I have been a faithful and interested reader of Quality Digest and the “Quality Curmudgeon” column for many years. As is usually the case, I breeze through the magazine and then cut out the last page so I can take my time with it at a later point in time. I started this back in the day when I realized I cut them out for future reference or to forward to a colleague anyway.
Many have been taught that they must remove outliers prior to analysis. This is because much of modern statistics is concerned with creating a mathematical model for the data. Because all these models are created using algorithms, they tend to be severely affected by any unusual or extreme values.
It’s almost like some retailers finally read the memo. They seem to now understand that customer service is the new differentiator. With quality levels and prices across almost all product categories nearly at par, it’s service that sets retailers apart--and smaller retailers have taken note.