All Features
Ryan E. Day
Chickens come home to roost, and canaries meet their demise in coal mines. But hey, we knew there was a high probability of each happening eventually, right? However, when a black swan shows up with severe impact and consequences, everyone is caught off guard. I’m wondering if it’s a black swan…
Chip Bell
It all started when we drove up to the speaker menu at a quick-service restaurant. “Can I take your order?” the attendant coldly barked. When my wife, on hearing the deep voice of the attendant, politely said, “Thank you, sir,” she got back a sharp, “It’s ma’am.”
The attendant bristled with…
Josh Wilson
Paraphrasing Winston Churchill, Rahm Emanuel, a former White House chief of staff and Chicago mayor, famously quipped that you never want a serious crisis to go to waste. Few of us will face the number of crises that a big-city mayor or a presidential aide may deal with in a day, but we still need…
James Wells
The ISO 9001 standard talks about the relationship between the company and the customer in a couple of places. First is management’s responsibility to make sure that customers’ needs are a top consideration, and that their requirements are met. Then that customer satisfaction is improving, and…
Henrik Hulgaard
As customer demands for more customization and choice increase, the complexity of products and associated product design, manufacturing, and sales processes also increase. Product life cycles are also getting shorter, requiring a constant flow of new products with high-value features and…
Gleb Tsipursky
Any association would love a member-retention rate of 75 percent. Unfortunately, according to a 2017 report cited in the American Society of Association Executives (ASAE) publication, Associations Now, retention rates for all associations are falling. While in 2016, 73 percent of associations…
Quality Digest
Getting your product into customers’ hands is often an undervalued—and under-engineered—part of your organization’s value chain. If the pandemic’s effect on our supply chains has taught us anything, it’s this: Diligent reevaluation of our modus operandi is a must for success.
When the Covid…
Matt Fieldman
Some are calling it, “The Great Resignation.” Others are calling it “The Great Reshuffle.” After spending the past year as executive director of America Works, I’ve talked with more than 250 manufacturing workforce development professionals throughout the MEP National Network and our partners.…
Andrea Luangrath
Consumers who see a product on sale being virtually touched are more engaged and willing to pay more than if the item is displayed on its own, according to a recent research paper I co-authored.
Behavioral economists have previously shown that people value objects more highly if they own them, a…
Annette Franz
A few weeks ago, I wrote about Seth Godin’s concept of Finding Your Who, which is all about identifying who your products are for. The Who isn’t defined by demographics but by psychographics: Their (customer) beliefs, their dreams, their desires. It’s a reminder that developing personas is so…
Chip Bell
One of my favorite Halloween memories was decorating the annual giant pumpkin with my son when he was young. As a toddler, he was primarily an observer as he watched me sculpt the face of the pumpkin with a scrimp knife. However, his commitment to the pumpkin-carving process ramped up dramatically…
Mark Greevan
China’s dominance in manufacturing has made it the factory for the world. The subsequent economic growth enriched an ever-expanding middle class, and the country’s retail industry has quickly adapted to supply a growing appetite for consumption.
Some of these developments in the way people spend…
Nate Burke
With the rise of online shopping continuing to increase, thanks to the convenience and comfort of shopping from home, it's important for e-commerce businesses to look to their returns policy to ensure they’re not only catering to the tech-savvy, modern consumer, but also the environmentally…
Jeff Dewar
There are many endangered industries today, and publishing is certainly among them. In 2009 we didn’t know if we would survive the monumental changes that had torn through all areas of the publishing world.
W. Edwards Deming once said to me during an interview, “Pray that your competitors are…
Scott Paton
It seems like yesterday that I walked into 1425 Vista Way in Red Bluff, California, to begin what I thought was a part-time data-entry job that was supposed to last just a few weeks. Instead, I ended up working for Quality Digest for 21 years; made lifelong friends; became a journalist, writer,…
Taran March @ Quality Digest
In publishing, anniversary issues sit in the ambiguous space between news and marketing. News because, at 40 years and counting, it’s not every magazine that makes it to middle age in these times. Marketing because it’s all a bit brash, like asking for presents on your birthday.
However, it’s worth…
Quality Digest
As part of QD’s 40th anniversary hoopla, we wanted to hear from those in the quality field. Tribal knowledge is real and valuable. What you’ve learned as a quality professional can help others starting out in the field. Here are words of wisdom from readers respresenting a diverse array of…
John Colmers, Sherry Glied, Knowable Magazine
This story was originally published by Knowable Magazine.
The way the United States typically finances hospitals isn’t working. The coronavirus laid this bare, along with many other long-standing societal problems.
Before Covid-19, most hospitals were operating on a standard “fee-for-service”…
Christine Schaefer
When the City of Germantown, Tennessee, was named a Baldrige Award recipient in 2019, the small suburb of Memphis (just 20 square miles in size) became only the fourth city to earn the prestigious, presidential award for organizational excellence.
During the Baldrige program’s 32nd Quest for…
Jon Picoult
In 1978, inventor Thomas Jake Lunsford patented a new form of plastic packaging and unknowingly triggered the ire of hundreds of millions of consumers.
His invention was the “clamshell”—a type of packaging that envelops a product in two form-fitting, sealed plastic shells. The public frustration…
Zach Winn
More and more people are doing their shopping from home these days, and whether they’re ordering groceries, home office equipment, or Covid-19 tests, they increasingly expect their deliveries to be fast and on time.
Companies have struggled to keep up with the rise in orders and expectations. One…
Dirk Dusharme @ Quality Digest
For most of 2021, roughly 4 percent of the retail workforce has quit every month; in June alone 632,000 workers quit their retail job. Even though retail workers are quitting at a record pace, more new stores are opening than expected and looking to hire new employees. So how can retail chains…
Dawn Bailey
‘We didn’t get here on our own,” said Brian Dieter, president and CEO of Baldrige Award-recipient Mary Greeley Medical Center (MGMC), speaking at the 32nd Baldrige Quest for Excellence Conference. “We think we are very much better as a result of having learned from [other Baldrige Award recipients…
Kiley Becker
I was recently on a trip to visit a manufacturing facility for one of our clients. My connecting flight didn’t arrive on time, which delayed my arrival and put me on a tight schedule.
When I got to the rental car agency, I saw more than 20 people waiting in line, and my heart sunk. “Should I call…
Quality Digest
Labor demand is continuing to outstrip labor supply by a wider margin despite record job openings. The hospitality industry is just one industry taking hard hits, with some restaurants reporting temporarily closing or cutting hours due to the labor shortage. But just as restaurants look to robotics…
