Category "Customer focus"

There are 13 results found

The Customer Communication Crisis!

  Without doubt, our customers need to be the focus of our efforts. You’ll find that the word ‘customer’ appears 88 times in ISO 9001:2015. Some of the places it  appears are in the ‘General’ section, Quality Management Principles, the […]

Structure Your Continual Improvement

For years we’ve had to demonstrate that we’ve improved the effectiveness of our management systems. It’s a great money-maker for the Private Sector and improving a management system helps the Public Sector work within their budgets. Easy words to say; […]

Celebrate Your Way to Success!

People aren’t you best asset, engaged people who are excited about working in your organization are your best asset. Not only that, celebrating small wins and big wins can help meet some ISO requirements – Leadership (5.1.1 h), Customer focus […]

The Power of Recognition

You can show recognition to your folks without spending any money! Bob Nelson has some great ideas in the latest version of his book 1001 Ways to Reward Employees.  Rebecca Boyle of the Empire of America Federal Saving Bank points […]

Give Me What I Want!

In 1980, The American Council of Retailers did some research on why people stopped doing business with various organizations. Here’s what they found in 1980: 64% left because they felt ignored 12% left because they were treated badly (that’s our […]

Customers: People Who Help You Beat Your Competition

This is a phrase from one of my favourite practitioners, John Seddon. He’s expressed the importance of customer satisfaction in a way that really drives it home for most people. In the 80s I was working for a retail chain […]

What’s your ‘Purpose’?

John Seddon has been a Systems builder since the 80s. He bases his work on the genius of Taiichi Ohno – The Toyota Production System – Beyond Large-Scale Production. Seddon has been successful adapting Ohno’s TPS approach but using it […]

Don’t Waste My Time!

James P. Womack identifies this as a place to improve in Lean Solutions with Daniel Jones. We don’t want to lose customers by keeping them waiting. Consider this: “If we had to pay our customers for the time they wait to […]

Are People Your Problem?

John Seddon in Freedom From Command and Control identified three things that employees need to get the results you’re looking for:1. Clear Instructions and purpose – what does the ‘right result’ look like?2. Methods that work and make sense3. The […]

A New Twist on PDCA

John Seddon, Vanguard Consulting, released a great book called ‘Freedom From Command and Control’. There are plenty of great ideas in there, and I enjoy sharing them with you! Seddon started applying the ‘Toyota Production System’ to the service industry […]