At the end of December, the Boston Globe published an article titled, “Wide heart monitor use tied to missed alarms.” I had a strong feeling I had read that article before, and then I realized I was having a déjà vu moment — ARC had published a strategy report in 2004 focused on alarm management strategies for manufacturing plants.
Here are the opening paragraphs from the Boston Globe

Guest Commentary: When a Truck Driver Fires Your Customer
I was reminded recently of an old United Airlines commercial, where a company president assembles his entire team to discuss how their oldest customer had just fired the firm. The reason was plain and simple: the customer felt the company had lost touch with them. The company had forgotten the value of understanding its customer’s needs from the customer’s perspective. They were too busy using technology and systems to… Continue reading
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