“One measurement is better than 1,000 opinions”: is it?

Emerald - Tập 16 Số 2 - Trang 63-68 - 2001
BojeLarsen1
1Center of Business Development and Management Technology, Copenhagen Business School, Denmark

Tóm tắt

Objective data are central to quality management. This is expressed in the Danish quality management slogan: “One measurement is better than 1,000 opinions.” This article discusses the truth of this. The data used come from a study of how two companies interpreted customer surveys. More than 90 per cent of the arguments they used were directed at explaining away negative results. There is a need for a discussion in quality management on how to ensure that data play the role they should play. The article concludes with seven organizational rules for turning empirical measurement into the potent weapon it can be.

Từ khóa


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Thông tin xuất bản

Emerald

Tập 16 Số 2

63-68

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