Recently I had a discussion with a quality manager concerning the focus of quality and what skills are important to success. It centered on the degree of focus which should be placed on the quality tools versus people and teams.

Although personal attitudes are influenced by core values, it is greatly influenced by management. Employee attitude about the product, about their work, about their managers, and about the organization will ultimately determine the quality of their work.

Regardless of what you’ve been told, there is one truism for people who must earn a living. You can expect your employer to demand more from you.

Regardless of the business you have customers and some of them are unhappy. Coping with these customers is an inevitable part of everyday business life and how you deal with them is a predictor of success.

Most organizations have discovered that their future success hinges on reinventing themselves as a lowest-cost producer. One of the keys is to focus on actions that can impact real costs every day.

Most organizations have discovered that their future success hinges on reinventing themselves as a lowest-cost producer. One of the keys is to focus on actions that can impact real costs every day.

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.

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

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