Years ago—actually nine years ago, in February 2015—I wrote about “The 7 Deadly Sins of Customer Experience.”

It’s all well and good to pontificate about “the customer comes first” or “deliver outstanding service,” but often it’s hard for your team members to wrap their heads around what that really means.

Many employees are unaware that they can leverage the Americans with Disabilities Act (ADA) to request work-from-home (WFH) accommodations based on mental health conditions.

Failing to identify faults seems to be a prevalent issue nowadays, considering recent reports of quality control problems at Boeing and numerous

I was driving along listening to the audio book

Congratulations! You’ve arrived.

When it comes to aircraft, poorly documented dents can lead to more significant problems, potentially compromising structural integrity or performance. Dents can trap moisture and lead to corrosion. The stress they generate can initiate fatigue cracks.

Someday, you may want your home robot to carry a load of dirty clothes downstairs and deposit them in the washing machine in the far-left corner of the basement.

‘I don’t like confrontation, but I’m tired of his abuse. He signed me up for another committee without asking.”

I have always been interested in the idea of autonomy in a social setting. In this article, I’m looking at autonomy in a social setting—such as an organization—from a cybernetics viewpoint. I’ll lean on the ideas of Heinz von Foerster and Stafford Beer.