I was asked to lead a workshop in the sales order department of a manufacturer that we had helped with process improvement on the factory floor. Those efforts had positively reverberated across the company in the form of fewer late and expedited orders.

The Center for Organ Recovery & Education (CORE),

Everyone knows customer service is increasingly automated and impersonal—that’s a “dog bites man” story. It’s not news because it happens all the time. When a man bites a dog, that’s news.

It’s important to have customer-friendly policies if you want to have a great customer service culture. Your policies drive team behaviors, so be sure they’re consistent with the brand you want to put forward.

Michele Gelfand finds inspiration for new projects all around her: taking in the banter in a boardroom, speaking with taxi drivers when traveling, observing the interactions between physicians and nurses during an unexpected trip to the doctor.

Stain-resistant clothing, fast-food wrappers, and extreme weather gear such as certain jackets and pants—these products get many of their desirable features from a class of manufactured chemicals called per- and polyfluoroalkyl substances (PFAS).

Many people proclaim they are gurus, ninjas, and other silly titles. Giving yourself such a title can cause people to lose respect for you, and it can cost you credibility.

Formal complaint management is a requirement in regulated industries such as medical device and pharmaceuticals under U.S. Food and Drug Administration (FDA) and other international regulations.

As a manufacturer, you understand that supply chain disruptions happen all the time. What you don’t know is when or how they will affect your operation and business.