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By Nicolette Dalpino and Carey Wilson

Short on News

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By Dirk Dusharme @ Quality Digest

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By Quality Digest

Rooting for Analysis

Would somebody please ask Mike Micklewright to stop making sense (“Why Root Cause Analysis Sucks in the United States,” http://qualitydigest.com/IQedit/
QDarticle_text.lasso?articleid=12753
)? He’s at risk of exposing a vast cottage industry of what Deming called “hacks,” and that could have incredible repercussions thereunto.

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By Quality Digest

Curmudgeonly Customer Service

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By Quality Digest

Giving Thanks

I have been a faithful and interested reader of Quality Digest and the “Quality Curmudgeon” column for many years. As is usually the case, I breeze through the magazine and then cut out the last page so I can take my time with it at a later point in time. I started this back in the day when I realized I cut them out for future reference or to forward to a colleague anyway.

Donald J. Wheeler’s picture

By Donald J. Wheeler

Many have been taught that they must remove outliers prior to analysis. This is because much of modern statistics is concerned with creating a mathematical model for the data. Because all these models are created using algorithms, they tend to be severely affected by any unusual or extreme values.

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By Davis Balestracci

Don’t let the calculation scare you; it looks worse than it is.

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By Dirk Dusharme @ Quality Digest

It’s almost like some retailers finally read the memo. They seem to now understand that customer service is the new differentiator. With quality levels and prices across almost all product categories nearly at par, it’s service that sets retailers apart--and smaller retailers have taken note.