We tend to tell a story in the same way as we first hear it. We assume that because we heard the story from a reputable source that it’s accurate.
I was just doing some background reading on W. Edwards Deming (in the Service Management arena this is the guru of continuous improvement – which is the fundamental principle of proper service management design and implementation). I was specificially looking at the background of the famous PDCA (Plan-Do-Check-Act) cycle that we present as part of our Service Management programs.

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