I Hate It When People Rush Me

I don’t play golf. It’s not only because I’m a lousy player (although that has a lot to do with it).  It’s also because I hate it when people rush me at the golf course. When I used to play golf, the caddies would tell me to hurry up because there were other players whoContinue reading “I Hate It When People Rush Me”

Quality is Free; Value is Not

Is quality free? Philip Crosby in his book, Quality is Free, believes it is when we adopt a Zero Defects policy.  An enterprise can achieve quality in its products and services without having to pay more.  Quality may be free but value is not.  At least to consumers searching for the best products and services. Continue reading “Quality is Free; Value is Not”

The Many Questions Supply Chain Managers Are Asked to Answer

The following are questions customers typically ask supply chain managers: “Why is it taking you so long to deliver my order?” “When will you deliver?” “How many of the items we ordered will you deliver today?” “How much of an item do you have available?” “Your items didn’t meet our specs; when will you replaceContinue reading “The Many Questions Supply Chain Managers Are Asked to Answer”

Pursuing Perfection Beyond the Acceptable Quality Level (AQL)

An ad promotes an Internet Service Provider’s (ISP) subscription plans.  On the bottom in small fine print is written “30% minimum speed at 80& reliability.” The Philippines’ National Telecommunications Commission (NTC) in a memorandum in 2011 mandated that ISPs should provide at least 80% service reliability to customers:  An ISP therefore should be able toContinue reading “Pursuing Perfection Beyond the Acceptable Quality Level (AQL)”

Weighing the Benefits of Quantities, Streaks, and Trends

People put a lot of weight on numbers, especially those that show significance in terms of accomplishment: 100 days in political office; 10,000 followers for a social media influencer; 100,000 likes for a viral post on the worldwide web; 1,000,000 units sold; 1 billion customers served by a fast-food chain. But as much as weContinue reading “Weighing the Benefits of Quantities, Streaks, and Trends”

How Control Charts Can Help Get Things Done Correctly and Consistently

How can enterprises better control their supply chains?  How does one know if the supply chain is under control in the first place? A soy sauce manufacturer bragged about its wonderful customer service numbers.  The manufacturer showed charts that it was delivering 98% of orders on-time and complete.  There was no problem with quality asContinue reading “How Control Charts Can Help Get Things Done Correctly and Consistently”

How Do We Define Quality?

Quality is a strange subject.  It’s strange because people talk about it a lot especially when they have a complaint or an admiration about a product or service.  At the same time, people don’t seem to take it seriously especially when they settle for a cheaper product or service because they don’t have the budgetContinue reading “How Do We Define Quality?”