Dr.Deming
Six Sigma: Improve Cost, Quality, and Satisfaction
Carolyn Pexton examines six sigma and it’s benefits for iSixSigma; see my summary for key points from her piece. Embed from Getty Images Six Sigma is a great tool to improve quality and throughput, resulting in positive effects on the bottom line Only by addressing inefficiencies can an organization hope to make progress…
Are Customer Satisfaction and Retention the Same?
Today, Michael Lowenstein asks the question, “Why, Oh Why, Is ANYBODY Still Measuring Customer Satisfaction?” in a blog post for CustomerThink. See my key takeaways below. Embed from Getty Images Retention is about what keeps a customer coming back i.e. their behavior, but satisfaction is very different Customer satisfaction has very little effect…
Is The Trust We Place In Online User Reviews Warranted?
Read my insights from Bart de Langhe, Phil Fernbach, and Donald R. Lichtenstein’s article from the Harvard Business Review on online user ratings as a source for product quality information. Embed from Getty Images Consumers are increasingly turning to online user ratings and reviews to make sensible and validated decisions on purchases But…
How Quality Management Can Integrate Technical and Human Systems
John Hunter, author of the Curious Cat Management Improvement Blog, discusses the best approach to integrating technical quality and human management systems within your company. See below for my main insights from the article. Embed from Getty Images The ideal situation is to mix the technical tools which companies bring in (control charts or…
DOWNTIME: What Every Business Wants to Avoid
Embed from Getty Images DOWNTIME; a lean six sigma acronym to help avoid eight business wastes that may be costing your company money Though they’re intended for the manufacturing industry, the acronyms can be applied to any service based industry to avoid profit loss The wastes themselves are anything that don’t add value to your…