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Customer Satisfaction is Not Enough

By Matthew Moss / December 3, 2018 / 0 Comments

…for electric lights… No customer asked for photography… No customer asked for an automobile… No customer asked for an integrated circuit. W. Edward Deming, page 7 of The New Economics…

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Iterative Customer Focus

By Matthew Moss / August 20, 2018 / 0 Comments

…Customer Focus with a Deming Perspective, User Gemba and the most important customer focus is on the end users. Like many of Deming’s ideas the idea of iterative customer focus…

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

By Guest Post / July 27, 2017 / 0 Comments

…a short time and then it died. Any business, driven by today’s financial numbers, can make performance look better in the short-term by reducing the number of “parts” such as…

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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

…department. The rest is history. David Couper as the Madison Wisconsin chief of police. David Couper served over three decades as a police officer, detective, training officer and police chief….

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

By Guest Post / August 22, 2013 / 0 Comments

…Stock. Safety Stock: The price of overbooking is certainly a lower quality of “patient experience,” and a higher stress level for healthcare providers. To avoid the negative effects of over-booking,…

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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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Eliminate Sales Commissions: Reject Theory X Management and Embrace Systems Thinking

By John Hunter / November 1, 2012 / 0 Comments

…customer, and cautioning the customer away from bad decisions, bonuses focus salespeople on their targets, not customer service. Most every organization with sales bonuses knows about the strain put on…

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Organizational Metabolic Health: Understanding Resistance to Change

By Guest Post / August 2, 2021 / 9 Comments

…up My Metabolism? (October 26, 2020). Retrieved from https://www.nhs.uk/live-well/healthy-weight/metabolism-and-weight-loss/ Organization. In Online Etymology Dictionary. https://www.etymonline.com/word/organization Purohit, D. (Host). (2020, November 19). How out of control blood sugar can cause belly…

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