Walking the snowy streets of the small Swiss town of Davos, it was impressive to know that 40 heads of state and 2,500 leaders from business and society were there to talk about some of the most important global challenges facing us today.

How often have you heard people say, “Our strategy is to become the biggest and the best?” This isn’t strategy. Strategy is not the what. Strategy is the how: How will you become the biggest and the best?

For those awake enough to respond, please supply the Jeopardy question to this answer: “A computer system that won a million dollars in 2011 with access to 200 million pages of content, including the full text of Wikipedia.”

Quality professionals in most manufacturing plants still have safety under their area of responsibility. Safety has been a growing concern in the workplace for decades, and in warehouse operations, forklift safety is one of the biggest.

Ask how you can help, always keep a smile, respond to requests promptly... the list goes on. You’ve probably been exposed to an abundance of tips and tricks about how to become more customer-friendly.

Technology is a useful tool in quality. That said, there are limits to what technology can do. Here’s my summary of its advantages and disadvantages for quality professionals.