Deming’s Seven Deadly Diseases (by John Hunter) as with Deming’s other thoughts, his list of deadly diseases was continually modified as he learned more  … it is amazing how true all of these points still are

3 Steps to Statistical Thinking (by Rob Thompson) “When you can measure what you are speaking about and express it in numbers, you know something about it. When you cannot express it in numbers, your knowledge is of a meagre and unsatisfactory kind”  HG Wells

Is long term goal driven planning a waste of time? (by Shaun Sayers) like the idea of an after-life, it’s nice to think that we can develop and execute long-term plans, because the alternative may be an uncomfortable thought

How to change the way we think about customer service (by Maria Palma) “it is not that people don’t care about relationships and don’t consider Service Excellence their job … it is simply that they do not appreciate the significance that their interactions may have on the person or client they are serving”

The sustainable way (by Martin Brown) Sustainable design and construction are no longer quirky one off projects; clients and occupiers expect buildings to be both environmentally sound and cost effective

The art of differentiation (by Chris Angus) from an emotional design point of view, Wi-Fi is an interestin addition to the in-flight service … many emotional terms (are used to describe air travel) such as trapped, bored and distressed … Wi-Fi access will increase their feelings of comfort and peace-of-mind

Operational excellence is not a substitute for effective leadership or a good strategy (by Peter Abilla) Deploying a Lean or Six Sigma culture within your firm … is not a panacea; by itself, a culture of Operational Excellence will find itself lacking in a hyper-competitive world

If Peter Piper picked a peck of prioritised projects (by Sue Kozlowski) even if significant costs can be saved – even if reliability can be improved – even if staffing efficiencies can be realized – if the project or deployment champion isn’t engaged, you may end up with a beautiful project that won’t be sustained

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