Ep 76 – Pharmacies – A lot goes on behind the counter providing customer satisfaction

We’ve have said over and over that quality is not just for manufacturing or oil and gas.  ISO 9001, quality management and policies and procedures can benefit any industry.  This is a case study of a pharmacy that decided to look for opportunities for improvement.  The article was written in 2005 and at that time…

Ep 32 – Mattress Mack, Customer Satisfaction & The Deming Way

Such an amazing interview we have for you today.  #QualityMatters is here to demonstrate that Quality Management principles are applicable everywhere you go.  This week is Jim McIngvale, Mattress “Mack” of Gallery Furniture.  Gallery Furniture is for those of you not in the Houston Area is a true icon and landmark of Houston, and rightly…

Ep 30 – Mark LaCour – Quality, Sales & Contract Review (Understanding the Standard)

A very special episode today, not just because we are talking sales and finishing the Understanding the Standard Mini Series, but we our guest today, Mark LaCour, Editor in Chief of the OGGN the Oil & Gas Global Network.  Sales is so often not considered as a part of the Quality Management System, but 100%…