This week’s episode of QDL took us back to our roots with stories about the nuts and bolts of quality improvement—customer service, management, standards, and the future of the quality profession in the face of increasing automation.

‘How could I forget to do that?”

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Fresh from making mud pies, Paul and I were coated in dirt from our elbows to our fingertips. We walked into the kitchen to clean up for lunch, where we found Rafe leaning against the wall, shaking, and crying uncontrollably.

There are a lot of good quality tools and improvement processes out there for when you are not engaged and productivity wanes. But until you find the root cause of your behavior, any improvement won’t be sustained.