A Process for Lack of Quality

If your organization screws up so often that you actually advertise that you will (sort of) fix it, you have a serious problem. See Domino’s “Delivery Insurance”  They’re promoting it like it’s a great feature (as compared to fixing...

Who Else Should They Listen To???

I loved (that’s a joke) BMW’s comments in this article about the big grille: https://www.autoblog.com/2019/12/17/bmw-defends-big-grille/ I’m thinking that yes, people who buy the vehicles probably are ok with the grille.  But what about all the...

Great Keynote by Human Error Guru

Sidney Dekker is thought of as one of the top gurus relative to human error.  Here’s a worthwhile video of one of his presentations.  Although it’s safety-focused, it’s just as applicable to quality...

(Trying to) Understand Human Behavior

Here’s a lecture that provides a great view of why human behavior is so complex: https://www.youtube.com/watch?v=2bnSY4L3V8s Unfortunately he doesn’t take it further with recommendations on how to move people from the Us to the Them view.