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.
-
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]
-
Value and Dual Positioning
This is a conceptual video presenting an overview of the connection between value creation and... [more]
-
How to Use the Book and Website
A few suggestions by the author about the best way to use the video and the book, depending on where you... [more]
-
Charlie Lanktree, Eggland's Best: Measuring and...
Charlie Lanktree, CEO at Eggland's Best, explains how rigorous inspection and commitment to quality... [more]
-
David Cote, Honeywell: The Importance of Continuous Imp...
David Cote, CEO at Honeywell, explains how continuous improvement must be channeled into the business to... [more]
-
Certification Prep
This episode of ASQ focuses on certificates and certifications for professional development, career... [more]
-
Kaizen, Buy-In and Efficiency
Using Kaizen methods and having a clear solution in mind, Vinay Goyal, Product Stewardship Project Lead,... [more]
-
DMAIC Leads to Cost Reduction, Increased Revenue
This Sime Darby team--2016 ITEA finalist--used DMAIC to reduce costs, waste, and meeting the company's... [more]
-
Jo Ann Jenkins, AARP: Service Quality, the Baldrige...
Jo Ann Jenkins, CEO at AARP, discusses innovative service quality, the process of change, and the... [more]
-
Episode 18: Six Sigma
Six Sigma is a well-known quality method. But like most quality techniques, its use changes and evolves... [more]
-
ASQ TV Episode 1: The Customer Experience
Quality and the customer experience go hand-in-hand. Hear from electronics giant Siemens Industry on how... [more]
-
ASQ TV Episode 2: Culture of Quality
This episode of ASQ TV explores the culture of quality. Brien Palmer, author of Making Change Work,... [more]
-
The How and Why of Auditing
Auditing expert and ASQ fellow Dennis Arter shares tips and advice for auditors and auditees.
-
Standards and Auditing
Learn why ISO 9001:2008, one of the world's best known standards, is being revised. Then hear about the... [more]
-
ASQ TV Episode 3: Recalls and Quality
Recalls can be one of the most challenging aspects of the quality professional's job. In this episode,... [more]
-
Risk Management and Quality
Organizations perceive risk management in three general ways. Carol Fox, Director, Strategic and... [more]
-
ASQ TV Episode 8: Lean
In this episode, learn why less is more! We cover all things lean: What it is and what makes lean... [more]
-
Episode 17: Voice of the Customer
Voice of the customer, or V-O-C, is the ongoing collection of customer needs and expectations-both... [more]
-
Culture of Quality
Culture is the driving force of quality. Creating and sustaining a quality culture are much-discussed... [more]