Back in the early 1990s, before the laser tracker—the portable measurement system that relies on a laser beam to measure and inspect—had the reputation it has now, it was viewed simply as an inspection tool.  As part of a quality control group, I would check dimensio

Not all customers are equally profitable. Different customers have different needs, and hence different costs to serve. The overall profitability of a business is a function of the profitability of individual customers and customer groups.

Once upon a time I asked, “What does it mean to operate in a state of control?” at an off-site “strategy” meeting of a senior management group.

(AHRQ: Rockville, MD) -- States are seeing improvements in health care quality, but disparities for their minority and low-income residents persist, according to 2010 State Snapshots, a web-based resource recently released by the Agency for Healthcare Research and Quality (AHRQ).

A lab, though it may seem quiet and insulated, can be as full of background noise as a crowded train station when you’re trying to catch announcements.

I greatly believe in training. I have been fortunate to work in businesses that also believed in having trained and qualified professionals in their organization.

We ran a contest recently asking readers to reshape some of the words they use every day, and the results were both surprising and funny.

Many appliance, big box, and other stores recommend the purchase of extended warranties to go with consumer electronics. They are available for automobiles as well, but they are rarely if ever cost effective.

Often a firm is confronted with the key question of whether the quality of its products and services should be improved.