Content by Jeff Dewar

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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...
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Jeff Dewar
Editor’s note: This is the third 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, and part two here....
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Jeff Dewar
Editor’s note: This is the second 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. In this part of my video...
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Jeff Dewar
Editor’s note: This four-part video interview with Juran Institute CEO Joseph DeFeo is hosted by Quality Digest’s CEO, Jeff Dewar. The series will run weekly beginning with today’s segment. You can’t...