respect your customers, reduce your process variances

everytime I see some statements on an achievement using AVERAGE, I smile

for instance, if an airline claimed that their average delay have been reduced from AVERAGE 8 hours to AVERAGE 2 hours (just an example), for me it is good for the airline but not necessary good for the customers

the truth is, we as the customers experience the VARIANCES. the customers do not feel theAVERAGE

the average of 2 hours delay could mean a set of flights from no delay, 1 minute delay, 15 minutes delay to 12 hours delay or more ( I have experiences ALL of them). And it’s an awful experiences if we are delayed for more than 2 hours

Hence, to really make an improvement, please improve the AVERAGE and reduce the VARIANCES of your process

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