Category Archives: Quality Management

Quality in Complex Medical Systems – the Limitations of Lean & Six Sigma

Preface: I am delighted to host a guest blogger, my friend Wes Chapman and an expert on clinical data systems. Wes has a keen interest in process and systems improvement in healthcare. This article is the first of a four-part … Continue reading

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Trauma in Telecom Land, Part 2

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

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

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

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

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

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

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What National Car Rental Could Learn from Walmart About Disaster Repsonse

Like many travelers last weekend, I was expecting Hurricane Irene to turn my return trip from Istanbul to New York City into a nightmare. To my surprise, I seemed to get lucky: Anticipating that my flight to New York would … Continue reading

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