CHAPTER 3Key #2: Improve Your Processes

Once you understand your customers, the next step is figuring out a way to get better at delivering what they want. The answer lies in improving the processes your company uses to generate the services and products you sell.


Dr. W. Edwards Deming, an American statistician who led the quality movement in Japan (and later in America), spent much of his time trying to convince people that most quality problems are "in the process, not the person." For most of his 60+ year career, he promoted his 85/15 rule, based on his experience that 85% of problems were built into the way work was done (and hence under the ...

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