This conversation with John Dues challenges one of the most deeply held assumptions in leadership: that people are the primary drivers of performance.

Drawing on W. Edwards Deming’s System of Profound Knowledge, John introduces a radically different lens—one where systems, variation, psychology, and learning cycles shape nearly everything we see in organizations.

Erik enters the conversation curious—and leaves with a fundamentally different way of thinking about data, incentives, and what it actually takes to improve performance. 

👤 About the Guest

John A. Dues is the Chief Learning Officer and Chief Operating Officer at United Schools in Columbus, Ohio.

• Improvement science practitioner and systems thinker 
• Author of Win-Win: W. Edwards Deming, the System of Profound Knowledge, and the Science of Improving Schools
• Has helped build seven schools and nonprofit organizations 
• Deeply focused on applying Deming’s philosophy to real-world systems 

🧭 Conversation Highlights

• The System > The Individual. Most organizations operate in silos, optimizing departments instead of the whole. Ironically, this often makes overall performance worse. 
• The 4 Components of Profound Knowledge
  • Appreciation for a system 
  • Knowledge about variation 
  • Theory of knowledge 
  • Psychology 
• The Data Illusion. Comparing two data points (month-over-month, year-over-year) is often meaningless. The real story lives in patterns over time. 
• Common vs Special Cause Variation. Most performance differences aren’t meaningful—they’re just noise within the system. 
• Why Incentives Backfire. Commission structures and ranking systems often drive behavior that harms the organization as a whole. 
• PDSA Cycles (Plan-Do-Study-Act). Improvement isn’t about big initiatives—it’s about small, fast, iterative experiments. 

💡 Key Takeaways

• Most results come from the system—not individuals. Deming estimated 95–97% of outcomes are system-driven. 
• Optimizing parts can break the whole. Sales and operations working “perfectly” in isolation can create massive dysfunction together. 
• Measurement must match intent. Measuring for accountability vs improvement leads to completely different behaviors. 
• Data doesn’t tell stories—people do. Data points direction, but context completes the picture. 

❓ Questions That Mattered

• What if the problem isn’t your people—but your system? 
• Why are we measuring this—and what are we trying to do with it? 
• Are we reacting to noise or actual signal? 
• What behavior is our system really incentivizing? 
• How do we know what we think we know? 

🗣️ Notable Quotes

•  A lot of organizations optimize departments… and make the system worse.” 
• “95% of results are attributable to the system—not the people.” 
• “The story is locked up in the pattern over time.” 
• “Why you measure something determines how people behave.” 
• “You don’t implement fast and learn slow—you learn fast and scale slow.” 
• “Extrinsic motivation can crush the love of learning.” 

🔗 Links & Resources

• Check out John Dues' Book 'Win Win
• Follow John on LinkedIn