There is a Japanese phrase “jishu kanri” which means “every worker is an inspector.” The expectation is for every worker to be responsible for the quality of the work he does. At Florida Hospital in Altamonte Springs, Florida, they have put this same philosophy into practice by allowing the nursing staff to hold themselves […]
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When Ritz Carlton looks to hire a new employee they interview for how the person interacts with others. They figure they can teach most of the technical skills needed to do the job tasks and that it is easier to teach those skills than it is to teach someone to be nice. When […]
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Measurement is all around us. Everywhere we turn, we see clocks, thermometers, gauges, charts and other ways to take and communicate measurement. Why? Imagine what it would be like without measurement. We would have to guess about when to leave for work, when to turn off an oven, or when to fill our cars with […]
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“Those who measure, tend to analyze. Those who analyze, tend to improve.” said Dr. Demming, the quality guru who transformed Japanese products and services to superior quality levels in the 1980’s and 1990’s. In the past week, I have answered survey after survey from organizations that have wanted to know how I rate their service. […]
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