What’s This ‘Cost Of Quality’ Thing?
Now that you’re getting ready for Virtual Audits, it’s time to look into the ‘Cost of Quality’ concept. All the …
Customer focus
The Process Approach – What’s In It For Me?
John Seddon has been promoting Systems Thinking for years – I’ve been following him for nearly 30 years now and …
Are Our Measurements Helping Us Understand Customers?
John Seddon (vanguard-method.net Tactics for Getting Started) has been helping companies improve processes for decades. He has improved organizations with …
Are Our Measurements Helping Us Understand Customers? Read More »
ISO 10004 – Customer Satisfaction!
ISO 10004 has some fine ideas to get your customer satisfaction activities organized. As we’re bombarded more and more with …
Are We Out of Context?
In Clause 4 of ISO Standards using the High Level Structure (HLS) you’ll see that we’re required to identify ‘internal …
Customer Data – Now What??
The last two posts got us on the road to ‘understanding customers better’. By the time we’ve gathered information on …
I Can’t Get No…Customer Satisfaction!!!
Last Post until January 8th, 2020!! ISO 10004 has some ideas for us on how to go about getting a …
ISO 10004 – Customer Satisfaction
The challenge of determining Customer Satisfaction continues. With all the available technology, we haven’t made much headway, really. Requirements = …
The Customer Communication Crisis!
Without doubt, our customers need to be the focus of our efforts. You’ll find that the word ‘customer’ appears 88 …
Structure Your Continual Improvement
For years we’ve had to demonstrate that we’ve improved the effectiveness of our management systems. It’s a great money-maker for …