Customer Focus

Some Notes on Management in a Hospital by W. Edwards Deming

By deming / July 28, 2016 / 0 Comments

We used to publish a newsletter. In the Fall 2006 Deming Interaction we published an excerpt from an article by Dr. Deming: Some Notes on Management in a Hospital [the link that we broke has been removed] (published in 1990 in the Journal of the Society of Health Systems). In the lecture discussed from our […]

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Product and Service Innovation is Driven by Customer Focused Organizations

By deming / June 13, 2016 / 0 Comments

At the core of W. Edwards Deming’s philosophy is a focus on delighting customers, allowing everyone to contribute what they have to offer and continually improving. In order to bring about great results certain knowledge and strategies are useful. So things like learning to view the organization as a system and gaining an understanding of […]

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Deming’s Stage 0: By What Method?

By deming / December 3, 2015 / 0 Comments

Ron Moen’s presentation at The W. Edwards Deming Institute 2014 conference – Deming’s Stage 0: By What Method? Ron talks about W. Edwards Deming teaching a 2 week course on consumer research in Japan in 1951: that course included a section titled “the art of questioning and interviewing.” Dr. Deming had participants go out into […]

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Quality Beginnings: Deming and Madison, Wisconsin

By Guest Post / March 20, 2015 / 0 Comments

This post in an excerpt from The Quality Leadership Workbook for Police by Chief David Couper and Captain Sabine Lobitz. While the intense focus on quality movement in the 1980s did not become the dominant way to run an organization like many of us thought it would, it still became one of society’s major influences. […]

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Creativity Inc. – Using Deming’s Ideas at Pixar

By deming / March 9, 2015 / 0 Comments

Ed Catmull co-founded Pixar with Steve Jobs and John Lasseter. In Ed’s book, Creativity, Inc.: Overcoming the Unseen Forces That Stand in the Way of True Inspiration, he discusses how important Deming’s ideas were to his efforts to help make Pixar what it is today. As we struggled to get Pixar off the ground, Deming’s […]

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Quality Comes to City Hall

By deming / January 26, 2015 / 0 Comments

Out of the Crisis included a couple pages (245-7) that Dr. Deming asked my father to write on the efforts to apply Deming’s management ideas at the City of Madison (the first effort to do so in the public sector as far as I know). This article provides more details on that effort and is […]

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Minimal Viable Product

By deming / November 17, 2014 / 0 Comments

Minimal Viable Product is an important concept. The idea is to learn from customers (users) using the product/service as soon as possible. Having customers direct experience available as soon as possible allows those designing and creating the product to learn as early as possible from those customers. The idea with MVP is to speed up […]

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Bob Browne Discusses His Experience Applying Deming’s Ideas as a CEO

By deming / October 6, 2014 / 0 Comments

Bob Browne is the former CEO of the Great Plains Coca Cola Bottling Company and soon to be author of a new book, The Sys-Tao Way, that outlines his application of the Deming Philosophy. In the most recent Deming Institute podcast, Bob discusses his experience applying the Deming philosophy at the Great Plains Coca Cola […]

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Process Thinking at Patagonia

By deming / January 20, 2014 / 0 Comments

Randy Harward spoke at the 2013 Deming Institute annual conference on applying Deming management methods and sustainability and Patagonia. It was better because designers and developers went from being just people who bought things, and marketed them, to people who had to understand and solve problems throughout the whole process. They became process engineers, every […]

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Customer Focus with a Deming Perspective

By deming / November 13, 2013 / 0 Comments

There are few managers today that would say their organization doesn’t focus on customers. It is fairly accepted that in order to proposer a business needs to convince customers to pay. But I find most organizations I interact with don’t do a decent job of focusing on customers (so customers are provided much worse service […]

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