All Features
Megan Wallin-Kerth
When you think of good customer service—particularly the barriers to it—two factors generally come to mind: timing and wording. Imagine walking into a store that sells soap and bodywash products and immediately being bombarded with, “May I help you?” “Looking for anything today?” or the dreaded, “…
Mike Figliuolo
Susan Strayer, a friend of mine, posed a question on social media the other day: “Can you sum up your expertise in 140 characters or less?” Great question. A few people took her up on the challenge. Being an overachiever, I did it in three words. Before I dive in, let me provide some context.
For…
Michael Platt, Vera Ludwig
Four years after the Covid-19 pandemic accelerated remote work, its advantages and drawbacks have been well documented. For leaders, the biggest hurdles have remained constant: building employee engagement, trust, and communication.
Nano Tool
Scientists from the Wharton Neuroscience Initiative …
Harish Jose
Recently, I wrote about the process capability index and tolerance interval. Here, I’m writing about the relationship between the process capability index and sigma. The sigma number here relates to how many standard deviations the process window can hold.
A +/– 3 sigma contains 99.73% of the…
Mike Figliuolo
I hate the use of the word just in front of anyone’s title, as in, “He’s just an analyst,” or, “She’s just a cafeteria worker,” or, “I’m just an administrative assistant.”
No one is just anything. The word is demeaning and pejorative. We’re all people—we happen to have different responsibilities.…
John Tschohl
Are your employees empowered to make decisions on the spot in favor of the customer? Your single goal should be to have overly happy customers. Too many things go wrong each day. You want your employees to understand they are in customer service, and their No. 1 responsibility is to take care of…
Mike Figliuolo
Reading the news (or even your email) can be distressing to the point of despondency. It can also be fun. It’s especially fun when people say or write silly stuff, and the reporter or editor has to write [sic] after a misspelling or a stupid comment in the original transcript. Sic, usually placed…
Daniel Marzullo
The “comfort zone” is that cozy space where everything feels familiar and stress-free. It’s where we stick to what we know, using the same old strategies that keep things steady but can also lead to feeling stuck.
In this zone, there’s not much motivation to push for new achievements, so progress…
Etienne Nichols
On Jan. 31, 2024, the U.S. Food and Drug Administration (FDA) released its final rule for the new Quality Management System Regulation (QMSR).
The new QMSR is the result of aligning the current good manufacturing practice (cGMP) requirements of the FDA’s quality system regulation (QSR) with the…
Mike Figliuolo
We take ourselves too seriously, and in doing so we become boring and no fun. Sometimes it’s OK to let loose, act silly, and have a good time. It’s energizing.
So often we while away the days being the consummate professional. We read professional journals. We write professional messages. We hold…
Jennifer King
At a time when virtual meetings, video conferences, and online work calls are the norm, there’s good news for those who see a unique value in in-person networking. A survey conducted by Harvard Business Review has found that 95% of professionals believe face-to-face meetings are crucial to…
Jones Loflin
In a previous article, I discussed the concept of “stress bragging”—that tendency to boast about our stress levels as a way to highlight our productivity and importance. I touched on ways to curb this habit in ourselves. But what about when others do it? Here are some effective strategies for…
Mike Figliuolo
It’s all well and good to pontificate about “the customer comes first” or “deliver outstanding service,” but often it’s hard for your team members to wrap their heads around what that really means. You can say these things until your jaw muscles are sore, and post all the customer service rules you…
Adam Zewe
Someday, you may want your home robot to carry a load of dirty clothes downstairs and deposit them in the washing machine in the far-left corner of the basement. The robot will need to combine your instructions with its visual observations to determine what it should do to complete this task.
For…
Kate Zabriskie
‘I don’t like confrontation, but I’m tired of his abuse. He signed me up for another committee without asking.”
“I know I need to say something about her taking credit for my work, but how to start?”
“Another joy of adulting, I’ve got to have one of those thorny conversations. Not fun.”
Difficult…
Mike Figliuolo
Are you giving your lowest-level employees the power to make crucial customer-relations decisions without supervision? If not, you’re making a huge mistake.
Within a four-hour period on Friday I witnessed both excellent leadership and an abject failure of it. These experiences occurred with the…
Jones Loflin
I love gardening and growing fresh vegetables. Recently I had checked in on my Brussels sprouts seedlings and, well, they looked awful! The reason quickly became obvious to me: I had overwatered them.
I was so excited about growing Brussels sprouts this year, I didn’t want anything to happen to…
Harry Hertz
The Baldrige Executive Fellows is an annual cohort of executives learning about leading their organizations using the Baldrige Excellence Framework as a guide. As part of the collaborative experience, each executive fellow undertakes a capstone project of strategic significance to their…
Matt Fieldman
If you look around your plant floor, I’m sure the layout, equipment, and technologies are different today from what they were 10—or even five—years ago. You’ve put time, effort, and money into improving every aspect of your operations. You’ve cut costs and made investments where they were necessary…
Bruce Hamilton
As years roll on, I’m noticing more parts of me breaking down: Teeth, eyes, knees, cardiovascular, stomach—the list keeps getting longer, as does the list of docs I see. I’m blessed to be living in an area with the world’s finest medical care and lucky that healthcare innovation (and Medicare) have…
Mike Figliuolo
You can learn a lot about leadership from Master Oogway in Kung Fu Panda. He emphasizes leading today rather than worrying about yesterday or tomorrow.
My expectations for the movie were quite low. I mean, a panda that does kung fu? A jackrabbit I could buy. But a panda? Then again, I’m a huge…
James Chan
The plan-do-check-act (PDCA) cycle plays a central role in fostering improvement by facilitating a structured and ongoing approach to problem-solving. Because the PDCA cycle is ongoing, it also plays a central role in helping organizations navigate shifts in the economic climate, align with new…
Andy J. Yap, Winnie Jiang, Mark Mortensen, Spencer Harrison
Imagine a world where your boss could be fined for contacting you after hours. California is considering a law to make this a reality.
The “right to disconnect” movement is gaining traction globally, with Australia joining France, Italy, Slovakia, Luxembourg, Portugal, and the Canadian province…
Mike Figliuolo
I just rewatched The Green Hornet, and it was awesome. As I finished the movie, I wondered what made him a great leader (or not) and how those lessons might apply to the business world. I know. I’m weird like that.
The good news is I’ve unlocked the secret of great leadership, Green Hornet-style.…
Mitutoyo Corp.
Choosing the right microscope for your application is no small feat. It’s a decision that requires a deep understanding of the task at hand and the tools available to you. From magnification to resolution, and from ease of use to customization options, there are several aspects to consider when…
