This week’s episode of QDL took us back to our roots with stories about the nuts and bolts of quality improvement—customer service, management, standards, and the future of the quality profession in the face of increasing automation.

Here’s a look at the stories we covered:

Book review: Kaleidoscope

QD contributor and author Chip Bell has written a great new book, and it’s the topic of my latest book review. He joined us to chat about one of his favorite topics (and ours): innovative, passionate, and value-unique customer service.

 …