Influential Voices: Saying Goodbye to a Passionate Voice for Quality

Although I’ve been involved with leadership in the American Society for Quality since the year I joined (1998), I didn’t fully understand the structure of the organization until a leadership gathering held in Milwaukee in 2005. At that time, I was involved with the Section Affairs Council as a Deputy Regional Director, and had the opportunity to meet Paul Borowski for the first time. It was both overwhelming and exciting to connect with this group of member-leaders, and watch as the staff and the board members attempted to deal with the angst building up in the room. The team quickly adapted and totally changed the carefully prepared agenda to address the issues at hand.

Later, I got to work with Paul more directly, as I went on the board on July 1, 2006 as a director-at-large, and then continued on for a second two year term. It was nice to get the opportunity to know him a little more beyond the public persona. What really has stood out over time has been his absolute commitment to Quality. With Paul’s retirement, we’ll have a new leader on board. I’m sure that he will be equally committed to Quality.

I’d like to say goodbye to Paul with this Gaelic blessing that somehow seems fitting for the occasion:

May the road rise up to meet you.
May the wind be always at your back.
May the sun shine warm upon your face;
the rains fall soft upon your fields and until we meet again,
may God hold you in the palm of His hand.

Wishing you all the best in your retirement, Paul.

Influential Voices: More than just Customer Service

I’ve written in the past on this blog about good service and bad service from businesses in the past, but a story I heard from a high school classmate tonight (via Facebook) goes beyond bad service.

Here is the original post:


This was a delivery driver that came to my classmate’s place of work. This totally goes beyond the bounds of safe food handling. I don’t care how the food was wrapped. I’ve never worked at a place that delivered food – perhaps because my food service jobs were limited to ones that came with the question, “would you like French fries with that?” Certainly I saw some pretty unacceptable practices in those places that you really don’t want me to describe, or you may never want to eat fast food again. Although, that may not be such a bad thing… My first response was, “What would I do? Speak to the manager!” and my second, tongue-in-cheek response was “Oh… and publicly shame the delivery person… “Excuse me, did you forget to wash your hands when you went to the bathroom? Eew!””

What would you do if this person delivered food to you?