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21 February 2013

I get my kicks from Champlain

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Samuel de Champlain is my nomination for Mr. Gemba. I enjoyed immensely reading David Hackett Fischer's biography of the father on New...
17 February 2013

Now’s the time!

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It’s that time of the year again, when we begin the call for papers for this year’s QFD Symposium. This year’s will be an International S...
09 February 2013

Healthcare optimization and its effects on patients

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This came from someone who read our recent post on healthcare improvement : I would like to talk about a recent experience I had at a doc...
01 February 2013

What ever happened to customer service?

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It seems these days that customer service has gone to the dogs. It used to be we gave our best customers our best service, especially in thi...
24 January 2013

“Did you find everything okay?”

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It’s a question consumers hear on a daily basis, whether they’re at a grocery store, electronics store, sporting goods store or basically an...
16 January 2013

When your EOB becomes an SOB!

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When is information from a service provider (or any vendor) too little or too much? I'd like to share a recent experience with my health...
11 January 2013

Kansei Engineering and Education

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One of the "cousin" methods we use in Modern QFD is called Kansei Engineering , which I often translate as emotional quality (when...
03 January 2013

Capturing voice of social network and using it

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Brian X. Chen reports in the January 2 2013 Bits section of the New York Times, "The iPhone Goofs Up on Telling Time, Again," tha...
24 December 2012

Why we drink beer?

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As we celebrate the various holidays and new year in our own special ways, let me propose a toast – of Singha Beer! This week, the Ameri...
27 November 2012

QFD at Holiday Time

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The holiday season is a great time to sharpen our QFD skills. Here are some techniques that might make the celebrations and shopping a littl...