Category Archives: Psychology

Superior Customer Experiences

Posted on November 19, 2005 by John Hunter

Grow Your Business Through Superior Customer Experiences [the broken link was removed] by D. Randall Brandt and Rodger Stotz: In that study, Oakley found that there is a direct link between employee satisfaction and customer satisfaction, and between customer satisfaction and improved financial performance. Employee satisfaction is a key antecedent to employee engagement. He also found that organizations with engaged employees have customers who use their products more, and increased customer usage leads to higher levels of customer satisfaction. Managing … Continue reading →

Posted in Customer focus, Management, Management Articles, Psychology | Tagged , ,

Performance Without Appraisal

Posted on October 1, 2005 by John Hunter

In response to the Alternatives to Stack Ranking? post on the popular Mini-Microsoft blog. I’m also taking some time to contemplate on Deming’s points and assess how Microsoft is doing against them. … What I would deeply appreciate is real-world experience from people living with stack ranking alternatives. I strongly suggest chapter 9 (Performance Without Appraisal) of The Leader’s Handbooks, by Peter Scholtes. You mentioned Deming. When asked “If we eliminate performance appraisals, as you suggest, what do we do … Continue reading →

Posted in Deming, Management, Performance Appraisal, Psychology, Respect | Tagged , , , , , , | 7 Comments

Managing Fear

Posted on July 12, 2005 by John Hunter

The post, Root Causes of Crunch Mode [the broken link was removed] from the Game Manager blog makes the good point that Fear and anxiety are known to reduce comprehension and learning ability. W. Edwards Deming made “drive out fear” one of his 14 management changes America needed to make in order to compete with Japan. Fear is a valuable physiological reaction in some situations, but fear make(s) it difficult to think, and thinking is generally superior to fighting in … Continue reading →

Posted in Deming, Management, Psychology, quote, Respect | Tagged , , , , | 1 Comment

Dilbert and Deming

Posted on June 5, 2005 by John Hunter

5 June 2005 Dilbert Strip on motivational posters – [update – well the pointy haired bosses running the site removed the page so we removed the link] New update the phb has been overthrown. Here is the strip: The point of that poster is your spirit should soar like an eagle while you continue to do mundane work Dilbert can show the silliness that is common place in many workplaces, as just that – silly. Point 10 of Deming’s 14 … Continue reading →

Posted in Deming, Management, Psychology | Tagged , , , | 3 Comments

Management Improvement Articles

Posted on May 10, 2005 by John Hunter

Michael Porter’s Big Ideas by Keith H. Hammonds The world’s most famous business-school professor is fed up with CEOs who claim that the world changes too fast for their companies to have a long-term strategy. If you want to make a difference as a leader, you’ve got to make time for strategy.” 3 Six Sigma Articles (link to one document in word format) by Gerry Hahn 20 Key Lessons Learned: May 2002 What Does it Take to be a Master … Continue reading →

Posted in Management, Management Articles, Psychology, Six sigma