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Atricle Dump - Why Quality Assurance is Not Enough
Over 90% of companies run some type of background check on their job applicants. Pre-employment screening can be expensive and time-consuming, but most companies feel it is an essential part of the hiring process.Here are the top five reasons why a com
Key Learning Point
You must always
We live in an information rich age. Businesses everywhere are looking for content all of the time – content for e-zines, articles, blogs, websites and teleconferences. Teleconferences are telephone conferences where customers dial into a bridge l
Doesn’t the systematic effort to reduce waste, improve yields and streamline processes lead to better service, higher profits and more loyal customers?
The answer is ‘not necessarily’. Here’s why:
Quality Assurance (QA) efforts such as ISO Certification, Six Sigma Quality Control and 10X Cycle-Time Reduction can lead to greater consistency, lower costs and higher speed. But these programs alone will not keep your finger on the ever-changing pulse of your customers’ interests, hopes, needs, fears and feelings.
QA leads to greater predictability and higher standards. That’s important!
But customers are human. And humans are intrigued by creativity, appreciation, personal touch, extra-mile efforts and surprise. That’s important, too.
To win with customers in today’s competitive world, you need both.
You’ve got to work on both continuously. You’ve got to be on time, and turned on. You’ve got to be accurate, and passionate. You’ve got to meet standards, and exceed expectations. You’ve got to please your customer, and sometimes tease your customer.
Key Learning Point
You must always
Life, and change management, and people’s behaviors, are not linear. Excuse my language – I’m assuming the reader’s understanding of mathematics is similar to mine, which is that I just about get it, and I’m ready to go back to the textbooks if necessary. So d
The answer is ‘not necessarily’. Here’s why:
Quality Assurance (QA) efforts such as ISO Certification, Six Sigma Quality Control and 10X Cycle-Time Reduction can lead to greater consistency, lower costs and higher speed. But these programs alone will not keep your finger on the ever-changing pulse of your customers’ interests, hopes, needs, fears and feelings.
QA leads to greater predictability and higher standards. That’s important!
But customers are human. And humans are intrigued by creativity, appreciation, personal touch, extra-mile efforts and surprise. That’s important, too.
To win with customers in today’s competitive world, you need both.
You’ve got to work on both continuously. You’ve got to be on time, and turned on. You’ve got to be accurate, and passionate. You’ve got to meet standards, and exceed expectations. You’ve got to please your customer, and sometimes tease your customer.
Key Learning Point
You must always
Your brand is your promise of value. It is often said that good brands have three primary characteristics: they are authentic, consistent, and differentiated. Of the three characteristics, staying consistent may be the hardest thing to do.The challenge
QA leads to greater predictability and higher standards. That’s important!
But customers are human. And humans are intrigued by creativity, appreciation, personal touch, extra-mile efforts and surprise. That’s important, too.
To win with customers in today’s competitive world, you need both.
You’ve got to work on both continuously. You’ve got to be on time, and turned on. You’ve got to be accurate, and passionate. You’ve got to meet standards, and exceed expectations. You’ve got to please your customer, and sometimes tease your customer.
Key Learning Point
You must always
If you’ve been looking for a job for any length of time, you’ll notice there are many out there beyond your level of expertise. Why is that? Is it because of your education? Your lack of experience? If you want to move ahead in your career, sometimes you need
To win with customers in today’s competitive world, you need both.
You’ve got to work on both continuously. You’ve got to be on time, and turned on. You’ve got to be accurate, and passionate. You’ve got to meet standards, and exceed expectations. You’ve got to please your customer, and sometimes tease your customer.
Key Learning Point
You must always
At the age of 36, Michael Abrashoff was selected to become Commander of the USS Benfold – at the time, the most junior commanding officer in the Pacific Fleet. The immediate challenges that faced him were staggering: Exceptionally low morale with unacceptably
Key Learning Point
You must always improve your systems, methods, standards and procedures. But you must also cultivate the human qualities of intimacy, connection, caring, personality and style. Yes, squeeze those defects out the door, but keep the window open! Let your humanity come shining in.
Action Steps
Review the active improvement efforts at your organization. You should have ongoing QA programs featuring hard statistics, real experiments and rigorous workflow mapping. At the same time, you must have ‘soft skills’ programs to improve listening, personal communication, cultural respect, ethics, responsibility, recovery, service mindset and customer delight. Make sure you have a healthy mix of both for the success of your business, your employees and your customers.
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