Content by Jeff Dewar

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Jeff Dewar
Every spot in the photo below is a galaxy, not a star. Each of them contains perhaps 100 billion stars, and along with them, probably hundreds of billions of planets. The center area is a...
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Jeff Dewar
Evolutionary biologist Stephen J. Gould is best known for his history of punctuated equilibrium, a revision to Charles Darwin’s theory of evolution. Punctuated equilibrium holds that new species...
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Jeff Dewar
“We have 50,000 moments of truth every day.” —Jan Carlzon, CEO, Scandinavian Airways (SAS), 1989 I am watching icebergs float by as we navigate Alaska’s Tracy Arm Fjord, at the end of which lies...
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Jeff Dewar
Not all user conferences are created equal. I’ve been to so many I’ve lost count. Some are simply boring with over-filtered information, and others are pure marketing events. Then there are a few...
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Jeff Dewar
The Baldrige Performance Excellence Program includes employee empowerment as an integral part of its criteria. The word “empower,” or one of its derivatives, appears seven times in the criteria in...
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Jeff Dewar
“Check on your customers every 10 minutes or so,” instructs the typical restaurant manager. And Deming turns in his grave again because the manager’s objective is arbirtrary.  It’s not based...
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Jeff Dewar
“Dad, I'll need a car soon,” came from the lips of my 15-year-old son. A straight-A student, on his way to attaining Eagle Scout rank, and dedicated to the cross-country team, he deserved a hearing...
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Jeff Dewar
To begin, let’s use the right words. Instead of just talking about “exceeding expectations” or “customer satisfaction,” try including these in your customer vernacular: Impress. Surprise. Delight....
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Jeff Dewar
There is a remarkable quality movement afoot centered in South Asia with tentacles that reach to the United States, Europe, and Africa. Starting in primary school and extending throughout high...
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Jeff Dewar
Editor’s note: This is the fourth of a four-part video interview with Juran Institute’s CEO Joseph DeFeo, and hosted by Quality Digest’s CEO, Jeff Dewar. View part one here, part two here, and part...