When you think of “quality,” do you think of customer service? I certainly do. The customer service department is often our first—and only—contact with a company, whether it’s our Internet provider or retail outlet. And yet, customer service is not...
In this Lean Enterprise Division webinar, Pat Griffith, director of quality improvement at the University of Texas Southwestern Medical Center, presents a case study about implementing a quality system and using lean in a rural hospital laboratory...
Members of the Quality Management Journal editorial board share their insights on the future of quality management research, discussing topics such as the "Big Q" perspective, implementation and innovation, healthcare, standards and ISO 9000, the...
The personal attention Anthony Mongiello's employees devote to hand-stretching fresh mozzarella provides what he calls the...
Two Japanese airlines grounded their fleets of the Boeing 787 Dreamliner, which has been beset by a string of mechanical and...
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