Quality Features

Dan Coughlin's picture
Dan Coughlin
If you have only $10,000 to improve your business, should you pour it into a marketing initiative or a performance initiative? I vote for improving performance every time. The long-term payback will...
Bill Kalmar's picture
Bill Kalmar
How many times have you viewed a compelling story on TV, or read a newspaper or magazine account of an investigation of wrongdoing and then never discovered the outcome? Mass media tantalize us with...
David Weldon's picture
David Weldon
This article is reprinted with permission from the July 2007 issue of ExecDigital. At age 160, the New England Confectionery Co. is the oldest multiline candy company in the United States and one of...
Mike Micklewright's picture
Mike Micklewright
“I’m starting with the man in the mirror, I’m asking him to change his ways.”by Michael Jackson Question: What did the registrar auditor do after informing his client that he wasn’t allowed to give...
Paul Midler's picture
Paul Midler
Numerous news stories this past month have focused on concerns about the quality and safety of certain Chinese exports. In this opinion piece, Paul Midler discusses “quality fade” in China, which he...
Bipin Roy's picture
Bipin Roy
Story update 11/1/2010: We had the incorrect author shown for this story. The author is Bipin Roy.   Welcome to the information technology world of governance boards, compliance councils,...
Quality Transformation With David Schwinn's picture
Quality Transformation With David Schwinn
We recently lost two great American authors, Kurt Vonnegut and David Halberstam. I liked them because they told the truth. At least their truth agreed with my truth, and it seems like the truth of...
Anonymous's picture
Denis Leonard and Bill Denney
For nearly 20 years, the Baldrige Criteria for Performance Excellence have proven themselves time and again to be a path to exceptional organizational performance. Used in more than 70 countries...
Bill Kalmar's picture
Bill Kalmar
Whenever I enter a Ritz-Carlton hotel, I know “I’m not in Mediocreville anymore!”  Walking through those doors transports me to a world unparalleled in service, with guest amenities and services...
Douglas C. Fair's picture
Douglas C. Fair
I frequently hear discussions among engineers, managers, and higher-ups concerning process capability, an alphabet soup of indexes and three-letter designations. The indexes are bandied about as...
Craig Cochran's picture
Craig Cochran
A few years ago, I had the good fortune of doing some consulting with B&C Specialty Products in Hopeulikit, Georgia. B&C does light manufacturing, primarily plastic molding and...
Prasad Nair's picture
Prasad Nair
Quality and customer focus have always been topmost strategic weapons in the arsenal of successful corporations, which nurture strategic initiatives like a gardener looks after a garden. It...
Bill Kalmar's picture
Bill Kalmar
Organizations that provide spectacular customer service always keep their line people informed of new developments or offers that will improve a process, and of glitches in the system that may have...
Anonymous's picture
I recently got a call from the owner of a local manufacturing company asking my advice on whether to implement SAP.  This is a single-site, $5 million operation with one nice, big, contiguous...
Mike Micklewright's picture
Mike Micklewright
Question:Why was the son of an accountant for a U.S. manufacturing company forbidden to name his dog Fifo? Answer: His Dad told him that all four-letter words starting with F are bad. Last Tuesday, I...
Thomas R. Cutler's picture
Thomas R. Cutler
Customer relationship management (CRM) usually refers to sales activities, and CRM software is commonly purchased, and occasionally used, to track potential customers, existing customers and sales...
Thomas R. Cutler's picture
Thomas R. Cutler
Customer relationship management (CRM) usually refers to sales activities, and CRM software is commonly purchased, and occasionally used, to track potential customers, existing customers and...
Craig Cochran's picture
Craig Cochran
Last year, I had the good fortune of doing some consulting with B&C Specialty Products in Hopeulikit, Georgia. B&C does light manufacturing, primarily plastic molding and assembly,...
Peter Tzaklev's picture
Peter Tzaklev
The quality level of Bulgarian companies is far from the six sigma level, but so far they have been satisfying requirements. Many manufacturing firms in Bulgaria are registered to ISO 9001,...
Bill Kalmar's picture
Bill Kalmar
Recently, the AAA organization named its annual list of Five Diamond restaurants. As experienced travelers and faux epicureans, as I consider myself, my wife and I have become accustomed to...