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Category Archives: Customer focus
Use Urls – Don’t Use Click x, Then Click y, Then Click z Instructions
In the 1980s software applications had to use click x, then click y, then click z type instructions to get you to a specific location in a software application (or at least they had a decent excuse to do that). Too many web application development organizations forget that they now have urls to direct people exactly where to go: and that they shouldn’t rely on ancient “click here, then there, then in that other place” type instructions. Here is an … Continue reading
Posted in Customer focus, Software Development
Tagged Customer focus, internet, IT, Software Development, tips, usability
2 Comments
Steve Jobs on Quality, Business and Joseph Juran
This webcast shows an interesting interview with Steve Jobs when he was with NeXT computer. He discusses quality, business and the experience of working with Dr. Juran at NeXT computer. The video is likely from around 1991. America’s in a tough spot right now, I think. I think we have forgotten the basics. We were so prosperous for so long that we took so many things for granted. And we forgot how much work it took to build and sustain … Continue reading
Bad Weather is Part of the Transportation System
The job of managers is to create a robust system that delivers value to customers. A system that fails constantly (fails during the continual variation the system faces) is a failed system. Bad weather is part of the variation airlines face. Any management system has to cope with the variation that it faces. The management system must be designed and managed so that the organization successfully delivers value to customers under the conditions the organization will face. The air travel … Continue reading
Jiro Dreams of Sushi
Jiro Dreams of Sushi is a documentary on a Japanese sushi restaurant, Sukiyabashi Jiro, that is full of great quotes for those interested in continual improvement. Throughout the film people discuss a never ending focus on doing better and better – never becoming complacent. Quotes from Jiro Dreams of Sushi: Jiro: “Once you decide on your occupation you must immerse yourself in your work. You have to fall in love with what you do… You must dedicate your life to … Continue reading
Posted in Customer focus, Process improvement, Respect
Tagged continual improvement, Customer focus, Deming, food, Japan, Joy in Work, long term thinking, Psychology, suppliers
4 Comments
Jeff Bezos: Innovation, Experiments and Long Term Thinking
Jeff Bezos, bought the Washington Post. He has long showed a willingness to take a long term view at Amazon. He is taking that same thinking to the Washington Post: In my experience, the way invention, innovation and change happen is [through] team effort. There’s no lone genius who figures it all out and sends down the magic formula. You study, you debate, you brainstorm and the answers start to emerge. It takes time. Nothing happens quickly in this mode. … Continue reading
Posted in Creativity, Customer focus, Innovation, Process improvement
Tagged Bezos, business, business model, Customer focus, experiments, long term thinking, PDSA, Quality tools
2 Comments
Stated Versus Revealed Preference
My father provided me a good example of the flawed thinking of relying on stated preference when I was growing up. Stated preference is, as you might deduce, the preferences voiced by customers when you ask. This is certainly useful but people’s stated preference often do not match there actions. And for a business, actions that lead to customers are more important than claims potential customers make about what will make them customers. His example was that if you ask … Continue reading
Posted in Customer focus, Popular, Psychology
Tagged Bill Hunter, Customer focus, food, Popular, Psychology, Quality tools, Statistics, theory of knowledge
8 Comments
Quality Processes in Unexpected Places
This month Paul Borawski asked ASQ’s Influential Voices to explore the use of quality tools in unexpected places. The most surprising example of this practice that I recall is the Madison, Wisconsin police department surveying those they arrested to get customer feedback. It is obvious that such “customers” are going to be biased. Still the police department was able to get actionable information by seeking the voice of the customer. Certain of the police department’s aims are not going to … Continue reading
Posted in Creativity, Customer focus, Data, Innovation, Management, Process improvement, Public Sector, Respect
Tagged ASQ Influential Voices, Creativity, Customer focus, customer service, leadership, Lean thinking, Madison, Process improvement, Public Sector, respect for people, Systems thinking
5 Comments
Software Process and Measurement Podcast With John Hunter
In my podcast with Tom Cagley, Software Process and Measurement Cast: John Hunter on Management Matters, as you might expect there was a bit of a focus on software development and agile software development as related to the ideas I expressed in Management Matters: Building Enterprise Capability. Deming: management system, continual improvement, respect for people (the 3rd point I said I would mention, but didn’t) Why do so many management improvement efforts fail? The proxy nature of data Building Adoption … Continue reading
Customers
Customer focus is critical to succeed with management improvement efforts. Few argue with that point, though my experience as a customer provides plenty of examples of poor systems performance on providing customer value (usability, managing the value stream well, etc.). At times people get into discussion about what counts as a customer. Are customers only those who pay you money for a product or service? What about internal customers? What about users that don’t pay you, but use your product … Continue reading
Posted in Customer focus, Deming, Management
Tagged curiouscat, Customer focus, customer service, Deming, gemba, Innovation, management, quote, Systems thinking, value stream
11 Comments
Customer Focus by Everyone
There are many critical elements to a management system. One that is fundamental, yet still poorly executed far too often, is creating a system where all staff can focus on enhancing value to the customer every day. If your enterprise does not focus on this, it should. If you think your enterprise does, my first, second and third suggestions are to think more critically about whether it really does. If the answer is yes, then you are lucky to work … Continue reading
Posted in Customer focus, Deming, Management, Systems thinking
Tagged build capacity, Customer focus, customer service, Deming, management, Systems thinking
6 Comments
Simple Customer Care: Communicate
Some management issues are hard. You are often balancing priorities. Sometimes though it is extremely simple: either you have concern for customers and take actions to back that up or you have some concern but don’t do anything about it. Here are some examples that show you really just don’t care. If you have invested millions in setting up computer systems to authorize, and reject, payments for say a credit card and you fail to notify customers when you reject … Continue reading
Posted in Customer focus, IT, Management
Tagged bad customer service, bank, Customer focus, customer service
2 Comments
Customer Focus
Customer Focus is at the core of a well managed company. Sadly many companies fail to serve their customers well. To serve customers, a thorough understanding of what problem you solve for customers is needed. The decisions at many companies, unfortunately, are far removed from this understanding. It is hard to imagine, as you are forced to wind your way through the processes many companies squeeze you through that they have paid any attention to what it is like to … Continue reading
Posted in Customer focus, Deming, Management
Tagged continual improvement, Customer focus, leadership, management, Systems thinking, tips
8 Comments
The Customer is the Purpose of Our Work
A customer is the most important visitor on our premises. He is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favor by serving him. He is doing us a favor by giving us an opportunity to do so. Mahatma Gandhi [his authorship of the quote is … Continue reading
Posted in Customer focus, Management, Psychology, quote, Respect, Systems thinking
Tagged aim, Customer focus, customer service, food, Psychology, purpose, quote, respect for people
6 Comments
Eliminate the Waste of Waiting in Line with Queuing Theory
One thing that frustrates me is how managers fail to adopt proven strategies for decades. One very obvious example is using queuing theory to setup lines. Yes it may be even better to adopt strategies to eliminate as much waiting in line as possible, but if there is still waiting in line occurring and you are not having one queue served by multiple representatives shame on you and your company. Related: Customer Focus and Internet Travel Search – YouTube Uses … Continue reading
Be Thankful for Customer That Are Complaining, They Haven’t Given Up All Hope
I ran across this message and liked it (by wuqi256): My time spent in a fast food chain (factory worker on weekends and security guard at night, yes really thanks to them, i have great jobs like that) when i was young trying to feed the family and study at the same time was quite useful. They taught me that “Customers who complain are the best customers, it shows that they have still residual faith and goodwill in the organisation … Continue reading
Posted in Customer focus
Tagged Creativity, Customer focus, customer service, Process improvement, Psychology
1 Comment
The Impact of Leadership on Business Outcomes
Guest post by Joe Folkman Have you ever been part of an organization where things were proceeding smoothly, where goals were achieved, people were busy and the organization was doing well? Then, a new leader came and everything suddenly changed for the better. The energy level of employees went up substantially, pride in the organization increased, the effort and dedication of individuals jumped, bold objectives were enthusiastically accepted and even greater results were achieved. The differences were not only measurable … Continue reading
Posted in Customer focus, Psychology
Tagged customer service, guest post, leadership, Psychology
6 Comments