Denise Robitaille
In order to assess how well you have served your customers, you must first understand their needs and expectations. It’s impossible to gather meaningful data if you aren’t asking the right questions...
Denise Robitaille
The ISO 9001 requirements pertaining to preventive action would get a lot more attention if people grasped the very simple fact that this is all about managing risk—which is really about managing...
Denise Robitaille
The headline’s question seemed a bit far-fetched to me when it was originally posed. The answer provided another delightful illustration of the myriad analogies we find in our everyday lives that...
Denise Robitaille
Every once in a while when I’m conducting training, I have the good fortune to have someone ask a particularly atypical question that gets me thinking and helps me to develop more tools and...
Denise Robitaille
Every once in a while when I’m conducting training, I have the good fortune to have someone ask a particularly atypical question that gets me thinking and helps me to develop more tools and...
Denise Robitaille
I’ve been working with a client on implementing an ISO 9001-compliant quality management system. As always it’s a unique and interesting project, since organizations have different cultures,...
Denise Robitaille
The International Organization for Standardization (ISO) Technical Committee (TC) 176 is made up of members who develop international standards on quality management and assurance, including the ISO...
Denise Robitaille
Election time is once again upon us. And, like a bumper crop of kudzu run amok, campaign ads have besieged local broadcasts with the tenacity of an unrelenting pestilence. My mailbox is equally...
Denise Robitaille
Trepanning is the process of drilling a hole in the skull. It was practiced as far back as 10,000 years ago. Archaeological artifacts lend credence to the lore that the process was used by some...
Denise Robitaille
As the universe of quality management systems expands, it’s interesting to observe the increasing variables that constitute the concept of applicability. Let’s take maintenance of records as an...
