Posts Tagged "Customer satisfaction"
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The Process Approach – What’s In It For Me?
John Seddon has been promoting Systems Thinking for years - I've been following him for nearly 30 years now and I've used the Vanguard Method approach to management system design since the early 2000s. A number of Federal Departments in ...
Are Our Measurements Helping Us Understand Customers?
John Seddon (vanguard-method.net Tactics for Getting Started) has been helping companies improve processes for decades. He has improved organizations with 'Systems Thinking' based on Deming's work and the Toyota Production System that Taiichi Ohno created in post WWII Japan. He ...
ISO 10004 – Customer Satisfaction!
ISO 10004 has some fine ideas to get your customer satisfaction activities organized. As we're bombarded more and more with surveys, suffering from survey fatigue to the point where we're saying 'Why bother?' we still need to get some information ...