Monthly Archives: April 2013

The Good, the Bad, and the Ugly: Apple, Verizon, and Customer Service

Like many people today, I own and use a variety of portable computing devices.  For the past two years, I have had an Apple iPhone 4, which I got on the first day they were offered by my wireless provider, … Continue reading

Posted in Change, Continuous Process Improvement | 1 Comment

Quality in Government: Answers, Questions, and the “AS IF…” to “BOTH…AND…” Challenge

Hi again, to all interested in process and organizational improvement.  After a personal leave from the blogosphere, I am back with my fellow ASQ “Voices of Influence.”  In this post, I am playing a bit of “catch-up.”  This post responds … Continue reading

Posted in Adaptive Capacity, ASQ, Change, Complexity, Continuous Process Improvement, Government Improvement, Quality | 1 Comment

Adaptive Behavior and Regulatory Compliance

From 1976 to 2002, I worked as a Compliance Specialist for the U.S. Department of Labor’s Wage and Hour Division.  In that capacity, I enforced about 80 different laws, including Federal minimum wage, overtime, child labor, migrant farm labor, family … Continue reading

Posted in Adaptive Capacity, Change, Complexity, Continuous Process Improvement, Government Improvement | 1 Comment