Rajesh Midha
Digital experiences surround us in all aspects of our lives. Today, as consumers of products and services, we can accomplish most of our tasks digitally. This digital ecosystem has been carefully...
Joerg Niessing
Since Covid-19’s arrival, digital resilience increasingly refers to the strategic use of digital technologies in delivering customer value and business growth despite adversities. Indeed, some...
Lola Butcher
This story was originally published by Knowable Magazine.
In February 2020, the month before Covid-19 hit Boston, Partners Healthcare, the huge health system that includes Massachusetts General...
Greg Hutchins
My recent epiphany was that the lens for all work and even for everyday living during the next few years will be risk-based. Why do I make this case?
In January 2020, my company was selected to...
Tom Taormina
Each article in this series presents new tools for increasing return on investment (ROI), enhancing customer satisfaction, creating process excellence, and driving risk from an ISO 9001:2015-based...
Ben Brumfield
Dang robots are crummy at so many jobs, and they tell lousy jokes to boot. In two new studies, these were common biases human participants held toward robots.
The studies were originally intended to...
Innovating Service With Chip Bell
One of my favorite movies is Stripes. Starring Saturday Night Live comedians Bill Murray and John Candy, the 1981 hit movie features a scene in which new Army recruits (including Murray and Candy)...
Tom Taormina
Each article in this series presents new tools for increasing return on investment (ROI), enhancing customer satisfaction, creating process excellence, and driving risk from an ISO 9001:2015-based...
Sarah Simon
Throughout my career, I’ve enjoyed the thrill of several transitions between parallel (related but different) professional camps. In each case, there was some level of misalignment between...
Quality Digest
It’s easy to assume that something as simple as a mask wouldn’t pose much of a risk. Essentially, it’s just a covering that goes over your nose and mouth.
But masks are more than just stitched-...
Grant Ramaley
The International Accreditation Forum (IAF), the association of conformity assessment accreditation bodies worldwide, held an emergency meeting after confirming what appears to be an outbreak in...
Carrie Van Daele
Crossing the street or stepping backward when you encounter another person has already become a habit, as has a routine elbow bump, instead of a handshake.
And that is definitely what is needed...
Gleb Tsipursky
So many companies are shifting their employees to working from home to address the Covid-19 coronavirus pandemic. Yet they’re not considering the potential quality disasters that can occur as a...
Annette Franz
There’s a little bit of irony in the title of this article. Why do we have to make sure the customer—and employee—experience is crisis-ready? Well, as John Kennedy said, “The time to repair the roof...
Donald J. Wheeler
Each day we receive data that seek to quantify the Covid-19 pandemic. These daily values tell us how things have changed from yesterday, and give us the current totals, but they are difficult to...
Bill Kalmar
Have you noticed that coupons have become a major part of our lives? There are always coupons for restaurants or stores in most of the newspapers these days. And it seems that every day, we receive...
Innovating Service With Chip Bell
The “camp” where we board our cat is fantastic. Our cat gets “tree time”—a giant climbing structure with tunnels and carpeted “trees” to climb and scratch. She gets the best of tender loving care,...
Rebecca Spang
Arnold Schwarzenegger tweeted a video of himself on March 15, 2020, saying: “No more restaurants.” Seated in his palatial kitchen with two miniature horses, Whiskey and Lulu, beside him, the former...
This is supposed to be trade-show season. The time when companies send their employees to industry tech shows and user-group meetings to see and experience the latest offerings in their field. A time...
Kevin Meyer
A couple weeks ago a consultant friend of mine, who coincidentally focuses his practice on lean in healthcare, was complaining about issues with his healthcare providers. It’s a story we hear often:...
