Quality assurance (QA) serves as the backbone of effective quality management systems, acting as both a preventive measure and a strategic framework that ensures organizations consistently deliver products and services that meet or exceed customer expectations. Understanding the multifaceted purpose of QA within quality management is essential for any organization

When shots were fired at Virginia Tech in 2007, the university’s communication systems were overwhelmed within minutes. When COVID-19 forced campus closures in 2020, student support lines were flooded with calls that took hours to answer. In both cases, the institutions learned the same hard truth: during a crisis, your

Here’s the uncomfortable truth about upselling: most companies are doing it wrong. They’re pushing products customers don’t want, at times when customers don’t want them, using tactics that feel manipulative and intrusive. Ultimately, this damages long-term relationships. But what if upselling could actually enhance the customer experience? What if instead