Before Building a Quality Program, a Growing BPO Should Ask These 3 Questions
A quality department is easy to hire. A quality culture has to be designed. Three questions to ask first.
Reflections
Think slower. Fix faster.
Short essays on process, quality and calm work, plus the occasional eclipse, Camino trail and DJ booth. Written for leaders who want one useful idea they can use on Monday, not another framework.
Featured essays
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From Compliance to Improvement: How Lean Six Sigma Complements ISO
A well-documented process is not necessarily a good process. Why hospitals should improve before they standardise.
Full essay coming soon
How Lean Six Sigma Can Strengthen ESG Performance
ESG metrics are becoming business metrics. Why they need systems thinking, not another dashboard.
Full essay coming soon
How Lean Six Sigma Helped Me as a Freelancer
What a Lean Six Sigma background is worth when you are a one-person business.
Full essay coming soon
I Did an FMEA for My First DJ Gig. Murphy Still Won.
What happens when you run a full risk analysis on your first DJ set. Spoiler: Murphy.
Full essay coming soon
Camino Primitivo and a Lean Six Sigma Lesson
Walking the oldest route to Santiago, and the process lesson that came home with me.
Full essay coming soon
From the archive
Being moved over from the old site. Full essays coming soon.
Decisions vs Outcomes
2,500 Days of Duolingo
Pollution Control Officer Training
Scream 7 and FMEA
The Last Sunset of 2024
Confessions of a Facilitator
Lean Six Sigma tools for everyday use
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