Chapter 9Understand Variation
Variation is evil!
Jack Welch, Former CEO of GE
Imagine this: What would you feel if you put your right foot in an ice bucket and your left foot in some burning coal (see Figure 9.1)? Would you be feeling an average temperature of freezing ice and burning coals? Or would you feel the temperature variation between these extremes (e.g., freezing ice and burning coals)? Of course, you would feel the variation! And that is precisely what your customer would feel! And, if this is how your customer feels day in and day out from using your product or service, how long would it take before they stop buying from you and move to an alternate vendor? I would not even give it a second chance! ...
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