Category Archives: Customer focus

Airline Quality

The Inmates Are Running The Asylums by Bill Waddell. For instance, I found something called NWA’s [Nortwest Airlines] “Customer First” Customer Service Guide. Incredibly, it includes the statement, “Ensure that you receive a response to your written complaints within 60 … Continue reading

Posted in Customer focus, Management | 3 Comments

Dell, Reddit and Customer Focus

Reddit is a site for what’s new and popular on the web (votes by the user community rate web links). That user community is highly skewed toward software engineers who are a bit irreverent (as some of the language in … Continue reading

Posted in Customer focus, IT, Management | Tagged , , | 10 Comments

The Art of Customer Service

The Art of Customer Service [the broken link was removed] by Guy Kawasaki: 4. Don’t point the finger. This is the flip side of taking responsibility. As computer owners we all know that when a program doesn’t work, vendors often … Continue reading

Posted in Customer focus, Management Articles | Tagged | 1 Comment

Good Customer Service Example

No More Lean Excuses [the broken link was removed] by Dan Jones I have recently been getting a striking reaction from many senior management audiences. They all agree that products have got vastly better over recent years, but they equally … Continue reading

Posted in Customer focus, Lean thinking, Management | Tagged , , | 4 Comments

Customer Focus

Winning With Service [the broken link was removed] by John Teresko: “From our viewpoint, machines are increasingly more difficult to differentiate for most applications,” admits Harry C. Moser, president, Agie Charmilles Corp., Lincolnshire, Ill. “There are many good competitors, and … Continue reading

Posted in Customer focus, Management Articles | Tagged , | Comments Off on Customer Focus

Consumer Idealized Design

Consumer Idealized Design: Involving Consumers in The Product Development Process Interactive Design vs. Reactive “Focus” A consumer design session is characterized by at least three features which distinguish it from a focus group. (1) It requires innovation and interaction from … Continue reading

Posted in Customer focus, Innovation, Management, Quality tools, Systems thinking | Tagged , , | Comments Off on Consumer Idealized Design

Not Lean Retailing

Renovating Home Depot [the broken link was removed], Business Week It is always dangerous to make too much of a magazine article, but Home Depot seems to be moving away from lean thinking in the following examples, to me anyway. … Continue reading

Posted in Customer focus, Lean thinking, Management | Tagged , , | Comments Off on Not Lean Retailing

Quality Customer Focus

Delivering Two Kinds of Quality [the broken link was removed] by Keith McFarland, Business Week: What do the Japanese take for granted when it comes to quality? They take for granted that things should work as they are supposed to, … Continue reading

Posted in Customer focus, Management, Management Articles, Quality tools | Tagged , , , , | Comments Off on Quality Customer Focus

Improved Web Search

In my recent post on improving Google one suggestion I made was: Let me remove web sites from my default searches. Today while using Yahoo they provided this option (named “block” by Yahoo). Good. Using Yahoo Search I can now … Continue reading

Posted in Customer focus, Google | Comments Off on Improved Web Search

Lean Consumption

Lean Consumption [the broken link was removed] by James P. Womack and Daniel T. Jones, Harvard Business Review. An excellent article on the topic of their book: Lean Consumption. The Principles of Lean Consumption The concepts underlying lean consumption boil … Continue reading

Posted in Books, Customer focus, Lean thinking, Management | Tagged | Comments Off on Lean Consumption