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What is Good Customer Service

by Pete Abilla on November 17, 2011

customer service strategy, amazon, jeff bezos, lean six sigma
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Pin itThere 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 please contact us and we’ll make it right. Contact us for [...]

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Why Use an Inventory Management System

by Pete Abilla on November 16, 2011

inventory management system, why use inventory management system
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Pin itWe’re pleased to have Robert Lockard step in with a guest post and share his thoughts on the reasons why organization might want to consider an Inventory Management System. He explains why small businesses that require seamless integration with quickbooks should consider an Inventory Management System and the benefits of having an Inventory Management [...]

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Toyota Venza Recall: Quality Safety Advisory Board

by Pete Abilla on November 15, 2011

toyota venza recall, crankshaft, quality defects
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Pin itAfter a disappointing earnings call where Toyota’s profit dropped by 18%, Toyota announces that they will be recalling 420,000 vehicles because of a crankshaft problem. Specifically, The safety recall to replace the crankshaft pulley on the V-6 engine affects 283,200 Toyota and 137,000 Lexus vehicles in the U.S., the company said. Worldwide it covers [...]

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Taiichi Ohno: Do Not Act Spoiled

by Pete Abilla on November 14, 2011

taiichi ohno, leadership, do not act spoiled
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Pin itContinuing my review of Wakamatsu’s book on Taiichi Ohno, today we’ll explore his views on Urgency and how to prevent acting spoiled or how to prevent spoiling your workers. In other words, how to instill a continuous improvement mindset in your workforce. To read my reviews of Wakamatsu’s book on Taiichi Ohno, please visit [...]

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Carnival Cruise Reviews: Delight the Customer

by Pete Abilla on November 10, 2011

carnival cruise reviews, animal towels
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Pin itIn 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. The Kano Model attempts to explain the basic fundamental features required [...]

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No Skateboarding Sign: A Poka Yoke Approach

by Pete Abilla on November 9, 2011

no skateboarding sign, poka yoke
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Pin itWe know that a Poka-Yoke approach is a much more effective approach to preventing mistakes and errors. But, sometimes, we see the approach of providing a “do not” sign only, which by itself, is not effective. But, coupled with a process or system that prevents the human from making mistakes or the error from [...]

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Dry Cleaner Diaries: Lost and Found Defect Display Board

by Pete Abilla on November 8, 2011

laundromat for sale, defect display chart, defect display board
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Pin itLet me say at the outset that all growing up, I had always equated a laundromat with the dry cleaners. But, apparently, they are different things. But, I’m just going to continue to pretend they are the same thing, mainly because it’s easier for me to remember and that my interaction with either a [...]

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Aquarium Filter: Pareto by Filter Type

by Pete Abilla on November 7, 2011

aquarium filter, aquarium supplies, pareto chart
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Pin itWe have an aquarium with a bunch of fish. In truth, my only involvement with our fish is when I have to clean the aquarium or when I need to buy aquarium supplies. Other than that, I don’t really pay much attention to the fish. Though, listening to the bubbles late at night while [...]

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