newsletter archive.
(Previously published under the title Extreme Profits
under ISSN 1925-8941)
Leaning for customer value, taking care of business
Is the customer always right? Yes. Do customers buy your products or services because you have the best products or services? No. Customers buy your products or services because of their experience with buying your products or services. Let me tell you what I mean by using Starbucks as an example.
The 97 percent solution, braking waste
Edwards Deming, the father of the "quality movement," said that 97 percent of what happens to organizations is predictable and is caused by the "system," not the person. It is reasonable to presume, then, that an organization should be able to plan for and manage 97 percent of its operations.
Steeling focus, less printing
I have often been told that I do an extraordinary amount of work in a short period of time. Those same individuals have told me that there is no way they could accomplish as much as I do in the same amount of time. I believe the difference is in the way we work.