2013-Oct: Operational Excellence by Design eNewsletter

Operational Excellence by DesignSM  Issue: 10 October 2013 “Operational Excellence is a state of readiness that is attained as the efforts throughout the organization reach a state of alignment for achieving its strategies; and where the corporate culture is committed to the continuous and deliberate improvement of company performance AND the circumstances of those who

Customer Focused Continuous Improvement – Beyond Words; Part 2 – Customer Need

We started our discussion on Customer Focus last month with a general discussion about what it means to be ‘customer focused’, and how this term is overused and misunderstood in business.  Everyone claims to be ‘customer focused’, yet customer loyalty is at its lowest point in years, complaints are higher than ever before, and almost