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Annette Franz
When you think of the phrase “inside-out” relative to the customer experience, you probably cringe. This is not a phrase that customer experience professionals take lightly. “Inside-out” means...
    According to Harvard Business Review, less than half of employees say their organization exhibits a culture of quality. And while the benefits of a quality culture are huge—think hundreds of millions in savings—getting there doesn’t happen overnight. Instead, it requires sustainable habits...
    It’s quite frustrating to be not heard when you speak up, and unfortunately, it’s more common than you might think. Speaking up in a group setting is one of the biggest challenges many people face. You have some valuable information and opinions to share, but no one listens to you. It can be...
    Our Nov. 17, 2017, episode of QDL looked at factories controlled by large-volume 3D metrology, the value (or not) of four-year degrees, and creepy Christmas. “Developing the Light-Controlled Factory” A UK development project directed by the University of Bath and supported by University...
    During the early 1990s, I was president of the Twin Cities Deming Forum. I had a wonderful board to work with, one of whom was Doug Augustine, our self-appointed provocateur. Doug was a 71-year-old retired Lutheran minister, and we all loved him because he always pulled us right back to...

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