THE COST OF A DISSATISFIED CUSTOMER I

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How do we know what we know about
Organisations  useful or dangerous? THE
IMPORTANCE OF OBSERVATION AND THINKING ABOUT WHAT
WE OBSERVE Professor John Carlisle Cooperation
Works Ltd, Sheffield, United Kingdom.
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What informs our thinking ? materialist
reductionist models or holistic
model-building Professor John
Carlisle Cooperation Works Ltd, Sheffield, United
Kingdom.
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What informs our thinking ? materialism HOW
CONSCIOUS ARE WE? Professor John
Carlisle Cooperation Works Ltd, Sheffield, United
Kingdom.
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What informs our thinking 1? How conscious are
we of the impact of materialism? Professor John
Carlisle Cooperation Works Ltd, Sheffield, United
Kingdom.
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HUMAN? Part of the Natural World?
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What informs our thinking ? The language
? Professor John Carlisle Cooperation Works
Ltd, Sheffield, United Kingdom.
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Prof Manfred Max-Neef

• "There are two separate languages now - the
  language of economics and the language of
  ecology, and they do not converge. The language
  of economics is attractive, and remains so,
  because it is politically appealing. It offers
  promises. It is precise, authoritative,
  aesthetically pleasing. Policy-makers apply the
  models, and if they don't work there is a
  tendency to conclude that it is reality that is
  playing tricks. The assumption is not that the
  models are wrong but that they must be applied
  with greater rigour.-

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Max-Neef 9 Fundamental Human Needs

• protection,
• affection,
• understanding,
• participation,
• leisure,
• creation,
• identity,
• freedom and
• subsistence.

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What informs our thinking ? A FISH ROTS. So,
we must start at the top Boards, Cabinets, all
Policy Makers starting with challenging the
language they use. Professor John
Carlisle Cooperation Works Ltd, Sheffield, United
Kingdom.
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DECISION a nicer caterpillar or a butterfly?
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The Deming Chain Reaction
Costs decrease because of less rework, fewer
mistakes, fewer delays, snags
Improve Quality (right first time)
Productivity innovation improves
Capture the market with better quality and
lower price or
Stay in business
Grow the market and market share. Provide jobs
and more jobs
Increase Margins
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SO, A ENLIGHTENMENT IS REQUIRED