Tag: Customer Focus

‘Takt Time’ for Apple’s App Store and for Healthcare

3
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...

LeanBlog Podcast #73 – Doug Burgess, Xerox

0
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...

Toyota Leadership Right From Akio Toyoda

7
Afternoon post planned for today -- initial reflections on my reader survey. Thanks to those of you who gave your feedback. Come back or...

Signs of Hope for Customer Focus in a Down Economy?

4
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...

Observations from One End of the Hospital

2
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?...

Customer Intimacy = Safety from Salmonella?

0
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...

Toyota Keeps its Eyes on the Customer

0
by Dan MarkovitzIn a refreshing change of pace for the auto industry, Akio Toyoda, who was just named as the new president of Toyota,...

In Customer Service, Apologizing Does NOT Get to the Root Cause

9
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...

Pizza Hut Found a Root Cause?

2
No, this is not about the root cause of mediocre "pizza." I got an email from Pizza Hut, which is strange, since I can't...

Adventures in Customer Service, Looking for "Lean Solutions"

5
I was a big fan of the book Lean Solutions: How Companies and Customers Can Create Value and Wealth Together, but I'm not...

Seth Godin sounds like Lean Solutions

0
Seth's Blog: Learning from frustrationOnce again, Seth Godin intersects with the concepts of the book Lean Solutions: How Companies and Customers Can Create...

Laughable Customer "Service"

3
I know this falls squarely into the "must be a nice life if this is what you have to complain about" category, but I'll...