The Power of Complex Services: Foster, Use, and Abuse: Part 3 - Some Ingredients in the Recipe for the Memorable Customer Experience
Without a profound shared understanding of the nature of value in our business and of the different demands it makes on our experts, our processes and performance will evolve randomly, as a result of actions made on the spur of the moment by a host of uncoordinated experts. CEO should stands for Chief Emotions Owner – meaning the emotions of the customer, and those of the employee. Nevertheless, as client, we must always assume the primary responsibility for results, that is, we are managing our way through the information flows and branching points of the service maze.
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The Power of Complex Services: Foster, Use, and Abuse:...
Examples discussed here include the doctor’s office, the surgical block, Shouldice hospitals, the Apgar... [more]
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Value and Dual Positioning
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How to Use the Book and Website
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Smart Manufacturing and the Future of Technology in Man...
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Standards and Auditing
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Using Surveys to Predict Customer Loyalty
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Customer Journey Maps
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Voice of the Customer: Connecting Through Emotion and Q...
In this episode, Lisa Custer, principal, Firefly Consulting, explains the multiple uses of a customer... [more]
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Selecting an ISO 9001 Registrar and Consultant
Quality Progress author Govind Ramu, who is also the chair of the U.S. Technical Advisory Group to... [more]
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You Deliver a Service
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Episode 18: Six Sigma
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ASQ TV Episode 1: The Customer Experience
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The How and Why of Auditing
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ASQ TV Episode 2: Culture of Quality
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Standards and Auditing
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ASQ TV Episode 3: Recalls and Quality
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Risk Management and Quality
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Culture of Quality
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ASQ TV Episode 8: Lean
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Episode 17: Voice of the Customer
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