26/6/2018

The myth of if you can’t measure it you can’t manage it

Dr. Deming did very much believe in the value of using data to help improve the management of the organization. But he also knew that it wasn’t close to enough. There are many things that cannot be measured and still must be managed. And there are many things that cannot be measured and managers must still make decisions about.


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The service is the brand - meaning, branding is not some advertising activity that belongs to the marketing team or the agency. Brand is experience