Pragmatic Quality Blog

Once upon a time, if you called a company because you had a problem with an order, you were transferred to a customer service representative...

Over the last couple of weeks I've written about a recent disagreement between me and the organizational hierarchy of ASQ (American Soci...

Quality professionals have to report bad news. It's part of the job. That's why many organizations make Quality report directly to t...

Quality professionals have to know at least something about a lot of different fields.  We don't have to be logicians, but we have to k...

A couple days ago, Quality Magazine published my article, " Can a Checklist Replace Your Audit Program? " It's their article ...

In last week's post , I remarked on the risk that mismanagement can teach employees not to care about the quality of their work: specifi...

Last week, I wrote about employee engagement —and espcially about the research that suggests a strong correlation between employee engagemen...