The customer is not always right. We are all customers, and sometimes we’re dead wrong. Stew Leonard Jr., CEO of Stew Leonard’s grocery stores, enjoys saying, “The goal is to make the customer feel right.” 

As AI makes its way into every corner of work, quality management is no exception.

In some organizations, possibility feels like a luxury. Something you talk about at offsite sessions. Something you reference in mission statements. Something you save for after the real work is done.

I want to revisit the notion of information from a cybernetic viewpoint, drawing primarily from Gregory Bateson’s well-known formulation that information is the difference that makes a difference. This definition doesn’t merely redefine information.

Measurement, in its most basic form, is about comparing the thing you want to measure with a reference. To measure the length of a table, you compare it to a tape measure. To measure flour for a birthday cake, you compare it to a measuring cup.

The manufacturing world is undergoing a major shift.

During a June 2025 webinar on pragmatic AI applications in healthcare quality management and regulatory affairs, live polling of quality and regulatory professionals revealed that approximately 80% of respondents were actively implementing AI solutions or seriously c

During the last couple of decades working in quality, I’ve lost count of how many times I’ve seen the same pattern play out: A strong launch. Tight focus. Great early results. People doing the right things for the right reasons. Controls are followed.

In the first two episodes of The Quality Digest Roadshow, we looked at the evolution and use of dimensional measurement and measurement standards.

Jennifer had a problem. She was the program manager for the No. 2 business priority at a multibillion-dollar company, rolling out sustainability programs in manufacturing. But when she presented, she kept hearing: too complicated, too time-consuming, too costly.