Innovating Service With Chip Bell
The coolest birthday present I ever received was a gift from my wife a number of years ago; it was a white 1962 Mercedes-Benz 220 sedan reasonably well-restored. But the classy antique car, with...
Annette Franz
Do you feel like you’re not making the progress in your customer experience (CX) transformation efforts that you thought or hoped you would by now?
You started years (not months—it’s a journey)...
Curt Redden
We all seem to get it by now—more engaged employees perform at a higher level. The organizations that get their strategy right in this area provide a superior customer experience, have lower levels...
Willie L. Carter
What differentiates a lean-thinking organization from a traditional one? Basically, the lean-thinking organization is grounded in the answers to two simple questions: “What do my customers value?”...
Stephen McCarthy
Cost of quality (CoQ) is certainly not a new topic. It was first described in 1956 by American quality control expert Armand V. Feigenbaum in a Harvard Business Review article. As you likely...
Knowledge at Wharton
When Tide and other detergent manufacturers developed colorful, convenient pods designed to be tossed into washing machines and dishwashers, they never expected teenagers would try to eat them. But...
George Hall
Every year, would-be suitors spend lots on cards, nice trinkets, flowers, and even chocolates, trying to win the attention of their sweetheart or crush. It can be a dangerous game of risk and...
John Bell
I have written more than a 100 blog posts about leadership, strategy, and culture. Within that portfolio are several accounts of business reinvention and transformation. Yet it was only a few...
Julia Russell
Retailers and brands convened in New York recently to experience the National Retail Federation’s Retail’s Big Show, and one of the biggest topics on attendees’ minds was technology. From...
Ryan E. Day
As a journalist in the quality improvement field, I try to keep an eye on emerging technology that can help us do things better, faster, and more efficiently. Naturally, the internet of things (IoT...
Brian Rogers
Disruptive ventures arise from mobile device ubiquity, data-powered AI, and digital platforms that connect buyers and suppliers in new ways. They are reshaping industries such as transportation (e....
Michael Lynn
Some journalists and other social commentators have in recent years called for the abolition of restaurant tipping, primarily because they argue that it hurts workers. Several restaurateurs have...
Kostya Kimlat
A sale, like a great magic trick, occurs inside the customer’s mind. And it is there where it is replayed, remembered, and redefined continually afterward. Because magicians are masters of...
Carrie Van Daele
The key to being an explorer lies in what you do with your creative thinking and attitude, which allow you to consider different points of view. Like the explorer, you look for probabilities and...
Debashis Sarkar
We all know the famous quote, “The customer is always right.” It was coined more than a century ago. In the United States, it was popularized by Marshall Field during the early 1900s. In the United...
Quality Transformation With David Schwinn
I was recently reminded of a fundamental statement about continual improvement. In Out of the Crisis (Massachusetts Institute Center for Advanced Engineering, 1986), W. Edwards Deming stated, “I...
Innovating Service With Chip Bell
I do not at all understand the mystery of grace—only that it meets us where we are but does not leave us where it found us. —Anne Lamott
Howard Perdue was the owner, manager, and spiritual leader...
Taran March @ Quality Digest
I loved my Honda. Is it OK to cling to that emotion, even after a car takes its final drive and lands in a dissection yard to be pulled to pieces so other old Hondas can stay on the road? Are there...
Trevor Blumenau
How does one define quality in the context of a warehouse? The perfect warehouse is clean, has everything in its place, and is easy to access. Your warehouse looks like the one below, right?
You...
William A. Levinson
The recent revelation that a major steel maker falsified test data,1 and similar scandals at other companies,2 underscores the menace of counterfeit parts, or what a 1987 Senate hearing called COME...
