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Category Archives: Customer focus
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 … 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 … 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 … 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.). … 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 … 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. … 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, … 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 … 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 … 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 … Continue reading
Posted in Customer focus
Tagged Creativity, Customer focus, customer service, Process improvement, Psychology
1 Comment
