Inspired by Deming:
Lack of knowledge… that is the problem.
W. Edwards DemingProfit in business comes from repeat customers, customers that boast about your project or service, and that bring friends with them.
W. Edwards DemingLearning is not compulsory… neither is survival.
W. Edwards DemingIf you do not know how to ask the right question, you discover nothing.
W. Edwards DemingYou should not ask questions without knowledge.
W. Edwards DemingThe result of long-term relationships is better and better quality, and lower and lower costs.
W. Edwards Deming
Let’s make toast the American way . . . you burn, I’ll scrape.
W. Edwards Deming
Indebted to Seddon:
Studying customer demand in customer terms – If you want customers to ‘pull value’ from the system, you need to know the nature of demands customers place on it. If you don’t know this, you risk giving poor service at high cost.
John SeddonDistinguishing between ‘value’ and ‘failure’ demand – Value demands are those you want customers to place on the system. Failure demands are those you don’t want. Failure demands are caused by a failure to do something or do something right for the customer. It follows that failure demand is entirely under the organisation’s control. Turning off the causes of failure demand is one of the greatest economic levers available to managers.
John SeddonUnderstanding whether demand is predictable or unpredictable – Before managers act on demand it is critical to determine whether demand is predictable or unpredictable. The secret to effective design is the knowledge of demand and its predictability.
John Seddon
Special thanks to David Butler for helping us think differently about work.