Supermarvelex, Inc. offers an after-sales and maintenance service that is second to none. The trouble is that its customers have to use that service a lot because the products break down so often. Then there's Gizco Inc., which makes great gizmos. Its problem is that the gizmos aren't checked unt...
This dramatic program by international quality expert Dr. Richard Chang shows employees how their personal actions can make a huge difference throughout their entire organization and ultimately in the minds of the customers who benefit from the products or services supplied by their organization.
Staying afloat in the ever-changing sea of corporate competition is no easy task. Expectations have changed, as have the rules and the roles of everyone from Captain to crew.
How would you respond if told that only 25% of the time spent in any given process adds value to your product or service? Rath & Strong's John Guaspari and Edward Hay present a simple, but effective concept-don't spend time on anything that has no value in the eyes of the customer.
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