Mark Graban's leanblog.org - Lean Healthcare, Lean Hospitals, Healthcare Kaizen, Lean Thinking, Lean Manufacturing, Toyota Production System

Want to complain about Dell? Forget it

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The Register

This isn't really a “lean” story, but the idea of customer focus strikes me here. As a company, how do you handle things when customers can so openly communicate with each other on the internet? Customers were complaining about Dell on a webpage paid for by Dell and hosted on Dell's own servers.

Dell cut off that message board. Isn't that genie already out of the bottle though? Won't another non-Dell-sponsored message board pop up?

Rather than cutting off the information, shouldn't Dell focus instead on improving quality and improving their processes that frustrate people? Dell says they want customers to communicate directly with them, instead of using the message boards. But many people will give up while waiting on hold.

Dell is probably losing a potentially priceless source of customer feedback here.

Does Toyota have a similar online complaint board, either sponsored or independent? Should they? What do you think? Click comments to participate.

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Mark Graban is an internationally-recognized consultant, author, and speaker who has worked in healthcare, manufacturing, and startups. 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 book is an anthology 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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