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.”
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
Mark Graban is an internationally-recognized consultant, author, and professional speaker who has worked in healthcare, manufacturing, and startups. His latest book is Measures of Success: React Less, Lead Better, Improve More. He is author of the Shingo Award-winning books Lean Hospitals and Healthcare Kaizen, as well as The Executive Guide to Healthcare Kaizen. He also published the anthology Practicing Lean that benefits the Louise H. Batz Patient Safety Foundation, where Mark is a board member. Mark is also a Senior Advisor to the technology company KaiNexus.