Category Archives: Customer focus

Customer Service is Important

Posted on January 10, 2006 by John Hunter

Double Trouble, Don Oldenburg, Washington Post: Digging into the details, Stevenson, a mechanical engineer, did a double take at what looked to him like a double charge. Verizon was billing his sweetie for the local plan, for the new regional … Continue reading →

Posted in Customer focus, Management, Systems thinking | Tagged , , , , | 12 Comments

Poka-Yoke Assembly

Posted on December 12, 2005 by John Hunter

Got Boondogle asks, Do you Read Instructions Carefully Before Assembly? Nope, I don’t. I expect I can make a quick judgment if I really need to or I basically get it and can put things together well enough. I expect … Continue reading →

Posted in Books, Customer focus, Deming, Management, Systems thinking | Tagged | 1 Comment

Superior Customer Experiences

Posted on November 19, 2005 by John Hunter

Grow Your Business Through Superior Customer Experiences [the broken link was removed] by D. Randall Brandt and Rodger Stotz: In that study, Oakley found that there is a direct link between employee satisfaction and customer satisfaction, and between customer satisfaction … Continue reading →

Posted in Customer focus, Management, Management Articles, Psychology | Tagged , , | Comments Off on Superior Customer Experiences

Deming’s Ideas at Markey’s Audio Visual

Posted on October 24, 2005 by John Hunter

Last week at the Deming Institute seminar: How to Create Unethical, Ineffective Organizations That Go Out of Business, Mark Miller, General Manager, Markey’s Audio Visual spoke on Markey’s experience adopting Deming’s ideas. It was a great presentation. He did a … Continue reading →

Posted in Customer focus, Deming, Management | Tagged , , , , , , | 6 Comments

Toyota as Homebuilder

Posted on July 8, 2005 by John Hunter

Topic: Management Improvement Toyota Home – Applying the Toyota Production System to Home Building (broken link removed) from Evolving Excellence Toyota is all about cars and trucks, right? Not quite. I was just pointed to the Toyota Home [the broken … Continue reading →

Posted in Customer focus, Management, Toyota Production System (TPS) | Tagged , , , , , | 5 Comments

Google: Good Service not Arbitrage

Posted on May 16, 2005 by John Hunter

My comments on: Seth on Arbitrage from John Battelle’s Searchblog Thanks for the great blog. I have to disagree with this post however. First, I think Google chooses not to disclose more to investors mainly because the founders don’t go … Continue reading →

Posted in Customer focus, Google, Management | Tagged | Comments Off on Google: Good Service not Arbitrage

Web Search Improvements

Posted on January 30, 2005 by John Hunter

Topic: Internet – Search Improvement I have been waiting for Google to provide a way around an obvious problem with their search results for a long time. They choose to provide results that do not display matching content when you … Continue reading →

Posted in Customer focus, Google | 1 Comment

Price Discrimination in the Internet Age

Posted on January 18, 2005 by John Hunter

Re: Boing Boing post – Why HP’s region coding excuse is bogus There is a simple method for large multi-national companies to use to protect against currency fluctuation. They can use foreign exchange futures to do so. Companies do this … Continue reading →

Posted in Customer focus, Economics, Management | Tagged , , , , | 2 Comments

Digital Rights Management

Posted on January 2, 2005 by John Hunter

From Cory sets DRM strawmen ablaze: “For starters, any market-correction for DRM will surely involve informed customers making good purchase decisions about the DRM in their devices. That’s what this debate is all about. The implicit, “Stop complaining and let … Continue reading →

Posted in Customer focus, Economics | 2 Comments