Software Engineering, Human Resources, Affiliate Marketing, Paid Search Marketing, the Office, Customer Service, the Environment, Product Development, and Medical Billing
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Share on Twitter Share on Google+ Share on Facebook Share on LinkedIn Have you ever pressed the closed button in an elevator? Or, have you played with an office thermostat because you were either too hot or too cold? Or, did you press the “walk” button on the crosswalk this morning? Did it work? If [...]
Share on Twitter Share on Google+ Share on Facebook Share on LinkedIn There are obviously differing strategies and definitions and answers to the question “what is good customer service?” I think in general, the answers fall into three camps: Perfect service in order to prevent a customer service contact. If we did something wrong, then [...]
Share on Twitter Share on Google+ Share on Facebook Share on LinkedIn In previous posts about my recent cruise vacation, I shared about a Poka Yoke Toilet and the Customer Relationship Management at Carnival Cruise. Today, I want to share a little bit about the Kano Model, Animal Towels, and how Carnival Cruise delights the customer. [...]
Share on Twitter Share on Google+ Share on Facebook Share on LinkedIn I went on a carnival cruise recently and was very impressed by it. One of the elements that impressed me the most is that, even though none of the crew had me me or any member of my family, I felt that they [...]
Share on Twitter Share on Google+ Share on Facebook Share on LinkedIn For practitioners of process improvement, we see the world in large part as, well, a bunch of processes. Even things that most people wouldn’t consider a process, is actually a process. For example, think about your purchase decision process – or – the [...]
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How To Be A Human
Six Sigma Workbook For Dummies — The Raffle
Jeff Bezos and Root Cause Analysis
A Mindless Worker is a Happy Worker
The Apple iPhone Supply Chain
The Toyota A3 Report
Ask Mary Poppendieck Anything!
A Lean Case Interview
Batch-and-Queue or Single-Piece Flow
Multi-Tasking Leads to Lower Productivity
queueing theory: part 1
Zero Defects is Wrong Approach
Overmanaged and Underled
Pull Systems, Push Systems: The Paper Airplane Game
Queueing, Disneyland, and FastPass
Operational Excellence is not a Substitute for Effective Leadership or a Good Strategy
Quality and Continuous Improvement; Lean Manufacturing Training and Consulting, Process Improvement, How to Learn Six Sigma, Leadership Development and Coaching, Operations Research and Queueing Theory. Other stuff too.
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