What strikes me as really interesting is that in advanced economic systems, we’re seeing that more and more products and services — at least, personal products and services — are being chosen on the basis of their perceived authenticity. Among consumers, the appeal of authenticity is stronger than almost any other attribute. I don’t know whether it means that quality has become so good that … [ Read more ]
Content: Quotation | Author: Glenn R. Carroll | Source: Stanford University | Subjects: Customer Related, Marketing / Sales, Quality
If you put a good person into a bad system the system will win. This has been proven so often that it has become a truism in the quality improvement field called the “85/15 Rule”. The 85/15 Rule shows that if you trace errors or service complaints back to the root cause, about 85% of the time the fault lays in the system, processes, structure, … [ Read more ]
Content: Quotation | Author: Jim Clemmer | Subjects: Operations, Organizational Behavior, Quality
The supposition is prevalent the world over that there would be no problems in production or in service if only our production workers would do their jobs in the way they were taught. Pleasant dreams. The workers are handicapped by the system, and the system belongs to management.
Content: Quotation | Author: W. Edwards Deming | Subjects: Management, Operations, Quality
Discretion is the enemy of order, standardization and quality.
Content: Quotation | Author: Theodore Levitt | Source: strategy+business | Subjects: Management, Organizational Behavior, Quality
A fault in the interpretation of observations, seen everywhere, is to suppose that every event (defect, mistake, accident) is attributable to someone (usually the one closest at hand), or is related to some special event. The fact is that most troubles with service and production lie in the system and not the people.
Content: Quotation | Source: Worksite Analysis – Trending Safety Information | Subject: Quality