As I’ve been re-reading Dr. Deming’s Out of the Crisis, stuff like this jumps out at me more and more. I saw similar signs at Heathrow Airport last month bragging about the airport exceeding targets for customer service. This is, of course, the old “comparison to targets” approach to quality that Dr. Deming, Taguchi, and Wheeler have criticized the past few decades. Quality means more than meeting arbitrary targets set by some bureaucrat. Here is … Continue reading Arbitrary Targets at DFW – What About Your Organization?