"No wonder [[W Edwards Deming]], father of the quality movement, statistician and number-counter extraordinaire, said, “**The most important numbers for any organization are unknown and unknowable**.” Also calling them “**invisible figures**,” this term appears over and over in his seminal book on quality management, Out of the Crisis. **The value of a happy customer is one of the invisible numbers of supreme importance, but so are the improved efficiency and employee morale from interdepartmental cooperation and process improvement**" --- **Tags** -- [[quotes]], [[customer-experience]], [[client-service]], **Source** -- [[20250112015442 - B - If Disney Ran Your Hospital]]