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Tag Archives: Customer focus
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
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 Customer focus, customer service, management concepts, management tools, Quality tools
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Improve Google
In response to a post by Matt Cutts: Is there a new product or feature that you wish Google offered? Is there anything on the web that annoys you because there’s not a useful product that does exactly what you … Continue reading
Superior Customer Experiences
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 Customer focus, organization as a system, Psychology
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Deming’s Ideas at Markey’s Audio Visual
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 business, commissions, Customer focus, Deming, Management, management system, Performance Appraisal
6 Comments
Lean Manufacturing Webinar
Plant Design for Lean Manufacturing – view webinar archive [I removed the broken link] This webinar archive is a series of slides with an audio track (my guess is the slides should be flipped as you listen though this didn’t … Continue reading
Posted in India, IT, Lean thinking, Management
Tagged Customer focus, internet
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Price Discrimination in the Internet Age
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 bad customer service, Customer focus, Economics, health care system, internet
2 Comments
