Helping Customers Define What They Want How to translate the vagueness of a wish into a specification
Mon, 01/28/2013 - 09:46
“Dad, I'll need a car soon,” came from the lips of my 15-year-old son. A straight-A student, on his way to attaining Eagle Scout rank, and dedicated to the cross-country team, he deserved a hearing. He had been working around the neighborhood… How to Exceed Customer ExpectationsA formula for going beyond just “satisfaction”
Mon, 01/07/2013 - 13:34
To begin, let’s use the right words. Instead of just talking about “exceeding expectations” or “customer satisfaction,” try including these in your customer vernacular: Impress. Surprise. Delight. Enchant. Bewitch. And my favorite… dazzle.
For… Who Studies Quality Management in High School?These children may know more about quality than your managers
Mon, 05/21/2012 - 11:16
There is a remarkable quality movement afoot centered in South Asia with tentacles that reach to the United States, Europe, and Africa.
Starting in primary school and extending throughout high school, students are introduced to the teachings of W… Juran’s Teachings Live OnEpisode Four: Education—Finding Your Competitive Advantage in the Workplace
Wed, 05/09/2012 - 10:56
Editor’s note: This is the fourth of a four-part video interview with Juran Institute’s CEO Joseph DeFeo, and hosted by Quality Digest’s CEO, Jeff Dewar. View part one here, part two here, and part three here.
“Whenever you are asked if you can do a… Juran’s Teachings Live OnEpisode Three: American Industrial Preeminence and ISO Quality Standards
Mon, 04/30/2012 - 10:41
Editor’s note: This is the third of a four-part video interview with Juran Institute’s CEO, Joseph DeFeo, and hosted by Quality Digest’s CEO, Jeff Dewar. View part one here, and part two here.
Imagine this conversation....
Mary: “You still have to… Juran’s Teachings Live OnEpisode Two: The Future of Quality
Mon, 04/23/2012 - 13:05
Editor’s note: This is the second of a four-part video interview with Juran Institute’s CEO, Joseph DeFeo, and hosted by Quality Digest’s CEO, Jeff Dewar. View part one here.
In this part of my video interview with Juran Institute president and… Juran’s Teachings Live On Episode One: Leaders Who Follow the Founder
Thu, 04/12/2012 - 14:33
Editor’s note: This four-part video interview with Juran Institute CEO Joseph DeFeo is hosted by Quality Digest’s CEO, Jeff Dewar. The series will run weekly beginning with today’s segment.
You can’t have a conversation about quality management… Dr. Deming Critiques 2011Is “profound knowledge” applied wisely today?
Wed, 02/16/2011 - 05:00
In January 2011 I had the pleasure of meeting with Dr. Deming to explore the current state of his teachings. He was unhappy. He felt that too much of the momentum and quest for “Profound Knowledge” that began during the 1980s has been lost. Our… Visuality: I See What You MeanReport from the 2010 International Visual Workplace Summit
Thu, 10/28/2010 - 06:00
Earlier this week, 100 attendees from near and far descended on Salt Lake City for the 2010 International Visual Workplace Summit, sponsored by the QMI Visual Lean Institute and the Utah Manufacturing Extension Partnership. We were all there to…
