Managing Customer Value
Do you need a fresh perspective on how to apply Gemba Walks? For starters, are you visiting the areas where your service interacts directly with the customer? Are you looking to identify new service delighters and make a lasting positive impression on customers? Bob Petruska of Sustain Lean Consulting has written a new book, Gemba Read More …
My guest on the Business901 Podcast was Tricia Bhattacharya. She authored the Guide to Operational Excellence that Xerox makes available to their print customers. It introduces a five-step plan to help in-plants remove waste like overproduction and idle time. The five steps are: understand the goal, measure the current state, analyze data, develop a plan, Read More …
This week I attended the AME Conference held in Covington, KY. I have to say it was one of the best conferences that I have attended in a long time, with a great mix of workshops, seminars and plant tours. They also paid particular attention to their vendors making sure all their needs were met. Read More …
This particular document covers Operational Excellence and how one would get started. Robert Stapp of OP-EX Direct Results was in the hot seat answering the questions. An excerpt from the transcript: “It’s when you decide that you want to move from being a good company to a great company. That’s when you say to yourself: “OK. Read More …
Enclosed are my notes from the Duct Tape Marketing Coaches Excellence Series broadcast today with David Meerman Scott, author of the New Rules of PR. He has just published a new book, Tuned In. But first read what he had to say: Public Relations is defined as how your organization deals with the public. Can Read More …
Clear, Concise and to the point, Check out the Coaching Excellence Series, worth your time.