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 Customers:
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.
Successfully delighting customers requires much more than a wish that customers were delighted with our organization. It requires knowing what your customers want and creating system that can reliably delivering that to customers. It requires insight into the changing marketplace and evolving customer needs so that you can create what will be desired in the future. It requires creating an organization that people who are committed to delighting customers want to work for. It requires a sustainable business plan that is robust and able to succeed over the long term. It requires a management system is designed to allow those interacting with customers to delight them. It requires knowing how to use data to continually improve (which requires an understand of variation).
Creating such an organization is not easy but it is possible and the resources listed below can help.
- Customer Focus with a Deming Perspective
- Customer Satisfaction is Not Enough
- User Gemba
- Quality of the Entire Customer Experience
- What Business are We In?
- Jobs to be Done
- Customer Focus is at the core of a well managed company.
- Customer Delight
- What Loss Will a Business Suffer Due to a Dissatisfied Customer?
- Iterative Customer Focus
- The Kano Model of Customer Satisfaction
- What one thing could we do better?
- The consumer is the most important point on the production-line
- Minimal Viable Product
- Stated Versus Revealed Preference
- Profit and growth come from customers that boast about your products and services
- Working Cooperatively with Customers – Louie Paynter
- Lasting Quality Philosophy at New York Label
- Customer Satisfaction and The Deming Way at Gallery Furniture