It was summer camp and I was 12 years old. The game was called “Capture the Flag.” The goal is for one of two teams to capture the enemy’s flag, and return it to their base. Our battlefield was spread over a huge forest with rolling hills.

The plane landed, we began to taxi to the gate, and passengers started to shift in their seats. I took my briefcase from under the seat in front of me and placed it in the aisle. It’s a ritual I’ve repeated for years; I am sure everyone has their own process.

We have all experienced how frustrating it can be when an interaction with a company doesn’t materialize the way we expect.

I hopped into my rental car in Fort Lauderdale, impressed with how much the whole process of renting a vehicle has improved from the days when it felt like you were signing your life away for a few days of local transportation.

When the subject of quality is discussed it’s a safe bet that many would suggest it needs to improve. Additionally, many consider that senior management is most responsible for that improvement.

Good products don’t just happen. Quality depends on processes, and a process approach outlines the steps for success. Like so many elements of quality, it requires methodical attention to detail and planning. 

This column may not be popular, and it may put some readers on the defensive. The focus isn’t entirely on America as it’s a global issue, but it certainly seems rampant today.

When people criticize negative feedback, they often misunderstand what it means to be an effective leader. We are surrounded by books and articles advising leaders to inspire. 

Flexible Concepts Inc. is a large automotive supplier based in Elkhart, Indiana, USA. It set itself the challenge of being able to offer customers guaranteed machining capability, as part of a strategic decision to use innovative engineering to progressively increase the size of its business.

I was at the Delta customer service counter at LAX a couple years ago, dealing with yet another air travel fiasco from my life on the road.