Re: Customer satisfaction, 2 questions

[Tom Dulz <dulz@hereintown.net>]

TQNELSON@aol.com wrote:
> 
> I would simply like to ratify Roger White's input. As Dr. Deming emphasized
> at so many 4 Day sessions (and on the CRM video series) the purpose is NOT
> profit. On the video he simply puts it as, the purpose is "to provide jobs
> and more jobs, to improve everybody's standard of living" (please note the
> use of "everybody," not just stockholders and executives).

I suppose this is a good example of how two people can look at the same
thing and get different pictures. I'm a bit surprised that my message
was interpreted as saying that developing a ongoing revenue stream was
the "only" purpose of an organization. (By the way, I deliberately did
not use the term "profit".  It is not what I intended) Of course, every
organization has multiple purposes.
And this is where I find my students and clients get confused,
especially those in nonprofits or government agencies.
For example, if we try to achieve Del's purpose of improving everybody's
standard of living we are faced with the question of "how " are we to
accomplish this.  We won't be able to without a revenue stream.

Think of it this way.  If you don't pay attention to your body, what you
eat, how you exercise, what your mental state is, you will have a tough
time improving what you are doing.

Cheers

Tom