Customer Features

Innovating Service With Chip Bell's picture
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's picture
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's picture
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's picture
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's picture
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's picture
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's picture
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's picture
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's picture
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's picture
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's picture
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's picture
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...
Anonymous's picture
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's picture
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:...
Rupa Mahanti's picture
Rupa Mahanti
We are currently living in the digital age and are drowning in an ocean of data. Organizations have a large number of data entities and data elements, and a large volume of data corresponding to the...
Ian Golding's picture
Ian Golding
During the last five years, a small number of organizations have been featured multiple times in my writing. In the vast majority of cases, I have used these businesses as a way of bringing to life...
Jim Benson's picture
Jim Benson
‘It’s the shoes!” Spike Lee yelled into the camera on the Air Jordan ads. But it was never the shoes. Michael, Magic, and LeBron would have outplayed their leagues in golf cleats. It was never the...
Michael Baxter's picture
Michael Baxter
You would expect a building where vinegar is made to have a sour smell, highly pungent, perhaps with a whiff of apple. World Technology Ingredients (WTI) smells nothing like this. Their manufacturing...
Knowledge at Wharton's picture
Knowledge at Wharton
Have you heard of a media company called T-Series? Chances are, you probably haven’t. Gulshan Kumar, whose résumé up to 1983 read, “Fruit juice seller, streets of New Delhi,” founded it that...
Clinton Ballew's picture
Clinton Ballew
Legislative support is growing for the reimbursement of care delivery via telemedicine. The Centers for Medicare and Medicaid Services (CMS) and the Office of Inspector General have recently made...