Research has shown that during times of economic uncertainty, companies that find a balance between reducing the resources they need to survive and investing in key areas for growth will fare better through a recession and beyond. It’s a nuanced approach that involves playing offense and defense at the same time. Continue reading
One of the more valuable changes in the ISO 9001:2015 edition was the introduction of the phrase Context of the Organization. Having organizations evaluate context when designing a quality management system (QMS) meant they could better justify the degree of rigor of their processes and controls. Continue reading
As the rise of quantum computers becomes the subject of more and more news articles — especially those that prophesy these devices’ ability to crack the encryption that protects secure messages, such as our bank transfers — it’s illuminating to speak with one of the quantum experts who is actually developing the ideas behind these as-yet-unrealized machines. Continue reading
When Nico asked me if I wanted to collaborate on this year’s challenges blog, my second thought after agreeing to the idea was a scene from the 2007 film “Music and Lyrics,” which I likely have not seen since approximately 2008. Why this popped into my head is unknown but ha! POP! I had forgotten that was the name of Hugh Grant’s singing group and part of the title of their hit song. Continue reading
Do your customers feel valued all the time, or do they only hear from you when you want a sale?
How are they interacting with your salespeople, and do the frequency, channels and messages make them feel good about your company?
When customers have a complaint, do they feel heard — or ignored?