Category Archives: Quality Management

Trauma in Telecom Land, Part 2

Posted on February 22, 2012 by

How Verizon Treats its Customers: 1 Month, a Dozen Calls and $310 to Get Service Restored In a recent blog post, “Why I Tried…and Failed…to Fire Verizon”, I described the systemic screw-ups and service break-downs that led me to try … Continue reading →

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Pittsburgh Tries a Collaborative Approach to School Reform

Posted on January 28, 2012 by

When I first began reading Sean D. Hamill’s account of the partnership between the Pittsburgh Public Schools and the local union, I was immediately skeptical; I sensed the heavy hand of corporate reformers. After all, the story features a $40 … Continue reading →

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Why I Tried…and Failed…to Fire Verizon–Trauma in Telecom Land

Posted on January 10, 2012 by

Late last year, after months of problems with my internet service, I decided to fire Verizon and switch to Time Warner, which promised me seamless connectivity, phone service and cable, all at a good price. Instead, I’m back with Verizon—not … Continue reading →

Posted in Business, Quality Management, telecommunications | Tagged , , | 2 Comments

Searching for Steve Jobs? Why the Quest for “Star” Talent is Often Misguided

Posted on October 21, 2011 by

The search for superstars—from the ball field to the boardroom—is a uniquely American obsession. Most recently, school reformers have been promoting the idea that filling every classroom with “great” teachers—and, of course, getting rid of all the “deadbeats”—will solve the … Continue reading →

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How A Decade-Long Literacy Obsession Transformed Brockton High

Posted on September 30, 2011 by

Contrary to the assumptions of many education reformers, it is possible to turnaround a failing school without firing teachers, getting rid of the union, offering pay incentives or hiring high-priced outside experts. In a wide-ranging interview last week, Susan Szachowicz, … Continue reading →

Posted in Education, Quality Management | 4 Comments