Managing for Quality and Performance Excellence 10th Edition by James Evans ,William Lindsay

Exercise 22

In a videotape made in 1993, Deming related a story of an executive who spent an entire day flying from city to city, changing planes several times, because her company's travel department received a cheaper fare than if she had taken a direct flight. How does this example violate the concepts of Profound Knowledge and the 14 Points, and what should the company do about it?