Managing Customer Value
Are you plugged into your customer? When we look at continuous improvement efforts, we determine what we need to change to create a better process. We emphasize the change needed. Certainly there is a degree of “Check” in our hypothesis and experiments but seldom is that the emphasis of our work. Often, we concentrate on Read More …
In reading Gary Klein’s latest book, Seeing What Others Don’t: The Remarkable Ways We Gain Insights, he discusses a story based on a method called positive psychology. In a nut shell, it says that the therapist would try to make a depressed person less miserable by eliminating their misery. The problem was that when you Read More …
Leon Berg is a founding member of the Ojai Foundation, an educational sanctuary in the Upper Ojai Valley of Southern California. He is a Senior Trainer of the Ojai Foundation’s Center for Council Practice, and has been facilitating Council groups in the U.S. and abroad for over 20 years. In 2001, he went to Israel Read More …
Eric Michrowski says in the podcast, This is where the psychology comes into is, the attitudes and their beliefs of the team member drive the behaviors, and the behaviors drive the results. You can’t hammer in behaviors, you got to start zeroing in on the attitudes and beliefs, and that’s really also linked to employee Read More …
Eric Michrowski is a globally recognized leader in combining Human Performance, Operational Excellence and Process Improvement to drive Business Transformations that achieve substantial shifts in Customer Experience, Operational Reliability, Employee Engagement and Financial Performance. Combining elements of Organizational Development and Change Management, his approach is anchored in over 15 years of hands-on experience in a Read More …
At the ASQ 2013 Service Conference, The Pauleys will be presenting Seizing the Competitive Advantage with Service Quality on Monday, October 7, 2013 at 2:30 – 3:30 p.m. Participants in this fun filled session will learn how to apply the concepts of Dr. Taibi Kahler’s Process Communication Model with their clients in building a positive Read More …