All Features
Giles Hutchins
Each generation experiences significant change due to innovations, disruptions, and shifting perspectives. These transform our ways of operating and organizing in business and beyond. Yet, it seems we’re now living in a particularly dynamic period, with metamorphic shifts that challenge what we do…
Back in 2004, I was saddled with a two-hour commute to work almost every day. Fortunately, I had something with me to make the experience more bearable: my new third-generation iPod. Many of you probably remember your first iPod experience, how great it was to carry your entire music library in…
Barry Plunkett
For top executives to add value to their organizations, those in the C suite must learn how to recruit, train, nurture, maintain, and retain exceptional employees who understand customers. If an organization wants to not just survive, but also succeed, it must anticipate its customers’ needs and…
Davis Balestracci
In my last column I explained how many situations have an inherent response surface, which is the “truth.” However, any experimental result represents this true response, which is unfortunately obscured by the process’s common-cause variation. Regardless of whether you are at a low state of…
Jason Furness
Here’s a “tales from the real world” extract from our book, Manufacturing Money (Amazon Digital, 2015). It offers an example of the “five focusing steps” to improvement, with a particular focus on step one, identify the constraint; and step two, maximize the constraints output.
This was a time…
Annette Franz
Ihave written and talked about journey mapping so much this year, even suggesting back in January that we make it the year of the journey map. I think customer experience professionals have made great progress toward this goal so far in 2016! I hear so many people talking about mapping, and many…
Annelise Orleck
Pico Rivera is a dusty working-class Latino suburb of Los Angeles. After the school district, Walmart is the city’s largest employer and the source of 10 percent of its tax revenue. More than 500 families in the town depend on income from the store. The town is also the epicenter of activism by…
Gilles Hilary
President Obama has been injured in a terrorist attack on the White House. A tweet released by the Associated Press (AP) attests to this. It carries the company’s “verified” stamp of authenticity. The S&P 500 just lost more than $130 billion. Well, not quite.
The AP’s tweet was the byproduct…
Tonianne DeMaria
No doubt you’ve seen evidence of its ascendance: The cottage industry that’s become a multibillion dollar “motivational industrial complex” of sorts. Its rallying cry, “If you think it, you can achieve it!” is plastered just about everywhere these days. From gilt-framed posters of eagles soaring…
Harish Jose
In this article I want to look at the concept of equifinality in relation to the plan-do-check-act (PDCA) cycle. In systems theory, equifinality is defined as reaching the same end, no matter what the starting point was. This is applicable only in an open system, one that interacts with its…
Ruth P. Stevens
As the initial wild enthusiasm for customer relationship management (CRM) begins to plateau, and companies become increasingly skeptical of inflated claims for success, it’s time to take a hard look at how CRM projects should be measured. What is “successful” CRM, anyway? How will you know it when…
Thomas More Smith
Last month, the U.S. Department of Labor outlined changes to the existing overtime exemptions. Is this a win for workers? And a loss for employers? In truth, the real effect on both groups and the economy is much more nuanced.
As you are probably aware, some employees are exempt from being paid…
Bruce Hamilton
Twice in the last month I’ve heard the phrase “traditional lean” used in public presentations. In neither case did the presenter explain the expression, but one displayed a slide with a Venn diagram showing the overlap between lean and Six Sigma.
I suppose this means that he defined traditional…
The QA Pharm
Aquality management review of data with responsible company leadership is a current good manufacturing practices requirement. Quality management review procedures vary, but there seems to be a struggle with presenting data from across the quality management system in a meaningful and consistent…
Barbara A. Cleary, Steve Daum
Quality alone will not ensure a successful future, as the classic story of the buggy-whip manufacturer demonstrates. His products were outstanding—better than any others—but when the market changed to automobiles, he found himself out of business.
Markets do indeed change, apparently at an…
Mike Figliuolo
Work is a convenient excuse for not taking care of yourself. Not exercising, poor diet, and stress are a bad combination. You’ve got to make time for you. Work will always be there when you get back.
Just over a year ago, I had a heart attack. My second heart attack. Yep. Two. The first one…
Ben Vickery
A manufacturer can be innovative in various ways by using new business models and adopting measures to improve processes and enhance existing products. But to stay ahead of competition, manufacturers often turn to technology. Here are five technologies that are driving manufacturing innovation.…
Dan Jacob
The way an organization handles quality generally differs from how it manages other business areas. Although no one questions the importance of tangible industrial functions like production or scheduling, too often quality is treated as an add-on. Some companies take an antiquated approach and…
Fred Schenkelberg
When products were crafted one at a time, the design and manufacturing processes were often done by the same person. For example, a craftsman would design and build a chest of drawers or a carriage. Some trades would employ apprentices to learn the craft, which also included design.
Larger…
Jeffrey Phillips
The tone of this article is a bit tongue in cheek, but the point is quite serious. Innovators go through a number of phases as they accept the reality of innovation based on what executives and corporate culture allow. Growing as an innovator is something like experiencing the seven stages of…
Rachel Tracy
Two things are true when it comes to making important decisions that affect your company: You need a way to quantify risk to make the best choice, and you need to be able to explain that choice. A risk matrix helps you do both.
Calculating risk across various outcomes can give you clear…
Schon Beechler
Firms that carefully design effective community projects for their employees can uncover new leaders, improve employee engagement, and even boost the bottom line. But crucial elements are required to ensure success.
Vik Hill, the managing director of Santander Consumer Finance UK (SCUK) in London…
Donald J. Wheeler
The simple process behavior chart can be used in many different ways. Since report card data are common in all types of businesses, the report card chart is often the first chart that people create. Some of the pros and cons of report card charts are covered here.
Report card data are data that…
Dawn Bailey
Daniel Pink, author of five books about changing the world of work, recently offered attendees at the 28th Annual Quest for Excellence Conference insights on what science tells us about what motivates people on the job, and an alternate approach to the way most organizations view motivation.
“…
Chad Kymal
The aerospace standard AS9100 Revision D was originally planned to be released in April 2014. Many of us close to the standard expected it to be released in May 2016 after the April International Aerospace Quality Group (IAQG) meeting in Singapore. However, this was not the case; the IAQG decided…
