thru Adaptive Marketing Practices
In retrospect, I cannot honestly say why I ended up following Dr. Deming more so than Dr. Juran, or Philip Crosby, who I consider the other giants of the quality movement. I am not even sure in my first several readings of Dr, Deming that I even understood how it applied to me other than Read More …
Dr. Brian Joiner is author of Fourth Generation Management and The Team Handbook Third Edition co-author with Peter Scholtes of published by Joiner Associates and one of the best selling business books of all time, having now sold over one-and-a-half million copies. Brian was a protege of Dr. W.. Edwards Deming. Both of these books Read More …
What I like about the CAP Do process is that it starts by comparing the actual work or our standard. Without doing this often, we may change just for the sake of changing, not knowing the appropriate reasons for changing. Adding C. Otto Scharmer’s work that he captured in the book, Theory U: Leading from the Read More …
In our Sales and Marketing efforts we typically try to systemize the process so that we can become effective and efficient in our efforts. We build sales and marketing funnels to accomplish this. In Design, we create customer journey maps and service blueprints to improve the customer experience. Both types of efforts though well intended, Read More …
The next crucial level of organizational effectiveness: Lean Service Design. I have the pleasure of introducing Sara Coene (@saracoene) through this guest blog post. Sara is a Lean Service and Process Consultant and co-founder of Storites. She helps companies develop creative ideas and concepts to adapt their processes, business models and services to the desires Read More …
Are Quality Function Deployment, Voice of Customer and Kano Models still relevant? In an upcoming podcast with Robin Lawton I asked the question: “You talk about two failures in QFD, which is Quality Function Deployment. They’re determining who the customer is and how to define and separate customer desired outcomes from product functions and features. Read More …