February 2012


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Taking the Wheel

by Goodman, John

Customer experience has become the mantra of senior management looking to enhance revenue and margins. In fact, more companies are trying to differentiate themselves not only on product quality but also on total customer experience....


Get on Board

by El Tigani, Omer Abdel Aziz

Although it is difficult to find a universally accepted definition of what it actually means, quality management is still the dream of every organization on the planet—or at least it should be....


Quality Curriculum

by Taylor, James B.; Sinn, John W.; Lightfoot, William S.

Does quality exist as an entity independent of business? Are the business of quality and the quality of business simply two sides of the same coin? No matter—the quality discipline has become inextricably woven into business....


Wasted Words

by Patra, Pradeep; Paul, Avijit

Lean tools are embedded with elements that encourage effective communication. Whether it’s color-coded work spaces or transparent parts bins, these tools foster an environment in which cycle times are reduced while raising quality....


Open Access

The Power of Positive

by Johnston, Frank C.; Beck, Duane P.

In his 2006 book, The World is Flat, Thomas Freidman cites the many challenges globalization puts on corporate life: changing political realities, social entrepreneurship and the effects of the internet....



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