Archive | quality

The Cooties Heuristic

When I first moved to California, I had the choice of renting a 700 square foot apartment for $650 per month and an 850 square foot apartment for $550 per month. Both were in the same building. The larger and less expensive one even had a better view. I was puzzled by the bargain until…

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Lawn Activities, Yard Outcomes

Performance management continuously invades my personal life, whether it’s on airplanes, during mentoring, or at Thanksgiving dinner. Here’s another example: Not long after I moved into my previous house, a friendly neighbor came over to welcome me to the block. Amidst advice on local stores and restaurants, he pointed out that my front lawn wasn’t…

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Manage by Flying Around

Since the title of this blog is manage by walking around, kudos to Haruka Nishimatsu, the president and CEO of Japan Air. According to a CBS News article, he practices management by walking flying around: “If management is distant, up in the clouds, people just wait for orders,” Nishimatsu told CBS News through a translator….

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Understanding Quality

In my job, I get to see the strategic objectives and KPIs for dozens of organizations, large and small, commercial and public sector, US and International. I’ve previously remarked  that customer satisfaction is one of the most often used – and least understood – measures. Despite the popularity of Six Sigma and Total Quality Management …

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