Customer satisfaction surveys are all the rage these days. Healthcare has a couple of “800 pound gorilla” surveyors whose services (and nontrivial expense) have been pretty much forced upon it. In many cases, targets are set that are used to drive reimbursement.

I had another column in the hopper, but when this article came across my desk, followed by a phone conversation with Bob Chapman, I knew I needed to write something different, something that is top of mind for me now—and often—as I work with my clients. The article?

Carrying your smartphone around everywhere has become a way of life. In doing so, you produce a surprising amount of data about your role in the economy—where you shop, work, travel, and generally hang out.

The great surprise for people with good ideas is the gap between how an idea feels in their minds and how it feels when they try to put the idea to work.

Policies and procedures tell your employees, partners, vendors, and customers how your system operates. With changing regulations and expectations, a static library is not enough.

I have been thinking a lot about why innovation fails. Not about why supposedly innovative new products fail, because there are multiple reasons for that.

By 2025, nearly 25 percent of the U.S. population is expected to be 60 years of age or older.

Grace Swanson, vice president of human capital at Accumold, a leading micro-molding plastics injection company located just outside Des Moines, Iowa, knows the field of standards well.

In our April 13, 2018, episode of QDL, we talked about anti-hacker robots, data privacy, and new product introduction.