Dealing with customer complaints presents a “moment of truth” in which frontline employees have one chance to provide a lasting impression that your organization really cares about treating them fairly and with respect.

We should be more than adequately prepared to put forth an economic case for quality.

In an age defined by technological innovations, creativity is prized more than ever. However, where does creativity originate? 

There is a lot of attention given to the growth of automation, specifically to robotics and artificial intelligence (AI), and its potential impact on the economy and the work force, current and future.

What has happened to the quality professional? For some time, we have begun to talk and act more like part of the financial department rather than quality assurance.

Peter Drucker, the famed author, educator, and management consultant, said “Efficiency is doing things right, effectiveness is doing the right things.” Whether individually or organizationally, the key to short and long-term success is to focus on the most important issues.