Tag Archives: Customer focus

Expand the View of the System to Find Ways to Improve Results

Here is an example of improvement made possible by expanding the view of the system (and viewing the results from the perspective of the customer instead of just looking at internal process measures). I was working to improve the processing … Continue reading

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Learning from Customers

Don’t make it hard for customers to be heard. Provide training and tools to employees to document customers voices. Train employees to learn as much as possible from customers. Value the time employees spend listening to customers and learning from … Continue reading

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Peter Scholtes on Teams and Viewing the Organization as a System

In this presentation Peter Scholtes provides an explanation of teams within the context of understanding an organization of a system: We will not improve our ability to achieve our purpose by empowering people or holding people accountable. I know that … Continue reading

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Quality of the Entire Customer Experience

There is a difference in the way many organizations are managed today and managing with an understanding of your organization as a system aligned toward customer focused continual improvement. The ability to create great customer experiences is much easier with a management system based on customer focused continual improvement principles than one without. Continue reading

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Looking in the Mirror at Customer Focus

Most organizations say they are focused on meeting and exceeding customer needs. But, as a customer, this often isn’t what I experience. Delighting customers is critical to long term business success. Satisfied customers will remain your customers until they see … Continue reading

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Cater to Customers Desires to Achieve Customer Delight

Customer delight requires understanding your customers needs and desires. Often even your customers don’t understand these well. Businesses that have a deep appreciation for what their customers, and potential customers, desire and that create systems to deliver solutions that delight … Continue reading

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Continually Improving Using a Focus on Delighting Customers

ASQ asked the ASQ influential voices to respond to this question: What is the best way to ensure quality and customer integration grow together? When I first got involved in the quality field that name (quality) seemed to vague for … Continue reading

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Add Constraints to Processes Carefully

Take great care in adding constraints to processes to avoid doing so needlessly. Online you will frequently find forms that have required fields that needn’t be. Certainly if you were designing with focus on what is best for customers those … Continue reading

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Unintended Consequences

Using data to understand your processes and improve them is very useful. But using data often results in unintended consequences. If you don’t have a good understanding on the pressures collecting data will bring to bear on the system you … Continue reading

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Functional Websites are Normally Far Superior to Apps

An email to I just sent to Uber I understand the regular Uber app not having a functional website. Uber Eats not having a functional website is super lame. It strikes me similar to Walmart 15 years ago telling people … Continue reading

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