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 agree that the process of ordering and buying them and getting them serviced has got worse!

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).

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Shenandoah National Park Photos

overview of rolling hills in Shenandoah National Park

Shenandoah National Park, Virginia, lies in the Blue Ridge Mountains, a few hours from Washington DC. Skyline Drive runs the length of the park as does the Appalachian Trail. I hiked several trails in October, 2004 and took these pictures.

More of my photos:

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Secrets of the World’s Best Companies

Best-kept secrets of the world’s best companies by Paul Kaihla.

Not even the most successful companies in the world are managed by the book. Great management formulas aren’t handed down on stone tablets, or found in the writings or speeches of gurus and consultants. They emerge from years of experimentation, trial and error, regime change, reorganizations, crises, and employee suggestions.

I agree that management is much more complex than books or simple theories claim. I think one of the great difficulties people have in evaluating management concepts is that the complexity (and interaction) makes it very difficult to evaluate (especially using accurate data).

Still, I think great management ideas are found in the thoughts of leading management thinkers (now it is true most I think most “writings or speeches of gurus and consultants” don’t provide much use but the right thinkers do offer great value).

As Dr. W. Edwards Deming said there is no instant pudding for management (no quick fix). And management requires customization to the organization. You cannot just copy management practices from one place, where they are successful, to another. You can learn from what has been successful and adopt it to your organization if you have knowledge and theory and know how to test (pdsa) the effectiveness of new ideas in your organization.

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Fear Remains a Toyota Motivator

First, don’t let the title fool you, this is not an indication Toyota is going against Deming’s obligation of management to “Drive out fear and build trust so that everyone can work effectively”. Deming was talking about driving out the fear management creates for employees intentionally (forced ranking…) and un-intentionally (creating a climate where people are more fearful of pointing out problems than just ignoring them…). See: Deming and Toyota.

This article is talking about Toyota’s never ending quest to do better. At least in North America we seem biased toward putting that quest for doing better negatively. Rather than being drawn to improve it is most often stated as being scared that if we don’t we will have to pay for failing to improve. Thus the reference to fear.

Fear Remains a Toyota Motivator [the broken link was removed] by Harry Stoffer, Automotive News.
The article is worth reading:

“We are kind of paranoid,” says Dennis Cuneo, senior vice president of Toyota Motor North America Inc. “You’re going along, and things are going quite well, and you’re always thinking: ‘What could go wrong?'”

He calculates that Toyota spends about 1.3 percent of revenue on warranty claims. That’s less than half the rate of General Motors and Ford Motor Co., he says.

Barkai cites Toyota’s ability to use data to identify and fix problems quickly. That feature is rooted in the Toyota Production System.

“Once they make a decision, the entire organization realigns itself around the decision,” Barkai says.

Jeffrey Liker, an engineering professor at the University of Michigan, has studied Toyota for 20 years. He says the discipline Toyota imposes on its growing number of suppliers helps the company maintain its quality record.

Liker says there was evidence four or five years ago that Toyota quality was starting to slip. The company made a priority of finding and eliminating those problems, he says.

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Lean and Theory of Constraints

David Anderson’s post, Lean vs. TOC – No Conflict [the broken link was removed], is an excellent addition to the previous post here: Lean Thinking and Management.

I demonstrated these ideas recently by taking an updated version of my XIT Sustained Engineering paper from the TOCICO in Barcelona [the broken link was removed] to the Lean Design and Development conference and recasting all the exploitation and subordination steps as waste reduction instead.

David refers to a post, looking for a conflict, that is definitely worth reading:

This is the dilemma: “Optimize everything” conflicts with “Only optimize the bottleneck”. I like both approaches and have used them both successfully. How is it possible that two of my favourite techniques disagree?

I like the way the post looks at this question. I must admit, my personally view is that the conflict is not as stark as it may appear. I tend to believe the theory of constraints view is helpful but can be misleading since often the interdependencies within the system mean that it is not true that “optimizing non-bottlenecks will introduce waste” (that may be true but is not necessarily true – that is how I see it anyway).

These are good ideas to be discussing.

Related:

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Flow

“Flow” and Mihaly Csikszentmihalyi [the broken link was removed] by David Farmer:

How does it feel to be in “the flow”?

1. Completely involved, focused, concentrating – with this either due to innate curiosity or as the result of training
2. Sense of ecstasy – of being outside everyday reality
3. Great inner clarity – knowing what needs to be done and how well it is going
4. Knowing the activity is doable – that the skills are adequate, and neither anxious or bored
5. Sense of serenity – no worries about self, feeling of growing beyond the boundaries of ego – afterwards feeling of transcending ego in ways not thought possible
6. Timeliness – thoroughly focused on present, don’t notice time passing
7. Intrinsic motivation – whatever produces “flow” becomes its own reward

Books by Mihaly Csikszentmihalyi:

  • Good Business Leadership, Flow, and the Making of Meaning, 2004.
  • Flow: The Psychology of Optimal Experience,1991. People enter a flow state when they are fully absorbed in activity during which they lose their sense of time and have feelings of great satisfaction. The author, a pioneer in this astonishing field of study, clearly explains the principles of “flow” and shows how it can be introduced into every level of life. (audio tape)
  • Creativity: Flow and the Psychology of Discovery and Invention, 1997. Drawing on hundreds of interviews with exceptional people, from biologists and physicists to politicians and business leaders to poets and artists, the author uses his famous “flow” theory to explain the creative process. Csikszentmihalyi’s objective is to offer readers an understanding of what leads to creative moments so that they can use that knowledge to enrich their own lives.
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Lean Thinking and Management

Several interesting posts have been inspired by the Kaizen Priorities post on Got Boondoggle. While it has been mentioned debating these ideas may not be valuable, I believe it can be valuable to explore the reasons behind the different views.

Bill Waddel’s post, Lean Manufacturing [the broken link was removed], points to the importance of cycle time reduction (versus the priorities mentioned in the original post). I think that point is valuable. He also talks about the reasons for Six Sigma’s failures and the difficulty finding lean manufacturing success stories (outside Toyota).

I agree that we should acknowledge the paucity of success stories. The failures of management are not minor. The problems are large and the successes seem limited. The biggest thing I think we need to learn from this is that improving management is not easy. The concepts may seem simple but most of us can look around and see much more Dilbert Boss behavior than lean thinking behavior. And the gap between those two types of behavior seems to rise as you go “up” the organization chart.

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Cells and High Volumes

Cells and High Volumes: Forget What You Think You Know [the broken link was removed] by Gary S. Vasilash:

True cellular manufacturing depends on the cooperation and orchestration of all employees. The reason for this is simple: The objective to get rid of waste means that all of the people involved in the process must work in a synchronized manner. One-piece flow doesn’t allow for build-ups of inventory between processes, so people must do each step in the required manner (a manner, it should be noted, that isn’t static, but open to improvement).

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Organizational Learning

Why Your Organization Isn’t Learning All It Should [the broken link was removed, Harvard still doesn’t seem to realize how to manage a web resource] by Anita Tucker, Amy Edmondson, and Steven Spear

Our analysis of qualitative data suggests that the problem-solving behavior of front-line workers may reduce an organization’s ability to detect underlying causes of recurring problems and thus take corrective action.

While problems must be solved to reduce the impact on the current customer the organization must also prevent future customers from the poor result.

The data suggested that these small front-line problems collectively frustrate both the customer and the worker, and hinder the worker’s ability to perform effectively, but when taken out of context and viewed individually, appear trivial. Thus, system aberrations that are often dismissed in the literature as being “simple to solve” often persist because of a cycle of inactivity.

Related posts:

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Deming and Toyota

In response to Deming Electronic Network message, Deming and Toyota (broken link removed):

I have read a few of the threads referring to Toyota and their success. I am somewhat familiar with the Toyota Production System (where Lean principles sprouted from), but I have often wondered if Toyota subscribed to all of Deming’s 14 points.

I believe Toyota applied Deming’s ideas to create a management system and continued to develop that system to create the Toyota Production System (also known as lean manufacturing). I believe a convincing argument can be made for Toyota following all 14 points.

An interesting article on Toyota’s web site illustrates their commitment to several of the points, Toyota Special Report: Thinking Production System.

Another interesting document, on Toyota’s web site is an environmental and social report – that while it does not mention Deming’s 14 points does illustrate their belief in several of them (for example: “We must provide to customers cleaner, safer, and more attractive products with excellent value. To shareholders, we must enhance share value through long-term and stable growth by increasing profits and paying appropriate dividends. With business partners, we must engage in fair business based on a spirit of mutual benefit.”).

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