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This Week in Quality Digest Live
Customer Care Features
Nate Burke
Technology plus human input helps makes personalization more personal and effective at boosting brand affinity
Karla Raines
How do you meet customer’s needs in ways that rivals can’t or don’t?
Harry Hertz
Nine takeaways from Baldrige recipients
Nate Burke
Even in a digital world, a personal touch still prevails
Innovating Service With Chip Bell
Great leaders do not reflect but rather radiate energetic passion

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Customer Care News
Both quality professionals and their business leaders agree that openness and communication is essential to moving forward
Good quality is adding an average of 11 percent to organizations’ revenue growth
Chick-fil-A leads; Chipotle Mexican Grill stabilizes
Consolidated Edison posts large gain; patient satisfaction is stable
Partnership for a Cleaner Environment (PACE) program has grown to more than 40 suppliers in 40 countries
Trader Joe’s tops supermarkets; Home Depot overtakes Lowe’s
TVs and video players lead the pack, with internet services at the bottom
AIAG’s director of corporate responsibility comments on impact of new ethics language in upcoming IATF 16949
Good news for Detroit

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Is ISO 9001 certification worth it?

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Is ISO 9001 certification worth it?

Is there value in ISO 9001 certification? It depends. In some cases, you have to get certain certifications either because your customer requires it or because it helps you meet some regulatory requirement. Some people see value strictly for marketing purposes. And for others, along with all that, is the value that the process itself brings to the company. We talk to Nimit Patel, president of Hydraulic Manifolds USA, to get some answers straight from someone who has gone through the journey.

 
 

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