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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 bad customer service, Customer focus, Systems thinking
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
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 Customer focus, customer service, usability
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 Customer focus, customer service
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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 Ackoff, Customer focus, Quality tools
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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 Customer focus, Lean thinking, retail
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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 Customer focus, customer service, management concepts, management tools, Quality tools
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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
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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 Lean thinking
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