Customer Focus

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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The consumer is the most important point on the production-line

By deming / September 16, 2013 / 0 Comments

In, New Principles in Administration for Quality and Efficiency (speech by W. Edward Deming in Manila, Philippines, July 2, 1971) Dr. Deming laid out 19 principles. The full list of principles is included in The Essential Deming, page 176-178. Two I find particularly insightful and instructive (especially when you consider this is from 1971). Principle […]

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Fewer Patients-In-Process and Less Safety Scheduling; Incoming Supplies are Secondary

By Guest Post / August 22, 2013 / 0 Comments

Guest Post by Sami Bahri As a way to improve operations, manufacturers reduce inventory levels at all steps in a value stream. Taiichi Ohno, inventor of the “Toyota production System,” said that inventory conceals operational waste the same way water in a lake hides underlying rocks. Ohno advised reducing inventory levels to uncover waste. In […]

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Profit and growth come from customers that boast about your products and services

By deming / August 12, 2013 / 0 Comments

Satisfied customers switch, for no good reason, just to try something else. Why not? Profit and growth come from customers that boast about your product and service – the loyal customer. He requires no advertising or other persuasion, and brings a friend along with him. Dr. W. Edwards Deming Drastic Changes for Western Management (we […]

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Deming and Lean: The Disparities and Similarities

By deming / July 8, 2013 / 0 Comments

In my opinion Deming’s ideas and lean thinking share many similarities. I do see plenty of weaknesses in lean manufacturing efforts at organizations. Most of the weaknesses are due to bad implementation of lean manufacturing rather than lean thinking missing fundamental elements included in Deming’s management system. A very common point of criticism (from Deming […]

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Asking Questions to Initiate New Thinking

By deming / April 1, 2013 / 0 Comments

We are posting several short videos to provide everyone an opportunity to hear directly from Dr. Deming. It is remarkable how well the ideas he spoke of have aged even while the world has been changing rapidly. This video offers several questions that challenge us to think more deeply about current practices and perhaps help […]

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Customer Delight

By deming / February 4, 2013 / 1 Comment

Customer satisfaction is better than dissatisfaction but it is not enough. A satisfied customer will leave for another provider at the slightest provocation. They see a bit lower price – they leave. You make one minor slip up – they leave. They find some marketing effort cute – they leave. Delighted customers are very difficult […]

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User Gemba

By deming / December 17, 2012 / 0 Comments

Guest post by John Hunter, author of the Curious Cat Management Improvement Blog (since 2004). Gemba is a Japanese term for “the real place” or in management terms “where the important action takes place.” The most common use of the term “gemba,” in a management context, is with respect to defining where the important work […]

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What Topics Would You Like to See Explored Here?

By deming / December 10, 2012 / 0 Comments

What topics would you like us to discuss on this blog? What questions would you like us respond to? One of the goals for this blog is to engage the community of readers in sharing there thoughts on the ideas we discuss. Please share your comments on the blog posts and respond to the questions […]

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Interview with Masaaki Imai

By deming / November 27, 2012 / 0 Comments

Masaaki Imai is a consultant, author and founder of the Kaizen Institute. The second edition of his book, Gemba Kaizen, was published this year. He agreed to an interview with The W. Edwards Deming Institute Blog. Question: Did you work with Dr. Deming? Answer: I never had the privileges of meeting Dr. Deming. I can […]

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