Tag: Customer Focus
Laughable Customer "Service"
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...
The USPS Should Error Proof This
Express Mail: USPS Says Guaranteed Overnight Isn't Guaranteed. What?
Saw this post on The Consumerist blog about how the United States Postal Service does NOT...
United Adds $25 Fee for 2nd Bag
Yahoo News StoryBy Mike R. Lopez:I saw this story about United Airlines charging customers to check a SECOND bag. Not the fifth or sixth...
Amazon & Putting Customers First
Put Buyers First? What a Concept - New York TimesI'm a huge fan of Amazon (AMZN), having first ordered a "required pre-reading" book from...
A Very Non-Lean ER Experience
Thanks to a Lean Blog reader, Matt, for sending this first-hand account. I'm sorry he (and his wife) had to go through this...
Appointments and Wasting the Customer’s Time
No, I'm not complaining about the old "4 hour window" for service appointments. I ran into a new type of waste this morning.I...
Customer Focus?
Here's some not-so-interesting news that I believe indicates not being focused on the customer and the subsequent focus on waste elimination. Harley-Davidson is changing...
Can You Ignore Your Customers For a Week?
Since I've been moving into "lean healthcare" consulting, I am joining one of the healthcare management societies, analogous to an APICS type organization, I...
