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This Week in Quality Digest Live
Customer Care Features
Innovating Service With Chip Bell
A relationship without trust is like a cell phone without service; all you can do is play games
Annette Franz
A root cause analysis
Willie L. Carter
Redesigning your organization around lean thinking
Stephen McCarthy
New technologies can drive a shift toward prevention

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Customer Care News
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
The Baldrige Criteria for Performance Excellence can help
ISO/PC 303 project committee will provide international benchmarks to reduce purchasing risks

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Quality Digest Live -- August 12, 2016

Video Information

Story links for August 12, 2016

Twelve Characteristics of Great Leaders
Plus: An interview with Mike Figliuolo, managing director of thoughtLEADERS LLC

Feynman and the O-Ring

Becoming a 'Why Not?' Engineering Culture
Plus: An interview with Eugene Daniell, ROMER Absolute Arms product manager at Hexagon Manufacturing Intelligence

Tech Corner: Marposs iWave2 Bore Gauge with Merlin Plus SPC Computer