Customer Focus

2019 ASA Deming Lecture, Walking with Giants: A Research Odyssey

By deming / March 21, 2020 / 0 Comments

Nicholas Fisher, University of Sydney, presents the 2019 ASA Deming Lecture – Walking with Giants: A Research Odyssey

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Standardize Improvements to Achieve Results

By deming / February 17, 2020 / 0 Comments

Part 2 of True Improvement vs Illusion of Progress, a presentation by Peter Scholtes.

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True Improvement vs Illusion of Progress

By deming / November 4, 2019 / 0 Comments

What are five ingredients of true improvement? Peter Scholtes gives us answers as well as a 7-step model for improvement in this timeless presentation.

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Customer Satisfaction and The Deming Way at Gallery Furniture

By deming / October 7, 2019 / 1 Comment

“Let’s fix the problem, not fix the employee.” The passion Jim McIngvale (“Mattress Mack”) of Gallery Furniture has for customers – and the Deming approach – comes through in this short but powerful interview with QualityMatters.

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Customer Satisfaction is Not Enough

By deming / December 3, 2018 / 0 Comments

To succeed over the long term, organizations must seek not to satisfy customers but to delight them.

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Iterative Customer Focus

By deming / August 20, 2018 / 0 Comments

Guest post by John Hunter, author of Management Matters: Building Enterprise Capability. On Statistical Techniques in Industry as a Natural Resource by W. Edwards Deming (1952) In the new way, management introduces, through consumer research, a 4th step, and runs through the 4 steps is a cycle, over and over … New Way Design the […]

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What Loss Will a Business Suffer Due to a Dissatisfied Customer?

By deming / June 29, 2018 / 0 Comments

Guest post by John Hunter, who founded curiouscat.com in 1996. You can’t know how much a dissatisfied customer will cost your business in the long run. You can make statistical judgements about how costly dissatisfied customers are to a business but those are loaded with many guesses. They can give a general indication of the […]

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Creating a Deep Commitment to Delighting Customers

By deming / April 24, 2017 / 0 Comments

Those organizations that can delight customers today and take the steps today that position the organization to delight customers in the future will prosper and grow. But building and maintaining a management culture that reinforces delighting customers and long term thinking is quite difficult. I have trouble finding businesses that are focused on delighting customers. […]

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What Business are We In?

By deming / April 10, 2017 / 0 Comments

That quote is from The New Economics, published in 1993. Still today many companies would benefit greatly from adopting this thinking. So often companies fail to focus on the needs of customers. So often companies focus on the short term to the detriment of long term success. We would all be better off if more […]

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Jobs to be Done

By deming / January 19, 2017 / 0 Comments

“While many in the business world associate the word ‘theory’ with something purely academic or abstract, nothing could be further from the truth. Theories that explain causality are among the most important and practical tools business leaders can have.” – Clayton Christensen

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