Tag: Customer Focus

It's sort of cliche' to complain about long lines at the U.S. Post Office , along with generally surly or disinterested employees. My buddy John...

The other day, I had a DirecTV service tech coming to the house to make a repair (their customer service has been FAR better...

If your goal is long wait times and frustrated customers, design your system for 100% utilization. Whether it's airlines, call centers, or healthcare, the...

Article Link: "Shorter hospital stays through better coordination" Is Lean a global phenomenon, or what? Here is a story from a Korean news website (in...

Sunday, I read this New York Times article about Apple's "App Store" for the iPhone and iPod Touch (I've been a pretty happy iPhone...

Episode #73 is a conversation with Doug Burgess, Senior VP of Corporate Lean Six Sigma for Xerox. We talk about the Lean Six Sigma approach...

Afternoon post planned for today -- initial reflections on my reader survey. Thanks to those of you who gave your feedback. Come back or...

Companies Strive Harder to Please Customers - WSJ.comLean is a customer-focused business and organizational strategy. Many companies, unfortunately, use a downturn as an excuse...

Lean Leap to Health Care #7 (click for Part #6) by Scott McDuffee "Where is the main entrance? Why do I follow the signs to HERE?...

I'm not one, generally, to worry about consumer privacy with stores and them tracking my purchases. I like that amazon.com keeps a record of...

by Dan MarkovitzIn a refreshing change of pace for the auto industry, Akio Toyoda, who was just named as the new president of Toyota,...

Making the Most Of Customer Complaints - WSJ.com: Here's a good article from the WSJ about customer focus and quality improvement: "All too often, companies have...