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What’s in Your Library?

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I still love to hold and read physical books (as opposed to audible or Kindle). I don’t know how many books I added to my library this year, but it was a lot. I thought I’d share some good ones that I’d recommend you add to your reading list for 2019.

Inside Quality Digest Live for Dec. 7, 2018

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In this episode we look at bioethics, next-gen manufacturing employees, and the death of Le Grand K.

Understanding the Customer Journey Map

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I’ve written previously about 11 myths and mistakes about journey m

Let’s Measure Effort, But...

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I recently had eye surgery that required me to sleep on my back for two weeks following the operation. I have always slept on my side, ever since I was a kid.

A Survival Guide for the Era of ‘Alternate Facts’

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Last year I was invited to give a lecture on critical thinking to the U.S. Navy. I opened my presentation with a story I’d read in Reader’s Digest magazine as a child.

Work That Matters Starts With Matters That Work

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To most of us, the phrase “work that matters” infers job satisfaction. The outcome is lower stress, lower turnover, and higher productivity—in business, a win-win for employees, customers, and shareholders. The logic is infallible.

Inside Quality Digest Live for Oct. 26, 2018

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In this episode we look at a history of quality, how you serve your customer in the housing industry, and what makes a good review.

Perfect Information: Customer Reviews That Influence Purchasing Decisions

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Whether you are booking a hotel room, choosing a restaurant, deciding on what movie to see, or buying any number of things, it is likely you have read online reviews before making your decision.

Continuous Feedback Is the New Way Forward for Employee Reviews

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Traditionally, managers have relied on the annual performance review to provide employees with feedback.

Inside Quality Digest Live for Oct. 12, 2018

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In this episode we look at data, data, more data, and then... engineering the perfect human?

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