All Features
Nate Burke
With the rise of online shopping continuing to increase, thanks to the convenience and comfort of shopping from home, it's important for e-commerce businesses to look to their returns policy to ensure they’re not only catering to the tech-savvy, modern consumer, but also the environmentally…
jeffdewar
There are many endangered industries today, and publishing is certainly among them. In 2009 we didn’t know if we would survive the monumental changes that had torn through all areas of the publishing world.
W. Edwards Deming once said to me during an interview, “Pray that your competitors are…
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 up working for Quality Digest for 21 years; made lifelong friends; became a journalist, writer,…
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. Marketing because it’s all a bit brash, like asking for presents on your birthday.
However, it’s worth…
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 starting out in the field. Here are words of wisdom from readers respresenting a diverse array of…
John Colmers, Sherry Glied, Knowable Magazine
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 societal problems.
Before Covid-19, most hospitals were operating on a standard “fee-for-service”…
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 prestigious, presidential award for organizational excellence.
During the Baldrige program’s 32nd Quest for…
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 packaging that envelops a product in two form-fitting, sealed plastic shells. The public frustration…
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 fast and on time.
Companies have struggled to keep up with the rise in orders and expectations. One…
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 new stores are opening than expected and looking to hire new employees. So how can retail chains…
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. “We think we are very much better as a result of having learned from [other Baldrige Award recipients…
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 the rental car agency, I saw more than 20 people waiting in line, and my heart sunk. “Should I call…
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 temporarily closing or cutting hours due to the labor shortage. But just as restaurants look to robotics…
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 knew that a military force’s success directly correlated to the food it was provided. He offered a…
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 persistent downward tilt to your neck, then the answer is, sadly, yes. In that case it’s time you…
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 opportunity, opening doors for product and service differentiation.
Notably, in this time,…
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, and the trend has been catapulted as many more things move to digital. From virtual-reality tours to…
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 involved, to great effect. However, when we interviewed their sales account managers, we heard a…
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 audience.
“The No. 1 answer is always that people want the best possible health outcome for their…
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 of human decision making.” Once you find your why, you can live in alignment with it. Truly an important…
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 Memorial (AHWM), a 353-bed, safety-net hospital.
The community of two million people that AHWM…
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 context, constantly changing rules and regulations are making it a far-from-simple task. What’s more,…
ISO
There’s more than one path to service management. It refers to all the activities, policies, and processes that organizations use for deploying, managing, and improving IT service provision. In today’s technology-driven corporate landscape, the two leading methodologies come from the world of…
Nate Burke
How many of us remember walking into a holiday gift shop when younger (and before a global pandemic put a stop to the H word), and eagerly searching for a fridge magnet, mug, or pencil inscribed with our name?
Personalization is a tactic brands and businesses have been using for years to hook us…
Karla Raines
Total quality management (TQM) was in vogue during my undergraduate years and early career in industrial engineering. The United States was catching up to the Japanese in manufacturing production as their Toyota vehicles outperformed our Fords. A company couldn’t deliver a competitive product…
