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How to Win at Customer Service

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When Scarlett hung up the phone, she was close to tears. Even more unexpectedly, so was the customer service representative on the other end. How did a seemingly simple inquiry end in two people so frustrated they were on the verge of a breakdown?

Big Food Is Ripe for a Revolution

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In May 2019, a California jury found Monsanto’s weed killer, Roundup, to be a “substantial factor” in the cancer suffered by a couple and ordered the U.S. agrochemical company to pay them $2 billion in damages.

Why Audits Are the Way Forward for AI Governance

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Much has been written about the challenges associated with AI-based decisions.

Measuring Your Response to Others

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What good is it?

Calculating Reliability and Confidence

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It has been a while since I have written about statistics, and I get asked a lot about a way to calculate sample sizes based on reliability and confidence levels.

Measuring Surgical Quality

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Any patient scheduled for surgery hopes, and maybe assumes, that his surgeon will do a high-quality job. Surgeons know better.

Designing for Failure

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So it seems the contentious wall along our southern border, variously known as the Trump wall or the Mexico-United States barrier,

Does LPA Administration Get in the Way of Quality?

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According to the Deloitte Automotive Quality 2020 report, auto manufacturers spend an average of 116 days annually on quality managemen

Accurate Measurements of Irregular Surfaces

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Headquartered in Houston, Texas, Dimensional Engineering was born on the back of a dream, a major contract from an aircraft manufacturer, and a process developed specifically to fulfill that project.

Avoiding the Crack of Doom

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Credit: Leo Reynolds

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Just as a journey of 1,000 miles begins with a single step, the deformations and fractures that cause catastrophic failure in materials begin with a few molecules torn out of place.

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