In our 15th episode of Deming Speaks, this 19-minute excerpt from a lecture by Dr. Deming includes his thoughts on the following topics:

1. Applications of the Deming philosophy in the service industry
2. Awareness of customer needs
3. Time needed to judge quality of service
4. Do people care about service?
5. Postal service - U.S. vs elsewhere
6. Railway service
7. Everybody wins!
8. Easy to find ways to cut costs without understanding the organization as a system
9. Over and under charges trucking charges
10. Steel processing
11. Waiting for problems to occur