As I’ve been re-reading Dr. Deming’s Out of the Crisis, stuff like this jumps out at me more and more. I saw similar signs at Heathrow Airport last month bragging about the airport exceeding targets for customer service. This is, of course, the old “comparison to targets” approach to quality that Dr. Deming, Taguchi, and … Continue reading Arbitrary Targets at DFW – What About Your Organization?
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