Customer loyalty and lifetime value are highly prized in today’s competitive environment. Smart businesses know that a major point of competitive advantage (or failure) can be the type of customer experience they provide.

Managers who want to keep employees from quitting should consider reordering work tasks, according to a new paper co-authored by Wharton management professor Maurice Schweitzer<

The quality profession has been evolving since the Industrial Revolution. I’ve lived part of this journey since the 1970s and have experienced its effect.

When MasterControl hosted the Masters Summit 2022 in Salt Lake City, Quality Digest CEO Jeff Dewar was one of the panelists.

We spend about one-third of our waking hours at work. That’s often more time than we spend asleep or hanging out with our family and friends. It’s no wonder then that workplaces develop their own languages.

In a highly regulated industry like medical technology, manufacturing processes must undergo either process verification or process validation to ensure they’re consistently producing the correct result. The question is, which one should you use?

Knowledge-intensive work is quite different from the physical manufacturing work that birthed the corporate hierarchies widely prevalent today.

Shortly before the layoffs at Salesforce,

If you feel like there are fewer workers to be found these days, rest assured—you are correct.

You put a lot of time and energy into leading slackers, but you don’t get anything back in terms of results. Your job as a leader is to figure out what will motivate them to perform.