When you think of good customer service—particularly the barriers to it—two factors generally come to mind: timing and wording.

The U.S. Food and Drug Administration (FDA) is the country’s chief agency for regulating the manufacture, marketing, and distribution of critical consumer goods including food, cosmetics, medical devices, biological products, and pharmaceuticals.

Most quality practitioners are familiar with the Taguchi loss function, which contends that the cost of any deviation from the nominal follows a quadratic model.

Susan Strayer, a friend of mine, posed a question on social media the other day: “Can you sum up your expertise in 140 characters or less?” Great question. A few people took her up on the challenge. Being an overachiever, I did it in three words.

When conflicts in a team, no matter how minor, are left unresolved, they can eventually breed resentment. If unaddressed, this could lead to cynicism and distrust, as well as harm to individual and team performance. How should leaders deal with this?

The objective of all improvement projects should be to improve the overall process. Everything else should be secondary to this objective.

As a leadership keynote speaker, I’ve encountered countless professionals struggling with procrastination.

Four years after the Covid-19 pandemic accelerated remote work, its advantages and drawbacks have been well documented.

In case you missed it, the apocalypse happened a few weeks ago. The end of days. The reckoning. It was a time to take a step back and reflect on all you’ve accomplished or failed to accomplish in your life.

Maria took a moment to reflect on how much had changed in just over a year since she first explored ChatGPT with her informal innovation group.