Category Archives: Customer focus

Stated Versus Revealed Preference

My father provided me a good example of the flawed thinking of relying on stated preference when I was growing up. Stated preference is, as you might deduce, the preferences voiced by customers when you ask. This is certainly useful … Continue reading

Posted in Customer focus, Popular, Psychology | Tagged , , , , , , , | 8 Comments

Quality Processes in Unexpected Places

This month Paul Borawski asked ASQ’s Influential Voices to explore the use of quality tools in unexpected places. The most surprising example of this practice that I recall is the Madison, Wisconsin police department surveying those they arrested to get … Continue reading

Posted in Creativity, Customer focus, Data, Innovation, Management, Process improvement, Public Sector, Respect | Tagged , , , , , , , , , , | 5 Comments

Software Process and Measurement Podcast With John Hunter

In my podcast with Tom Cagley, Software Process and Measurement Cast: John Hunter on Management Matters, as you might expect there was a bit of a focus on software development and agile software development as related to the ideas I … Continue reading

Posted in Books, Customer focus, Deming, Six sigma | Tagged , , , , , , , , , , | 2 Comments


Customer focus is critical to succeed with management improvement efforts. Few argue with that point, though my experience as a customer provides plenty of examples of poor systems performance on providing customer value (usability, managing the value stream well, etc.). … Continue reading

Posted in Customer focus, Deming, Management | Tagged , , , , , , , , , | 11 Comments

Customer Focus by Everyone

There are many critical elements to a management system. One that is fundamental, yet still poorly executed far too often, is creating a system where all staff can focus on enhancing value to the customer every day. If your enterprise … Continue reading

Posted in Customer focus, Deming, Management, Systems thinking | Tagged , , , , , | 6 Comments

Simple Customer Care: Communicate

Some management issues are hard. You are often balancing priorities. Sometimes though it is extremely simple: either you have concern for customers and take actions to back that up or you have some concern but don’t do anything about it. … Continue reading

Posted in Customer focus, IT, Management | Tagged , , , | 2 Comments

Customer Focus

Customer Focus is at the core of a well managed company. Sadly many companies fail to serve their customers well. To serve customers, a thorough understanding of what problem you solve for customers is needed. The decisions at many companies, … Continue reading

Posted in Customer focus, Deming, Management | Tagged , , , , , | 8 Comments

The Customer is the Purpose of Our Work

A customer is the most important visitor on our premises. He is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider … Continue reading

Posted in Customer focus, Management, Psychology, quote, Respect, Systems thinking | Tagged , , , , , , , | 6 Comments

Eliminate the Waste of Waiting in Line with Queuing Theory

One thing that frustrates me is how managers fail to adopt proven strategies for decades. One very obvious example is using queuing theory to setup lines. Yes it may be even better to adopt strategies to eliminate as much waiting … Continue reading

Posted in Customer focus, Data, Management, Process improvement, Quality tools, Statistics, Systems thinking | Tagged , , , , , , | 2 Comments

Be Thankful for Customer That Are Complaining, They Haven’t Given Up All Hope

I ran across this message and liked it (by wuqi256): My time spent in a fast food chain (factory worker on weekends and security guard at night, yes really thanks to them, i have great jobs like that) when i … Continue reading

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