Category Archives: Quality Management

Why Carrot-and-Stick Incentives Get An “F”, An Answer to The New York Times

The New York Times recently published an editorial calling for teachers to be punished or  rewarded based on the academic growth of their students, ignoring the fact that individualized incentives fail to increase overall performance or quality—either in education or … Continue reading

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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

Posted in Education, Quality Management | 9 Comments