Harvard Business Review

MARCH 23, 2011

The result: Employees get confused and cynical (senior management's "flavor of the month"). Fed by consultants, gurus, technology vendors, and academics, their enthusiasm for a particular process improvement method takes on a religious tone (as I described in my last post.) Under the guidance of external coaches, the $7.2

Six Sigma 13

Six Sigma TQM Kaizen Balanced Scorecard 13

Harvard Business Review

AUGUST 25, 2014

Dorsey focuses on Fred Thomas and his sales team and the sometimes strange but effective motivational techniques of his district manager, Frank Pacetta. You ultimately can’t substitute money for management. It’s a great ethnographic study of B2B selling for capital goods. Thomas is doing his best to maintain Xerox’s share in copiers.

Strategy 12

Strategy P&L TQM Strategic Planning 12

Harvard Business Review

JANUARY 30, 2013

Ah, yes, I said, a clear case of brand reinforcement through product differentiation: The odd thing stands out. Then we got talking about the odometer on my Nissan Pathfinder: Is a car that can go 300,000 miles a case of over-engineering or TQM excellence? At another point in the trip, their $8 headsets broke at the plug.

Case Study 8

Case Study TQM Supply Chain Brand 8