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.

Consolidation is something we’ve all done. It’s efficient and can help save time and space and naturally leads to greater organization and productivity.

Ain't Nothing Like the Real Thing is a song by Marvin Gaye and Tammi Terrell from 1968. The idea expressed in the song was so strong that it was not long until it was co-opted by commercialism.

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

Auditing suppliers is different. Auditing suppliers is not and should not be a regulatory inspection by the customer.

A standard is a document established by consensus and approved by a recognized bodythat provides – for common and repeated use – rules, guidelines or characteristics for activities or their results, aimed at the achievement of the optimum degree of order in a given context.

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

Robot sales have surged over the last few years as companies in every industry recognize robotics and automation can help them compete globally. 

When talking about processes and innovation it’s easy to confuse ‘process innovation’ and ‘innovation process.’ Both are important elements of a thriving organization, and it’s important to understand the differences and utilize each of them effectively.

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.