For Problem Solving there is a universal sequence of events by which we break out of old levels of performance into new ones. The details of this sequence are important. More significantly, the Breakthrough Chain engages the left- and right-brain. The starting point is a …
Why do organizations endure a high break-even point? Because they have an abundance of wasteful costs factored in their fixed costs. These wasteful costs are known as Cost Of Poor Quality (COPQ). If every item of work were performed correctly on each occasion, there would …
What is the job of a Manager? The job of a manager is to solve problems. Is it a full time job? Yes….. Because we work in organizations that have legitimized poor quality of products and processes. Products include goods and services…….Processes include manufacturing and …
The most actionable definition of Quality is ‘Fitness for Use’. Such Quality should result in more than Customer Satisfaction …. something similar to Customer Ecstasy / Delight. It should earn a “WOW” from your customer! Customer Delight happens when we offer the Right Product / …
I was the lead faculty at a two-day executive briefing on Understanding the IMC RBNQA Criteria. There were approximately 100 participants from a rainbow of organizations, each very keen to understand the principles of business excellence underlying the criteria. Here are some of the key …
“…it will not suffice to have customers that are merely satisfied. Satisfied customers switch, for no good reason, just to try something else. Why not? Profit and growth come from customers that can boast about your product or service – the loyal customer. He requires …
