Tag Archives: bad management

Out of Touch Executives Damage Companies: Go to the Gemba

Posted on August 20, 2014 by John Hunter

When your customer service organization is universally recognized as horrible adding sales requirements to customer service representatives jobs is a really bad practice. Sadly it isn’t at all surprising to learn of management doing just that at our largest companies. Within a system where cash and corruption buys freedom from market forces (see below for more details) such practices can continue. Such customer hostile practices shouldn’t continue. They shouldn’t be allowed to continue. And even though the company’s cash has … Continue reading →

Posted in Customer focus, Data, Management, Psychology, Systems thinking | Tagged , , , , , , , , , , , , , , , , , ,

Worse Hotel Service the More You Pay

Posted on January 2, 2010 by John Hunter

The more you pay for your hotel room the more likely they will charge to provide decent WiFi in your room. Whether a company tries to rip you off with exorbitant prices, or lousy service, is just a function of their lack of respect for customers. Obviously it is cheap to provide decent WiFi (as staying at numerous cheap hotels shows – nearly all offer WiFi completely free). Most expensive hotels show they do not respect their customers. Some actually … Continue reading →

Posted in Customer focus, Deming, Lean thinking, Management | Tagged , , , | 4 Comments

Verizon Provides Lousy Service = Dog Bites Man

Posted on July 3, 2008 by John Hunter

It is obvious a few companies don’t have any ability to provide even just reasonably bad service (for them the goal of decent service is so far away as to not be reasonable). How often do Verizon,

Posted in Customer focus, Management | Tagged , ,

Bad Management Results in Layoffs

Posted on June 3, 2007 by John Hunter

In response to Is Laying People off Really Anti-Lean? [the broken link was removed]: Let’s say you, a Lean enthusiast, are named CEO of a mid sized manufacturing company. Let’s also assume your market has turned down and the constraint is clearly the market. Let’s also assume you need to improve operating income above all else. The final assumption is the company you inherited is not even good at mass production. They just stink at everything. If you come into … Continue reading →

Posted in Deming, Lean thinking, Management, Popular, quote, Respect, Toyota Production System (TPS) | Tagged , , , | 18 Comments