No More Lean Excuses [the broken link was removed] by Dan Jones
This is a theme in Jones and Womack’s recent book: Lean Solutions.
Recently I bought a new digital camera, Canon A700. Part of the reason I bought it was I had heard they actually provided customer service – you could call them and they answered and helped (plus they have long practiced good management improvement concepts, in general).
Well I received my camera and I could not open the battery compartment: which was quite frustrating. I tried following the instructions but I couldn’t get it to open. So I tried calling Canon and I got a person on the phone within 30 seconds (there was system to direct me to the right person but it was as speaking the answer to a couple questions).
Within a couple minutes the service person (based in Virginia and a Canon employee, as I understand it) had picked up a Canon A700 and explained how to open the door. I happen to think the instructions, and design, could be much better but maybe I just couldn’t see it.
I also very much like dealing with Amazon but they provide no after purchase service (which is why I had to call Canon – which worked very well). But for finding products and getting them shipped to me, I have been a satisfied customer for years.