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Many of you work in organizations that keep track of customer complaints. Have you ever thought of how they are recorded and tallied? What could possibly be wrong with this process: The customer brings a concern to your attention. Record it.
What do cocoa, socks, and smartphones have in common? If you guessed risk of slavery in the manufacturing supply chain, you are correct. Does your organization have an international supply chain? Then it’s at risk.
Our August 11, 2017, episode of QDL looked at the role of technology in after-market service, stairs that help you up, Fidget Cubes, and more.
Motion with purpose can be beautiful. Motion without purpose is waste.
Credit: Thomas Hawk
It’s usually not a good idea to rely solely on a single statistic to draw conclusions about your process. Do that, and you could fall into the clutches of the “duck-rabbit” illusion shown below.
There are four distinct categories of intervention with which change managers should be familiar.
—Quy Huy