Small Companies LIkely to Provide Good Customer Service?

I saw the results of a Harris Interactive online poll, which said only 3.6% of respondents thought “large companies” are “most likely to have good customer service.”

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Why is that people feel that way? From a lean or TQM perspective why should this be? It seems that large companies should have the resources and processes in place to have good customer service. Does management in a large company lose site of customer service to manage the numbers and investors? Are large company employees feeling so “blah” (because of uninspiring leadership) that they don’t feel motivated to take care of customers?

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Mark Graban's passion is creating a better, safer, more cost effective healthcare system for patients and better workplaces for all. Mark is a consultant, author, and speaker in the "Lean healthcare" methodology. He is author of the Shingo Award-winning books Lean Hospitals and Healthcare Kaizen, as well as The Executive Guide to Healthcare Kaizen. His most recent project is an book titled Practicing Lean that benefits the Louise H. Batz Patient Safety Foundation, where Mark is a board member. Mark is also the VP of Improvement & Innovation Services for the technology company KaiNexus.

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