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Creating a Deep Commitment to Delighting Customers

By John Hunter / April 24, 2017 / 0 Comments

…are focused on delighting customers. It is easy to understand the results I see from the businesses I interact with coming from a company with a short term focus on…

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Knowledge About Psychology for Managers, from Dan Ariely

By John Hunter / March 31, 2014 / 0 Comments

…research can be found in his books and online. What was the one thing that surprised you the most in your studies? Dan Ariely: The ability of people to rationalize….

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Applying a Model for Small Business Continual Improvement

By Guest Post / February 15, 2016 / 0 Comments

…be developed in two months, with weekly two hours meetings, on-line or face-to-face depending on the location of my clients. After the two months, extra meetings to follow up on…

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Customer Satisfaction is Not Enough

By Matthew Moss / December 3, 2018 / 0 Comments

Companies that understand what their customers needs and desires are and deliver solutions that customers didn’t even know they wanted will delight customers. And in that process make those delighted…

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Iterative Customer Focus

By Matthew Moss / August 20, 2018 / 0 Comments

…it, and why the non-user has not bought it. Re-design the product, in the light of consumer reactions to quality and price. Continue around and around the cycle. This iterative…

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Anyone Can Cut Costs, Look Good and Go Out of Business

By Guest Post / July 27, 2017 / 0 Comments

…by laying off employees, deferring maintenance, sourcing to the lowest price supplier, even selling parts of the business – but what about tomorrow? How will these actions that reduce visible…

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Video of Dr. W. Edwards Deming: Deadly Diseases of Western Management

By John Hunter / October 11, 2012 / 0 Comments

…teaching transformation, they’re teaching use of visible figures, creative accounting, how to maximize the price of the companies stock” “American industry is up against competition with the Japanese that have…

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The Importance of Working with Suppliers Over the Long Term

By John Hunter / May 18, 2015 / 0 Comments

…of the Toyota team. Working together in partnership is a much more complex matter than saying you will cooperate. Sadly many companies are willing to say they will cooperate with…

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Quality Beginnings: Deming and Madison, Wisconsin

By Guest Post / March 20, 2015 / 3 Comments

…at a fair price is the basis of our economic system. It also applies to the delivery of services. Service, like a product, can be delivered to a customer with…

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Deming’s 14 Points for Management

By John Hunter / April 15, 2013 / 0 Comments

…some specific obligations that managers adopting a Deming management system must follow. Over time Dr. Deming realized these points were not as effective at communicating his management system and he…

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