In response to "In Tandem" (April 2017, pp. 20-25): The article was well written for those companies choosing to maintain a risk management system. However, the article is in error in implying that ISO 9001:2015 requires a risk management system. Annex A.4 addresses this: "Although 6.1 specifies that an organization shall plan actions to address risks, there is no requirement for formal methods for risk management or a documented risk management process." The decision to have a formal risk management system is an individual business decision, or it can be mandatory for compliance to an additional standard other than ISO 9001:2015. For some organizations, risk management is a must. For others, it can be overkill for the processes. This decision is based on the business, not ISO 9001:2015.

Gray Warner
Holland, MI


In response to "Career Corner: Be Your Own Boss" (January 2017, pp. 48-49): I found the article interesting in hearing the author’s experience, but it didn’t provide much support for anyone who would want to be their own boss. What characteristics would a person need? What are the steps to take? The story itself lists some wonderful experiences, and a Tao-ist like flow to his current position, but not much detail on how to obtain the implied goal, based on the article’s title.

Leanne Whalen
Peterborough, Ontario

The Reaction Gauge

This Month’s Question

It seems everyone has an airline horror story.

And recently, several airlines have been called out for especially poor customer service—canceling hundreds of flights, dragging passengers off planes, threatening families with jail.

But aside from apologizing after the fact, action is rarely taken to prevent these situations.

What can airlines do to improve the customer experience and avoid these PR nightmares?

Last Month’s Question

Despite some recent accidents and concerns during testing, manufacturers and companies—such as Ford, General Motors, Tesla, Alphabet and Apple—continue to move forward with self-driving vehicles. Are self-driving vehicles ready for the road? Would you feel safe in traffic as a passenger in a self-driving vehicle or a fellow driver sharing the road with one? Are manufacturers and companies rushing this emerging technology to market too quickly?

Jean White, Cheltenham, England, writes:

The point is, are driving license authorities keeping up with the developments? How will these vehicles be regarded by driving license authorities? What sort of driving tests will be required and has anyone started thinking about the consequences of these vehicles being on the road with non-driverless vehicles? What are the insurance implications of an accident between a driverless and a "normal" vehicle with a driver? Lots more to think about than the question of whether these vehicles are being introduced too hastily.

Jeanette Bray, Kansas City, MO, says:

I have two questions for those saying they don’t trust the artificial intelligence or more controlled testing is needed before putting these into a "real" environment: Are you aware that they are testing self-driving vehicles on real roads in real cities? And do you trust human drivers?

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