Tag: Customer Focus

The USPS Should Error Proof This

2
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

15
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

6
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

9
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

0
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?

5
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?

1
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...