Business Process Improvement

Every successful business engages in analyzing, evaluating, and improving the processes that constitute the organizations value stream(s), either for the purpose of driving out unnecessary costs or for the purpose of improving the effectiveness of … [Read more...]

Providing Outstanding Value

Every once in a while we run into an incredible value delivery situation and feel compelled to comment. I just had such an experience with a supplier of color printer supplies. These folks obviously know what the critical to quality factors are for … [Read more...]

Leveraging Voice of the Customer

I came across an interesting question at the Customer Management IQ site today that should be of interest to any executive or manager responsible for voice of the customer at their organization. The questioner wanted to know how to leverage her VOC, … [Read more...]