Re: Deming 2005 -- Question 1 of 2 (4 day)

["Dave Carr" <dc0955@gates.com>]

>Jeff is developing a pleasurable buying experience for his clients 
>(beginning with books). He and the company keep experimenting and
searching 
>for what that goal means to customers. If you had not heard Jeff
express his 
>purpose, you would be speculating about all sorts of possible purposes
and 
>probably not thinking of the one he has in mind.

What is that old one "It is the exception that proves the rule".

I just heard that a small airline up here in Canada has gone out of
business just before our March Break holiday next week. There were many
complaints about them not providing a pleasurable flying experience to
clients and now they have vanished leaving unpaid debts, stranded
customers and employees without jobs.

- Dave Carr