Scott Paton
It seems like yesterday that I walked into 1425 Vista Way in Red Bluff, California, to begin what I thought was a part-time data-entry job that was supposed to last just a few weeks. Instead, I ended...
Taran March @ Quality Digest
In publishing, anniversary issues sit in the ambiguous space between news and marketing. News because, at 40 years and counting, it’s not every magazine that makes it to middle age in these times....
Quality Digest
As part of QD’s 40th anniversary hoopla, we wanted to hear from those in the quality field. Tribal knowledge is real and valuable. What you’ve learned as a quality professional can help others...
John Colmers
This story was originally published by Knowable Magazine.
The way the United States typically finances hospitals isn’t working. The coronavirus laid this bare, along with many other long-standing...
Christine Schaefer
When the City of Germantown, Tennessee, was named a Baldrige Award recipient in 2019, the small suburb of Memphis (just 20 square miles in size) became only the fourth city to earn the...
Jon Picoult
In 1978, inventor Thomas Jake Lunsford patented a new form of plastic packaging and unknowingly triggered the ire of hundreds of millions of consumers.
His invention was the “clamshell”—a type of...
Zach Winn
More and more people are doing their shopping from home these days, and whether they’re ordering groceries, home office equipment, or Covid-19 tests, they increasingly expect their deliveries to be...
Dirk Dusharme @ Quality Digest
For most of 2021, roughly 4 percent of the retail workforce has quit every month; in June alone 632,000 workers quit their retail job. Even though retail workers are quitting at a record pace, more...
Dawn Bailey
‘We didn’t get here on our own,” said Brian Dieter, president and CEO of Baldrige Award-recipient Mary Greeley Medical Center (MGMC), speaking at the 32nd Baldrige Quest for Excellence Conference. “...
Kiley Becker
I was recently on a trip to visit a manufacturing facility for one of our clients. My connecting flight didn’t arrive on time, which delayed my arrival and put me on a tight schedule.
When I got to...
Quality Digest
Labor demand is continuing to outstrip labor supply by a wider margin despite record job openings. The hospitality industry is just one industry taking hard hits, with some restaurants reporting...
Innovating Service With Chip Bell
Necessity is the mother of invention. And few things are more necessary to the success of an organization than customers. Leave that thought on the page, and we will return to it shortly.
Napoleon...
Taran March @ Quality Digest
You may work in a state-of-the-art lab, but do your ergonomic practices still linger in the 19th century? If you spend more than five hours a day at a microscope, leave work with blurred vision and a...
Nate Burke
The past 18 months have presented unimaginable challenges for many businesses seeking to stay afloat in times of crisis. But as with any challenge, shifting needs, perceptions, and practices develop...
Clare Naden
Remember the days when large paper maps filled the car, and holidays were booked by a travel agent? Neither do most people. Technology had already revolutionized the world of travel before Covid-19,...
Christoph Senn
In 2011, we started talking with top B2B executives about their engagement with their firm’s major customers in the aftermath of the financial crisis. The vast majority told us that they were very...
Dawn Bailey
‘What would be important to you in the care of your daughter?” John Chessare, president and CEO of Baldrige Award-recipient GBMC HealthCare (GBMC), asked a virtual Quest for Excellence conference...
Annette Franz
Simon Sinek popularized the concept of finding your why, which he defines as the purpose, cause, or belief that drives you. He states that the concept is “grounded in the tenets of the biology...
Dawn Bailey
The spirit of service—for a small clinic started in 1913 to provide free care to Los Angeles (LA)—lives today in the servant-leader aspirations of 2019 Baldrige Award recipient Adventist Health White...
Clare Naden
Travel and tourism took a beating during the Covid-19 pandemic, with borders closed, airlines grounded, and many establishments shut for months. Now as the industry attempts to recover in this new...
