Week of 16 October 2017: When your reputation for quality is horrible
Jim Thompson
Email Jim at jthompson@taii.com Listen to this column in your favorite format If your reputation for quality is horrible, there is only one choice--fix it. But to reach that one choice, you must first be willing to accept the feedback that your reputation for quality is poor. This is a hurdle for many organizations; they are dismissive of customer feedback, and say to themselves, "It is only a single case" or "customers are not willing to pay for quality." **** Save the date! The Pulp and Paper Industry Reliability and Maintenance conference, sponsored by IDCON and Andritz, will be held March 19-22, 2018 in Raleigh, North Carolina. **** The third is the Emory University Hospital System. The doctors, nurses and professional staff have always been great. It was the gatekeepers--the staff that checked you in, the staff that set appointments that left you feel like they would rather not see you. Emory jumped on this problem, went through a massive training program, and has conquered this problem. They also automatically seek feedback on every visit. **** Jim Thompson is back again...with a new book on a taboo subject: the personalities in the pulp & paper industry. Jim has written in the past on many subjects based on his four plus decades in the worldwide pulp and paper industry. This new book is packed full of information valuable to the senior member of the industry as well as the recent entrant. A must for every pulp and paper library. **** An example of an organization that has never fixed its quality is Amtrak, the US passenger train operation. Not surprisingly, Amtrak has lost money nearly every year it has been in existence, and this goes back to 1971. Of course, Amtrak does not make money because it does not need to do so, it merely goes to the US Congress and ask for a bailout when it is in trouble. The threat of going out of business due to poor quality is a great motivator--Amtrak does not have this. **** Nip Impressions has been honored for Editorial Excellence by winning a Tabbie Award! ________ Other interesting stories:
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