“Let’s Get Digital” (October 2018, pp. 24-29) is a very interesting article. The world is changing at a very fast pace, and so is every quality tool that we use.

Jean-Claude Kindarji
Saint-Eustache, Quebec


The October 2018 Expert Answers column (pp. 8-9) is well written and offers comprehensive advice and great tips. I view problem solving as a process, and root cause analysis (RCA) is one part of it. From this perspective, I do not consider them directly interchangeable. It is not uncommon to face the challenge of convincing colleagues to perform meaningful RCA when they believe ad hoc corrections and remedies are sufficient to solve a problem. One more thing I’ll add is the importance of having an agreed-upon, concise and precise problem statement from the beginning of the problem-solving effort. This ties to the scope that was mentioned.

Ferenc Nagy
Sunnyvale, CA


I enjoyed “Pitfalls and Pratfalls” (September 2018, pp. 42-47). It came right on time. My organization will be taking pointers as it revamps our nonconformance system.

Akeara K. Johnson-Cobin
Memphis, TN


In response to “Career Coach: The Right Fit” (August 2018, pp. 14-15): This is a very good article. The interviewer may be vying for superiority by being rude or harsh, letting you know that you aren’t the right fit. If there aren’t any smiles generated from anyone during the interview process, take that into consideration as well.

Anne Sibell
Lafayette, CO

The Reaction Gauge

This month's question

In response to competition from financial technology firms and evolving customer needs, many banks are revamping the way they do business and interact with customers. Now, many are providing around-the-clock service, offering more digital channels and closing some of their brick-and-mortar branches. How are shifting customer expectations reshaping other industries?

Join the discussion on myASQ at my.asq.org, or on LinkedIn at www.linkedin.com/groups/3633.

Last month's question

With billions of vendors selling their items on Amazon, many consumers rely on reviews to guide their purchasing decisions. And just one bad review—or no reviews—can significantly affect a product’s sales. Manufacturers are beginning to realize that product reviews are a powerful key performance indicator (KPI). What are some other new or nontraditional KPIs and what do they measure?

Scott Novak, Columbus, OH, says:

In the consumer packaged goods world, you can monitor consumer complaint rates on a cost-per-thousands basis per units sold. You can include poor online reviews (one or two-star reviews) as a complaint and categorize the type of complaints to provide identified opportunities for improvement.

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