Innovation

How can you delight employees, society and mother earth?

How can you delight employees, society and mother earth?

The most actionable definition of Quality is ‘Fitness for Use’. Such Quality can result in more than customer satisfaction  …. something similar to customer ecstasy / delight. It should earn a “WOW” from your customers! Customer delight happens when we offer the right product / […]

Save your Branding, with Best2Next Practices

Save your Branding, with Best2Next Practices

In our turbocharged e-commercial world, branding has suddenly snatched centre stage. Riding piggy back on branding are best practices that deliver effective results, efficiently. I am a quality management professional. Amongst other skills, I know how to harvest best practices in an organization. I also […]

Who is the hidden customer?

Who is the hidden customer?

Repost: This blog was originally posted on 30 September 2015 Quality is about delighting your customer. Delighting through product and service features that satisfy the customer; as well as that are delivered to the customer without deficiencies. But hold your breath. The definition of customer […]

BENCHMARKING: Uncovering Innovative Practices

BENCHMARKING: Uncovering Innovative Practices

Benchmarking is the search for industry best practices that lead to superior performance… Dr Robert Camp Benchmarking uncovers innovative practices that deliver superior performance. So the trigger is superior performance. Benchmark performance. Over 80% of managerial practices in any organization are generic. They deliver Results […]

Who is the Hidden Customer?

Quality is about delighting your customer. Delighting through product and service features that satisfy the customer; as well as that are delivered to the customer without deficiencies. But hold your breath. The definition of customer has evolved over the past three decades. The definition now […]

Performance Excellence: Harness the Creativity Resident in your People

Old School of Thought Once upon a time (about a decade ago) only a few people in an organization were considered to be creative. Also, it was believed that breakthrough ideas were needed only in strategic business areas. As a practice, engineers were routinely brought […]