Customer Focus

Old fashioned rotary phone with the receiver off ot the left, attached by a cord.

The Focus of Customer Service

By John Hunter / September 14, 2022 / 0 Comments

In this guest post, John Hunter uses his recent frustrating customer service experience to explore why Deming’s approach to customers, continual improvement, and determining your AIM is better for everyone.

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Image of Deming Chain Reaction - text: Improve Quality —> Costs decrease because of less rework, fewer mistakes, fewer delays, snags, better use of machine-time and materials —> Productivity Improves —> Capture the market with better quality and lower price —> Stay in Business —> Provide jobs and more jobs

Using Customer Feedback to Drive Continual Improvement

By John Hunter / July 18, 2022 / 0 Comments

In this guest post, John Hunter focuses on how improving the quality of your products or services cuts costs.

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Part of a compass sitting on map grid lines, in yellow and sepia tones.

Beginning the Deming Journey: a Newbie’s Perspective

By Christina Dragonetti / July 12, 2022 / 4 Comments

New to The Deming Institute, Christina Dragonetti describes the beginning of her Deming journey, reflects on a previous employer’s disaster when they only went halfway with Deming, and offers examples and tips for others early in their Deming journey.

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Trustee Steven Haedrich’s Deming Journey

By Christina Dragonetti / December 13, 2021 / 0 Comments

So many of us strive to be a force for good—for our families, businesses and communities. Dr. Deming’s teachings helped me understand how I could lead a company through crisis with compassion. That’s why I joined The Deming Institute’s Board of Trustees, to help others do the same. My Deming journey began in 1996 when, […]

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Deming on Management: Customer Focus

By John Hunter / October 19, 2020 / 0 Comments

Guest post by John Hunter, founder of the CuriousCat.com. Our Deming on Management series provides resources for those interested in learning more about particular topics related to W. Edwards Deming’s ideas. View our previous Deming on Management posts, including: leadership, psychology and the PDSA cycle. As I stated in Creating a Deep Commitment to Delighting […]

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