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Who Should You Listen to When the Going Gets Tough?

15 September, 2012 by Annette Franz (Gleneicki) 4 Comments

Voice of the customer

Guest post by Annette Franz Gleneicki: Is your organization in the midst of turmoil? Are you wading through major changes? If you answered “Yes”, then I have two more questions for you: Before these changes, were you collecting feedback from your customers? Are you still listening to the voice of the customer? When I speak […]

Filed Under: Blog, Wild Cards Tagged With: customer focus, customer surveys, voice of the customer

10 Things You Really Should Know if You Run an Operation

6 June, 2012 by James Lawther 2 Comments

The Pamphlet

I am now a published author That is not strictly accurate, but why let the truth get in the way of a good story? Let me try again I have written an e-book; well it is more of an e-pamphlet It is available at all good book stores; well OK it is self published and is only […]

Filed Under: Blog, Tools & Techniques, Wild Cards Tagged With: clarity, communication, continuous improvement, cost saving, customer focus, error proofing, fessing up, measurement, purpose, waste

Lessons From The Corner Shop

17 March, 2012 by James Lawther 3 Comments

Customer service in the corner shop

Yesterday I went into a corner shop to buy a newspaper.  The woman standing at the counter was muti tasking, talking on her mobile phone whilst, at the same time, chewing gum.  When I went to pay she didn’t look me in the eye, she just stuck out her hand and took my money She […]

Filed Under: Blog, Employee Engagement Tagged With: cost of poor quality, customer focus, poor service

Man versus Machine

26 November, 2011 by James Lawther 6 Comments

The cost argument: Asking a man to do something that a machine could do better is a waste of time and money. Why would you ask somebody to do the dishes when a dish washer could do it? Why would you ask somebody to add up rows of figures when a spread sheet could do […]

Filed Under: Blog, Process Improvement Tagged With: automation, customer focus

What Happened to Sears Quality and Service?

15 November, 2011 by Jim Reardan 1 Comment

Washing Machine Battlefield

As a Baby Boomer, I grew up in a generation where the Sears brand name stood for quality, integrity, reliability, and superior customer service.  Among the many products Sears sold, its Kenmore appliances have long enjoyed a solid reputation.  I remember how happy my Mom was the day my Dad bought her her first Kenmore […]

Filed Under: Blog, Employee Engagement Tagged With: customer focus, service differentiation, strategy

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