Top

Archive | Customer Process

Should Processes Trump Customer Loyalty?

Blog post by on March 21, 2014 Editor's Pick

Over the last 20 years, there has been a huge push on process improvement.  There was the TQM (Total Quality Management) mantra, which preached a stifling discipline of striving for perfection.  Then the Lean movement, which was all about streamlining processes …

The Ideal Container is No Container

Blog post by on March 11, 2014

Ideal Marketing is No Marketing Ideal Sales is No Sales What is Ideality? As defined in the book, Systematic Innovation: An Introduction to TRIZ (Theory of Inventive Problem Solving) co-authored by John Terninko: Ideality is defined at …

Improvement should be based on the Customer View of Value

Blog post by on March 9, 2014

My discussion with Mike Bremer,President of The Cumberland Group focused on understanding what really drives and sustains improvement. Mike had some great perspectives and I have included just one of them below. The entire transcript and podcast …

Why Are Fire Engines Red?

Blog post by on March 1, 2014

Image courtesy of freefotouk Do you know why fire engines are red?When I was a kid, my siblings, cousins, and I used to have fun tripping up on the answer to this riddle (or anti-joke, as it’s …

Making a Process Perform Worse…by Improving It

Blog post by on February 25, 2014 Editor's Pick

Anyone even tangentially involved with the process improvement world has heard how Business Process Re-engineering went from the darling of the 90′s to the joke of the new millennium. But, do we really understand why? Here is …

In Service, A Clear Process Matters

Blog post by on February 23, 2014

Besides having a clear brand promise we need a clear process for staff to be able to engage effectively with customers. Processes and Standards enables your staff to make decisions. It enables flexibility and/or agility in handling …

Theory of Constraints = Buffer Management

Blog post by on February 23, 2014

Dr. Eli Goldratt, founder of the Theory of Constraints, said Reaching The Goal: How Managers Improve a Services Business Using Goldratt’s Theory of Constraints was one of the best books ever written on TOC. It was published …