Category Archives: Service

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Balancing Customer Satisfaction and Productivity

Your staff members complain about having too much work, the proportion of people on short-term sick-leave is consistently above average and the turnover rate is disturbingly high. However, comparing takt time and processing time does not show to any obvious issue. So, what is the problem?

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Do You Have a Clear Line-of-Sight?

Building a dashboard is a project itself. The ongoing review and adjustment is as important as changing strategy or processes. Reading business indicators is a management task. Using dashboards combined with effective process management and improvement interventions ensures the organisation’s continuous renewal.

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Why Competency Framework? Isn’t SOP enough?

Competency Profiling Spending some days in Nanjing, the former capital of China, is enjoyable. People are nice, work is fun, food is outstanding and my hotel is awesome. Nowadays, the service in most hotels in China is world class. Monday morning I make my way to the restaurant, expecting my usual sumptuous breakfast. I am […]

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Everyday Innovation

Waiting for the next “great innovative product idea” may never get you one step closer to a  higher level of customer satisfaction, more revenue and consistent business growth. Instilling an innovative mind-set facilitated by some simple creativity tools that are supported by empowerment does. Innovate – every day.

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Six Sigma In The Bloodstream

You will know when Six Sigma is finally part of your organisation’s bloodstream because it will no longer be necessary to talk about it. Six Sigma will be part of the culture. When done well, Six Sigma has the ability to create a truly customer focused workforce – and organisation. One that is profitable.

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Anatomy of Success in Lean Application for the Service Sector

Lean application outside of the manufacturing sector is frequently met with scepticism. Oft cited reasons are that service providers do not ‘manufacture’ anything and that there is no ‘production line’ to speak of physically. All that is seen are desks, chairs, phones and computers.

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Complaints – The Tip of the Iceberg

“Voice of the Customer” – VOC in short – is a key topic in all kind of customer service, TQM or Lean Six Sigma training and related project work. There are two main categories for VOC data, reactive and proactive. Proactive data is collected with methods like focus groups, interviews, observations, surveys or test customers, […]

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Seven Habits … – Habit 2: Moment of Truth

The Moment of Truth is the short time frame when a customer experiences the product or service that many people have prepared often over many months. It is the moment when a small, often unintentional mishap has the huge potential to spoil the result of hard work by others in the organisation behind the scenes. […]

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What You Measure is What You Get

Developing a compelling vision and mission statement as well as a sound strategy is vital for any organisation. Equally important is the translation of the strategy into the day-to-day business. This step becomes even more critical for multi-national companies with their need for regional adaptation and alignment with corporate at the same time. So, how do we make sure […]

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Seven Habits … – Habit 1: VOC

Ting is a sophisticated traditional Chinese character that exemplifies the most important activity related to customer service in an impressive way: Listening. The old Chinese already knew that by listening you open your ears (not the mouth), you treat the speaker as a king, focus wholeheartedly with 100% attention.

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