Managing Customer Value
Joan Friedlander, owner of Lifework Business Partners was my guest on a past Business901 Podcast and we had the opportunity to discuss creating realistic and executable marketing plans for self-employed service business owners and key members of a business team. One of Joan’s specialties is working with Introverts and our conversation extended into using those Read More …
Bob Petruska of Sustain Lean Consulting will be working his magic in his upcoming workshop at the 2014 Jacksonville AME Conference where you can participate and witness the hands-on Pizza Game. Learn the basics of value stream mapping (VSM) and create your own maps with metrics showing the potential benefits. You will gain practical Lean Read More …
We have started a few discussions around the web and formed a Next 7 Tools community group to explore, create, and perfect the next generation of continuous improvement tools. I have offered a few suggestions one being in the blog post, Please Join Us in Evolving The Next Seven Tools. In this post I considered Read More …
Bob Petruska of Sustain Lean Consulting brings 24 years of experience helping a variety of customers including Health Care, Aerospace, Automotive, Food, Office and Service industries improve their performance. He is a consultant, presenter, trainer and author of Gemba Walks for Service Excellence: The Step-by-Step Guide for Identifying Service Delighters. Bob will be working his Read More …
The OODA Loop was a focus of a discussion in a past Business901 Podcast with Dr. Terry Barnhart. It offered some practical applications using the OODA Loop in and outside of rapid deployment. Dr. Barnhart has published a book that mentions the OODA Loop in it. The book is Creating a Lean R&D System: Lean Principles and Read More …
John Goodman has managed more than 1,000 separate customer service studies, including the White House sponsored evaluation of complaint handling practices in government and business and studies of word of mouth and the bottom-line impact of consumer education sponsored by Coca-Cola USA. John’s new book, Customer Experience 3.0: High-Profit Strategies in the Age of Techno Service takes Read More …