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

By John Hunter / November 1, 2012 / 0 Comments

…organizations to use. In Why do we pay sales commissions?, Dan Ostlund, looks at why Fog Creek Software got rid of sales commissions. There are all kinds of problems with…

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15 Minutes That Lasted 6 Hours

By Christina Dragonetti / January 18, 2024 / 2 Comments

…people, from the company president to manufacturing plant employees, to process and project engineers, plus all plant managers and manufacturing managers, visit the plant and learn what they could do…

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When Deming Goes to School

By John Hunter / April 2, 2018 / 0 Comments

…said your power comes from three primary sources. The first source is your formal position; as a student you don’t have a lot of formal position. You can’t just walk…

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People Copy Examples and Wonder Why They Don’t Succeed

By John Hunter / September 10, 2015 / 0 Comments

…organization allows those doing the work to decide what software features are a priority, software code the company creates is managed using a continuous deployment model, the company doesn’t use…

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The Most Viewed Videos on Our YouTube Channel

By Matthew Moss / January 20, 2020 / 0 Comments

Guest post by John Hunter, founder of curiouscat.com (in 1996). The W. Edwards Deming Institute You Tube channel has shared videos online for 10 years now. The videos with the…

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