From the category archives:

iphone

Lean Thinking and the Amazon Kindle

by Pete Abilla December 11, 2009

I receive emails from recruiters – frequently.  So, as a favor to them, I am posting a job for your interest: the hiring company is Amazon.com. Below is one job description and contact information, but if you go to the Amazon.com website, there are over 50 open positions looking for people with experience in Lean [...]

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Customer Service and the iPhone

by Pete Abilla March 13, 2009

related update: Jeff Bezos on Root Cause Analysis In some organizations, the Customer Service function is largely viewed as a cost center, draining resources of the firm.  I maintain that this viewpoint is largely false and is one that less mature companies support.  I believe that Customer Service is an accurate litmus test of the [...]

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When Self-Help Does Not Help

by Pete Abilla January 16, 2009

I’d venture to say that most people don’t have a desire to call customer service.  If one ever got lucky enough and passed the Interactive Voice Response (IVR), the customer service representative (CSR) is sometimes not all that helpful (like the time I spoke with Qwest Customer Service).  But, getting passed the IVR — the [...]

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Necessary but Insufficient

by Pete Abilla June 7, 2008

Motorola (MOT), the inventor of Six Sigma, is in big trouble. Even though it invented Six Sigma, this is a clear example that shows how Lean or Six Sigma are not a cure-all for corporate woes, but that good leadership and a winning strategy are key in a competitive world — Lean or Six Sigma [...]

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Reducing Customer Service Contacts

by Pete Abilla May 26, 2008

In some organizations, the Customer Service function is largely viewed as a cost center, draining resources of the firm. I maintain that this perspective is what less mature companies support. More mature companies and, subsequently the more successful ones, understand the strategic fit of Customer Service in the overall value chain and it’s functional role [...]

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