Managing Customer Value
One of the mistakes, I think, that sales people have is thinking that they have to have answers. My thought is that I would rather have a salesperson that pulls my organization into the unknown. If that happens, we are asking the right questions. Mario Andretti: “If everything’s under control, you’re going to slow.” You Read More …
Why don’t we hear about the emotional engineering discipline of Kansei? Why is that? As Design Thinking and Service Design have moved to the forefront in many organizations, we seem to have forgotten about this method. It is so unfamiliar, that I feel a need to define it first: Kansei is a Japanese term with Read More …
I have always believed that history was important. And if you are in the quality field or more specifically a Lean Six Sigma person it is hard to believe that “X” is not important to you. Why is ‘x’ the symbol for an unknown? In this short and funny talk, Terry Moore gives the surprising Read More …