Thu, 03/10/2011 - 16:03
Last May I wrote in “Airline Companies Are Driving Customers Away” that the U.S. Military Academy allows cadets only four responses to questions as to whether a specific duty or responsibility was carried out: “Yes, sir,” “No, sir,” “I don’t…
Mon, 02/28/2011 - 05:00
A Google search of the phrase “new customers only” reveals more than 3 million web pages. Radio ads for what look like exceptional deals often include the modifier, “new customers only;” existing customers are not eligible. We therefore advise our…
Wed, 01/26/2011 - 07:55
Six Sigma has been credited with six- or even seven-figure returns in single projects, but it has not kept the manufacturing jobs of its principal exponents—Motorola, General Electric, and Maytag—in the United States. Henry Ford, on the other hand,…
Wed, 05/05/2010 - 07:30
The airline industry’s complete disregard for service quality and total contempt for its customers has changed little since Quality Digest columnist H. James Harrington called out American Airlines for diverting his luggage on an international…
Mon, 02/09/2009 - 14:02
Carbon dioxide emissions are symptomatic of energy consumption in manufacturing, especially in transportation. Therefore initiatives to reduce them often cut supply chain costs as well. However, the exaggerated focus on carbon emissions is…
Mon, 03/19/2007 - 22:00
On December 29, 2006, passengers of American Airlines’ Flight 1348 were confined in a parked aircraft for eight hours. By this time, “The toilets on the American Airlines jet were overflowing. There was no water to be found and no food…
Tue, 01/04/2005 - 22:00
“Then the Husaria broke into a wild g allop and the heavy mass of men and horses cascaded over the Turkish ranks, bowling over the first, slicing through the second… The Grand Vizir leapt onto a horse and made his own escape moments before the…