Tag Archives: Quality Management

First Ever Deming Education Conference

As regular readers of this blog know, my first book, The Man Who Discovered Quality, was about W. Edwards Deming, the management guru who helped transform Japanese industry after World War II–the Toyota Production System was developed in collaboration with Deming–and … Continue reading

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Lessons for Education Reformers from W. Edwards Deming, America’s Leading Management Thinker

When I returned from speaking at the annual conference of the Deming Institute in Los Angeles last month, the education sites were abuzz about a new Time magazine cover trumpeting “Bad Apples”, the latest example of what has become a … Continue reading

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Trauma in Telecom Land, Part 2

How Verizon Treats its Customers: 1 Month, a Dozen Calls and $310 to Get Service Restored In a recent blog post, “Why I Tried…and Failed…to Fire Verizon”, I described the systemic screw-ups and service break-downs that led me to try … Continue reading

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Why I Tried…and Failed…to Fire Verizon–Trauma in Telecom Land

Late last year, after months of problems with my internet service, I decided to fire Verizon and switch to Time Warner, which promised me seamless connectivity, phone service and cable, all at a good price. Instead, I’m back with Verizon—not … Continue reading

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What National Car Rental Could Learn from Walmart About Disaster Repsonse

Like many travelers last weekend, I was expecting Hurricane Irene to turn my return trip from Istanbul to New York City into a nightmare. To my surprise, I seemed to get lucky: Anticipating that my flight to New York would … Continue reading

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