Of Temps and Tip Jars’Tis the season
Mon, 12/04/2006 - 22:00
As the holiday season approaches, several inevitable occurrences will try our patience. Along with people jostling in lines, the NASCAR-like jockeying in the parking lots, out-of-stock merchandise and interminably long lines for Santa, we… ISO? Baldrige? Mukluks?A smorgasbord of quality
Mon, 11/06/2006 - 22:00
As the cool, crisp air of autumn begins to make its annual appearance here in the Midwest, and the trees on country roads are aflame with color, it’s time to make some wardrobe decisions. Should I select the fur-lined parka over the Gore-Tex… Rule Breaking 101Who are your rules written for?
Mon, 10/02/2006 - 22:00
Conversation at a business luncheon tends to be focused on work. The meal and service are secondary concerns. Still, clumsy service or a poorly prepared meal can ruin a productive business meeting, and a delightful meal and impeccable service can… The Corporate Running of the BullsGoring lives for quality
Tue, 09/05/2006 - 22:00
Rather than travel to Pamplona, Spain, for the annual Running of the Bulls, one need go no further than the parking lots of many U.S. companies. Here people described in many company brochures as “our most important asset" are being… Hammock Thoughts on a Dog Day AfternoonA world-class view of quality
Mon, 08/07/2006 - 22:00
Being retired affords one the opportunity to relax periodically in a hammock on a hot summer afternoon, doing a crossword puzzle and contemplating quality and customer service. While trying to think of an eight-letter term for "a person used as… Scare TacticsCultivate excellence, not fear.
Mon, 06/12/2006 - 22:00
In a recent Volkswagen Jetta commercial, a pleasant conversation between two friends is abruptly interrupted by a horrific accident. Fortunately there are no injuries thanks to the air-bag system in the Jetta. Similar experiences are… How Many Sputniks Are In Your Workplace?How to avoid low-flying loafers
Thu, 02/16/2006 - 22:00
In 1957, the Soviet Union launched the world’s first orbiting satellite, Sputnik. This elliptical sphere the size of a basketball took 98 minutes to encircle the earth and emitted a faint beep as it made its momentous trip. It provided… The Demise of Customer ServiceSometimes rules have to be broken
Mon, 01/09/2006 - 22:00
You see and hear them everyday--signs and commercials heralding “Customer service is No.1,” “We treat you like family,” or “The customer is always right.” The other day I came across a particularly revealing motto: “We’re better than we used to be…
