Tag Archives | measurement

Tabulating Taboos

What percentage of people wash their hands after going to the restroom? This is a difficult question to answer accurately. Surveys are unreliable because people are not likely to be truthful about behavior that is considered socially unacceptable. Surveys under-report the true percentage. Even if it is difficult, estimating the percentage of people who engage…

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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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