely change, if not completely alter, many aspects of our daily lives. One facet that will significantly change is the way we work. After months of being in lockdown, the...
Richard Fendler's picture
Richard Fendler
Job satisfaction is important to most people, and yet this can be a fairly nebulous concept that is tricky to achieve and also tough to measure in a meaningful way. Luckily a number of software...
Rajesh Midha's picture
Rajesh Midha
Digital experiences surround us in all aspects of our lives. Today, as consumers of products and services, we can accomplish most of our tasks digitally. This digital ecosystem has been carefully...
Joerg Niessing's picture
Joerg Niessing
Since Covid-19’s arrival, digital resilience increasingly refers to the strategic use of digital technologies in delivering customer value and business growth despite adversities. Indeed, some...
Lola Butcher's picture
Lola Butcher
This story was originally published by Knowable Magazine. In February 2020, the month before Covid-19 hit Boston, Partners Healthcare, the huge health system that includes Massachusetts General...
Greg Hutchins's picture
Greg Hutchins
My recent epiphany was that the lens for all work and even for everyday living during the next few years will be risk-based. Why do I make this case? In January 2020, my company was selected to...
Tom Taormina's picture
Tom Taormina
Each article in this series presents new tools for increasing return on investment (ROI), enhancing customer satisfaction, creating process excellence, and driving risk from an ISO 9001:2015-based...
Ben Brumfield's picture
Ben Brumfield
Dang robots are crummy at so many jobs, and they tell lousy jokes to boot. In two new studies, these were common biases human participants held toward robots. The studies were originally intended to...
Innovating Service With Chip Bell's picture
Innovating Service With Chip Bell
One of my favorite movies is Stripes. Starring Saturday Night Live comedians Bill Murray and John Candy, the 1981 hit movie features a scene in which new Army recruits (including Murray and Candy)...
Tom Taormina's picture
Tom Taormina
Each article in this series presents new tools for increasing return on investment (ROI), enhancing customer satisfaction, creating process excellence, and driving risk from an ISO 9001:2015-based...
Sarah Simon's picture
Sarah Simon
Throughout my career, I’ve enjoyed the thrill of several transitions between parallel (related but different) professional camps. In each case, there was some level of misalignment between...
Quality Digest's picture
Quality Digest
It’s easy to assume that something as simple as a mask wouldn’t pose much of a risk. Essentially, it’s just a covering that goes over your nose and mouth. But masks are more than just stitched-...
Grant Ramaley's picture
Grant Ramaley
The International Accreditation Forum (IAF), the association of conformity assessment accreditation bodies worldwide, held an emergency meeting after confirming what appears to be an outbreak in...
Carrie Van Daele's picture
Carrie Van Daele
Crossing the street or stepping backward when you encounter another person has already become a habit, as has a routine elbow bump, instead of a handshake. And that is definitely what is needed...
Gleb Tsipursky's picture
Gleb Tsipursky
So many companies are shifting their employees to working from home to address the Covid-19 coronavirus pandemic. Yet they’re not considering the potential quality disasters that can occur as a...