Managing Customer Value
After reviewing the new edition of Juran’s Quality Handbook: The Complete Guide to Performance Excellence 6/e, I wondered why companies hold the entire company to such a high quality standard but leave Sales and Marketing off the hook. Technological measures of quality has existed on shop floors for many years, but measures of quality have Read More …
The sales and marketing structure has drastically changed. The typical structure still used by many is when competition was not as great and technology was not the force that it is today. Most of the time sales and marketing sold solutions without every defining the customers problem. The typical sales forecast was derived on increasing Read More …
Why do we need to use a continuous improvement methodology? Look how Dave Snowden of Cognitive Edge describes creativity and innovation: Starvation, Pressure, Perspective Shift However, when you have a passion for a project, look at Michael McDaniel , a senior designer at frog design. Prior to joining frog design in 2008 as a Senior Read More …
Professor Ikujiro Nonaka in the book, The Knowledge-Creating Company: How Japanese Companies Create the Dynamics of Innovation proposed that organizational knowledge is created through a cycle of continuous social interaction of tacit and explicit knowledge involving four modes of knowledge conversion: Socialization, Externalization, Combination and Internalization. The cycle is a spiral one as each pass Read More …
Jim (“Cope”) Coplien was my guest on the Business901 podcast. We discussed his new book,Lean Architecture: for Agile Software Development but I found Cope’s view on Lean and Agile quite interesting. His knowledge of the subject goes far beyond the software practices that he writes about. Whether you are in IT or not, I think Read More …
Francois Gossieaux, co-author of The Hyper-Social Organization: Eclipse Your Competition by Leveraging Social Media was stopped in the hallway for this quick interview and discussed customer service as being the only true differentiator left, unless your Apple! Francois happens to be an upcoming guest on the Business901 Podcast. The book is an enjoyable read and Read More …