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One of the pieces of Deming's system of profound knowledge is "understanding variation." To learn that concept, I can't recommend enough this book by Wheeler. It's only 168 pages & is easy to read (unlike most of Deming's own material, sorry to say).
One of the great statements in the book (my paraphrase):
When you give a person/group an improvement goal, they will do 1 of 3 things:
1. Improve the system
2. Fudge the numbers
3. Work around the system to meet the goal.
Most do items 2 & 3. He gives real life examples of each in the book. Must read for those who want to improve!
Knowledge Is Orderly And Cumulative
The Purpose Of Analysis Is Insight
But You Have To Use The Right Data
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