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Author Archives: John Hunter
Out of Touch Executives Damage Companies: Go to the Gemba
When your customer service organization is universally recognized as horrible adding sales requirements to customer service representatives jobs is a really bad practice. Sadly it isn’t at all surprising to learn of management doing just that at our largest companies. … Continue reading
Posted in Customer focus, Data, Management, Psychology, Systems thinking
Tagged bad management, business, commentary, curiouscat, Customer focus, customer service, Economics, executives, gemba, Google, government, internet, leadership, management, Psychology, regulation, respect for people, sales, targets
Use Urls – Don’t Use Click x, Then Click y, Then Click z Instructions
In the 1980s software applications had to use click x, then click y, then click z type instructions to get you to a specific location in a software application (or at least they had a decent excuse to do that). … Continue reading
Posted in Customer focus, Software Development
Tagged Customer focus, internet, IT, Software Development, tips, usability
2 Comments
Vision can be a Powerful Driver but Most Often It is Just a Few Pretty Words
This month Bill Troy, the new CEO of ASQ, asked ASQ’s Influential Voices to explore the value of vision [the broken link was removed] to the success of organizations. An aim for the organization is extremely helpful when it allows … Continue reading
Children are Amazingly Creative At Solving Problems
This story at NPR reminded my of Russell Ackoff talking about the creativity kids show in solving problems* – and how school often stifles that creativity. Preschoolers Outsmart College Students In Figuring Out Gadgets Children try a variety of novel … Continue reading
Posted in Creativity, Psychology
Tagged Ackoff, Creativity, learning, problem solving, Psychology, thinking
2 Comments
The Benefits of Blogging
ASQ interviewed me, and several other ASQ Influential Voices bloggers for an article published in the current issue of Quality Progress magazine: The Blog Boom [the broken link was removed, it is so disappointing how many organizations can’t manage a … Continue reading
Posted in Career
Tagged ASQ Influential Voices, blogs, branding, Career
Gerald Suarez on Creating the Future
I was lucky enough to be hired by Gerald Suarez to work for him at the White House Military Office. The webcast below is speech he gave at TedX Loyola Marymount. The illusion of knowledge is more dangerous than ignorance. … Continue reading
Posted in Career, Management, Systems thinking, webcast
Tagged Books, Career, change, management webcast, planning, Psychology, system thinking, TED
3 Comments
Root Cause, Interactions, Robustness and Design of Experiments
Eric Budd asked on The W. Edwards Deming Institute group (LinkedIn broke the link with a register wall so I removed the link): If observed performance/behavior in a system is a result of the interactions between components–and variation exists in … Continue reading
George Box Webcast on Statistical Design in Quality Improvement
George Box lecture on Statistical Design in Quality Improvement at the Second International Tampere Conference in Statistics, University of Tampere, Finland (1987). Early on he shows a graph showing the problems with American cars steady over a 10 years period. … Continue reading
Posted in Creativity, Data, Innovation, Management, Process improvement, Psychology, Quality tools, Science, Statistics
Tagged control chart, Design of Experiments, Europe, experiments, George Box, interactions, learning, management history, Process improvement, Quality tools, Science, Statistics, webcast
The Education System
The current topic for ASQ Influential Voices to address is the importance of the education system and the impact on the capability of employees. The education system is important and not very good in my opinion. As a kid I … Continue reading
Posted in Education, Public Sector
Tagged ASQ Influential Voices, Education, learning, USA
3 Comments
Revolutionary Management Improvement May Be Needed But Most Management Change is Evolutionary
This month the ASQ Influential Bloggers were asked to respond to the question – will the future of quality be evolutionary or revolutionary? I think it has been and will continue to be both. Revolutionary change is powerful but very … Continue reading →