Customer Care
Most organizations are reluctant to spend time and money training their workforce on customer service.
There are a variety of reasons:
1. It will do no good.
2. By the time they’re trained, the employees will leave.
3. It’s common sense. Everyone already understands…
During a recent visit to a brewery in Dublin, I was stopped by one statement displayed on the tour: “The quality of our advertising must be equal to the quality of our beer.”
It was intended as branding. But it pointed to something most organizations quietly overlook: They assume…
Teams building software as a medical device (SaMD) tend to think of ISO 14971 as the hardware team’s problem. Risk management files, FMEA tables, severity scores: all quality and regulatory territory, while the engineers close Jira tickets. That split is where things go wrong.
ISO…
A food company spends months and significant budget on consumer research before launching a new product. The survey scores are strong, so the store managers stock it. Six months later, the product is quietly pulled from the shelves. The consumers who said they would buy it didn’t.
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Three years ago, I’d never heard the term biomedical equipment technician (BMET). I didn’t know the field of healthcare technology management (HTM) existed. Today, I’m a BMET II responsible for making sure critical medical equipment is available and safe for patient care. It’s incredible to look…
Southern politicians often have a homespun way of making a point. A few years ago, a candidate for a small-town sheriff’s election was overheard saying, “Criticize my drawl, you make me laugh. Criticize my views, you make me listen. But criticize my mama and you’re asking for a fight.”
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