Catchy Phrases
The only constant in life is change.
What gets measured gets managed.
Think of yourself as a customer in every situation you experience during a day. Track your experiences. Develop a chart to record your data. Decide if your needs were met as a customer. Remember that you can be an internal and an external customer. Brainstorm the types of interactions that happen daily. Who do you interact with? Partner? Trainer? Co-worker? Bus driver?
When you have collected your data for a day, choose one of the interactions you were involved in. An example could be your experience taking the bus to work. Now track just this experience for a week. Fill in a chart daily. Analyze the kind of service you received. You may find that the service was not consistent. Think of reasons that this could happen?
Deming Home Page http:// www .deming. org/
National Quality Institute http:// www .nqi. ca/
Skills to Practice