Knee-Jerk Reactions Won’t Solve Quality ProblemsOvercoming root cause analysis avoidance
Wed, 01/07/2015 - 10:22
Last month a New Delhi taxi driver allegedly committed a sexual assault on a woman rider. Reacting to the public outcry that followed, the Delhi government decided to ban Uber, the taxi company that contracted the taxi driver.
This startling news… The Quality Department ‘Tour of Duty’ Temporary job, permanent mindset
Mon, 12/15/2014 - 14:46
Starting with the board and the CEO, the pursuit of quality or excellence is the job of everyone in the organization. Everyone, regardless of seniority or functional role, needs to do their jobs right the first time, meet customer requirements, and… When Defective Products Are ServicesIf a transaction has too many defects, shouldn’t it be recalled?
Tue, 10/28/2014 - 11:30
According to a recent press report, it may soon become mandatory for automobile companies in India to recall vehicles if they receive 100 or more complaints about the same problem. From time to time, we hear about manufacturing companies—most… Qualities of a Quality CEOWhat sets extraordinary leaders apart?
Thu, 10/09/2014 - 17:29
In a previous column, I talked about three types of CEOs—the honeymooner, the cost-cutter, and the institution-builder. I don’t presume to preach to senior management, but having worked with a number of leaders in several companies over the years,… Are You a Honeymoon CEO?Your attitude can make or break the company
Mon, 09/22/2014 - 14:31
Ihave worked with a number of CEOs during my many years of helping companies improve quality. Although all are different in their leadership styles, when it comes to their attitudes toward excellence, most top leaders fall into one of three… Progress, Not PerfectionExcellence through continuous permanent improvement
Thu, 09/04/2014 - 14:30
On a recent visit to Japan, I had an opportunity to visit Toyota’s headquarters. During a meeting with some of its top executives, I asked one of them what role the senior leadership played in Toyota’s much-admired quality philosophy. The reply I… Want Quality? Then run a small quality department
Thu, 08/14/2014 - 11:04
Here is the story of two companies from the same industry. Let’s call them Company A and Company B. Both have a similar history, started in business at around the same time, are among the big players in the industry, and operate in the same markets… Questions That Will Help You Avoid Quality ProblemsMake it a habit to ask these seven simple questions
Mon, 01/20/2014 - 10:29
Experience teaches us that most quality problems can be preempted, or at least prevented from recurring, if you make it a habit to ask seven simple questions: what, where, who, how much, when, why, and how.
What: Ask what are you trying to achieve… Two Approaches to Continuous ImprovementThe smart and the stupid
Wed, 01/08/2014 - 10:42
A couple weeks ago, I needed to withdraw some money from a mutual fund that I’m invested in. Some mutual funds charge a small withdrawal fee to the investor, called an “exit load.” This is typically 1 percent if the investor withdraws his money… Expert’s Blind Spot‘Everybody knows this’ will never be true
Thu, 01/02/2014 - 11:15
Last week, I accompanied my father to an eye hospital to get his eye examined for a suspected cataract. The hospital examined his eye and confirmed the presence of a cataract. They recommended surgically implanting an artificial lens in his eye—a…
