A Galactic Lesson in Quality If space can be curved, then behaviors can be bent
Tue, 03/03/2015 - 13:03
Every spot in the photo below is a galaxy, not a star. Each of them contains perhaps 100 billion stars, and along with them, probably hundreds of billions of planets.
The center area is a supercluster of galaxies, colorfully labeled CL 0024 + 1654… Five Moments in Quality That Changed My Life They would have changed your life, too
Mon, 01/12/2015 - 13:32
Evolutionary biologist Stephen J. Gould is best known for his history of punctuated equilibrium, a revision to Charles Darwin’s theory of evolution. Punctuated equilibrium holds that new species evolve suddenly over brief periods of time, followed… How to Manage Connected Cycles of Service There are moments of truth within moments of truth
Tue, 10/01/2013 - 11:57
“We have 50,000 moments of truth every day.”—Jan Carlzon, CEO, Scandinavian Airways (SAS), 1989 I am watching icebergs float by as we navigate Alaska’s Tracy Arm Fjord, at the end of which lies the spectacular Sawyer Glacier. The wonders…
How to Plan a Delightful User Conference Enchanting users with a quality experience
Mon, 07/08/2013 - 12:38
Not all user conferences are created equal. I’ve been to so many I’ve lost count. Some are simply boring with over-filtered information, and others are pure marketing events. Then there are a few that enchant, delight, and add true value for… Teaching Managers to Empower It begins with the belief that those who support you often contribute more to quality than you
Wed, 05/01/2013 - 15:40
The Baldrige Performance Excellence Program includes employee empowerment as an integral part of its criteria. The word “empower,” or one of its derivatives, appears seven times in the criteria in reference to workforce development, yet it remains… Let Customers ‘Pull’ Service on Demand Instead of ‘pushing’ it to them at your convenience
Tue, 03/05/2013 - 10:01
“Check on your customers every 10 minutes or so,” instructs the typical restaurant manager. And Deming turns in his grave again because the manager’s objective is arbirtrary. It’s not based on the capabilities of a process or the needs of the… Helping Customers Define What They Want How to translate the vagueness of a wish into a specification
Mon, 01/28/2013 - 09:46
“Dad, I'll need a car soon,” came from the lips of my 15-year-old son. A straight-A student, on his way to attaining Eagle Scout rank, and dedicated to the cross-country team, he deserved a hearing. He had been working around the neighborhood… How to Exceed Customer Expectations A formula for going beyond just “satisfaction”
Mon, 01/07/2013 - 13:34
To begin, let’s use the right words. Instead of just talking about “exceeding expectations” or “customer satisfaction,” try including these in your customer vernacular: Impress. Surprise. Delight. Enchant. Bewitch. And my favorite… dazzle.
For… Who Studies Quality Management in High School? These children may know more about quality than your managers
Mon, 05/21/2012 - 11:16
There is a remarkable quality movement afoot centered in South Asia with tentacles that reach to the United States, Europe, and Africa.
Starting in primary school and extending throughout high school, students are introduced to the teachings of W… Juran’s Teachings Live On Episode Four: Education—Finding Your Competitive Advantage in the Workplace
Wed, 05/09/2012 - 10:56
Editor’s note: This is the fourth of a four-part video interview with Juran Institute’s CEO Joseph DeFeo, and hosted by Quality Digest’s CEO, Jeff Dewar. View part one here, part two here, and part three here.
“Whenever you are asked if you can do a…