Tag Archives: organization as a system

Cater to Customers Desires to Achieve Customer Delight

Posted on January 10, 2017 by John Hunter

Customer delight requires understanding your customers needs and desires. Often even your customers don’t understand these well. Businesses that have a deep appreciation for what their customers, and potential customers, desire and that create systems to deliver solutions that delight … Continue reading →

Posted in Competition, Customer focus, Management, Psychology, Systems thinking | Tagged Customer focus, customer service, management system, organization as a system, Psychology, Systems thinking, voi | 3 Comments

Podcast: Building Organizational Capability

Posted on December 7, 2016 by John Hunter

The Software Process and Measurement Cast 420 features an interview with me, by Thomas Cagley, on Building Organizational Capability (download podcast). John Hunter in the podcast: Changing how organizations are managed makes a huge difference in people’s lives, not all … Continue reading →

Posted in Management, Systems thinking | Tagged build capability, change, continual improvement, culture, Data, iteration, John Hunter, Joy in Work, leadership, management, organization as a system, podcast, Psychology, transformation | 2 Comments

Continually Improving Using a Focus on Delighting Customers

Posted on December 1, 2016 by John Hunter

ASQ asked the ASQ influential voices to respond to this question: What is the best way to ensure quality and customer integration grow together? When I first got involved in the quality field that name (quality) seemed to vague for … Continue reading →

Posted in Customer focus, Management, Process improvement, Systems thinking | Tagged ASQ Influential Voices, continual improvement, Customer focus, management system, organization as a system | 1 Comment

Burning Toast: American Health System Style

Posted on October 4, 2016 by John Hunter

Democrats and Republicans have created a health care system in the USA over the last 40 years that “burns toast” at an alarming rate. As the symptoms of their health care system are displayed they call in people to blame … Continue reading →

Posted in Economics, Health care, Management, Public Sector | Tagged blame, Economics, global, government, health care system, organization as a system | Comments Off

Lead by Building Organizational Capability

Posted on September 13, 2016 by John Hunter

The result of a recent interview with me has been posted: How to Lead From Any Level In the Organization [broken link replaced by new link to content hosted on this site] 2. Help people solve their problems. Similar to … Continue reading →

Posted in Deming, Management | Tagged build capability, Deming, interview, leadership, organization as a system | 1 Comment

Integrating Technical and Human Management Systems

Posted on July 6, 2016 by John Hunter

ASQ has asked the Influential Voices on quality management to look at the question of integrating technical quality and human management systems. How do different systems—technical or human—work together? How should they work together? My view is that the management … Continue reading →

Posted in Management, Psychology, Systems thinking | Tagged ASQ Influential Voices, curiouscat, evidence based management, management concepts, management system, management tools, organization as a system, Psychology, quote | 2 Comments

Change Management: Create a Culture Seeking Continual Improvement or Use Band-Aids?

Posted on November 17, 2015 by John Hunter

Successfully shepherding change within an organization is often a challenge. Often change management strategies are mainly about how to cope with a toxic culture but exclude the option of fixing the toxic culture. Why not address the root causes instead … Continue reading →

Posted in Deming, Lean thinking, Management, Psychology, Respect, Systems thinking | Tagged change, culture, curiouscat, leadership, managing people, organization as a system, Psychology, respect for people, root cause, trust | 3 Comments

Transforming a Management System – A Case Study From the Madison Wisconsin Police Department

Posted on March 10, 2015 by John Hunter

This post in an excerpt from The Quality Leadership Workbook for Police by Chief David Couper and Captain Sabine Lobitz (buy via Amazon). Transformational Steps A Case Study Madison, Wisconsin (1981-1993) Step 1: Educate and inform everyone in the organization … Continue reading →

Posted in Customer focus, Data, Deming, Management, Respect, Statistics | Tagged Books, case study, change, continual improvement, Customer focus, Data, Deming, leadership, Madison, management, organization as a system, Public Sector, respect for people, TQM, transformation | 6 Comments

Don’t Ignore Customer Complaints

Posted on November 20, 2014 by John Hunter

I find Paul Graham’s ideas very useful. I disagree with his recent tweet though. Update: See note at bottom of the post – Paul tweeted that his original tweet was wrong. Base your assessment of the merit of an idea … Continue reading →

Posted in Customer focus | Tagged continual improvement, Customer focus, customer service, evidence based management, feedback, gemba, organization as a system, Paul Graham | 2 Comments

Attracting Members and Volunteers to Professional Organizations

Posted on November 4, 2014 by John Hunter

This month Bill Troy, ASQ CEO, asked ASQ Influential Voices bloggers to explore recruiting members and volunteers amid a changing landscape. In most ways the answer is the same as any large question on directing an organization. We must figure … Continue reading →

Posted in Career | Tagged ASQ Influential Voices, Career, organization as a system, quality | Comments Off