Tag Archives: customer satisfaction

Systemic failure creates significant down time (or how to ruin a perfectly lovely morning)

I have just tried to renew my prescription online.  This should take roughly one minute – find the website, click on a couple of screens, tick two boxes and I’m done.  Not this morning. http://www.patientaccess.com has changed its website (apparently … Continue reading

Posted in Chap 09 Quality, Chap 10 Processes and technology, Sector: Public Services & Charities | Tagged , , , | Leave a comment

Waiter! I’d like my Big Mac medium rare please

I ended my last blog by mentioning that McDonalds UK was offering table service from February this year and right now is running an advertising campaign about it.  I cannot let this pass with just a mention, it deserves a … Continue reading

Posted in Chap 03 Processes and life cycles, Sector: Hospitality & Tourism | Tagged , , | Leave a comment

Differentiating between “regular” and “premium” customers

There are many operations in which there are different classes of customer – such as hotels, hairdressers, and airlines.  This is based usually on how much the customer pays for different levels of service.  In many cases it is not … Continue reading

Posted in Chap 08 Queuing and customers, Sector: Transportation | Tagged , , , | Leave a comment

Manage the customer experience through ‘episodes’

Interesting article from Bain & Co that explains how managing customer ‘episodes’ may be the best way for pharmaceutical companies to improve their performance.  Although it is aimed at pharma, it explains how this approach has already been successfully adopted … Continue reading

Posted in Chap 08 Queuing and customers, Sector: Financial Services, Sector: Manufacturing, Sector: Retail | Tagged | Leave a comment

Starbucks customers are much appier now….

Yesterday’s blog focused on the idea that you do not start with the technology, you start with what it can do for your order winners…. So it is almost unbelievable that Starbucks introduced an app that enabled off-site ordering without … Continue reading

Posted in Chap 03 Processes and life cycles, Chap 08 Queuing and customers, Sector: Hospitality & Tourism | Tagged , , , , , | 1 Comment

It’s not about running a shop, it’s about building a community

I grew up in a shop – at least in the flat over the shop my parents ran.  It was a bit like the shop in the TV sitcom ‘Open All Hours’ – except it was four times the size … Continue reading

Posted in Chap 08 Queuing and customers, Chap 14 Operations strategy, Sector: Retail | Tagged , , , | Leave a comment

Are smiley faces better than questions?

Long time followers of this blog will know that I am somewhat sceptical about the value, validity and reliability of customer satisfaction surveys.  David Eisen, in this blog on on the hotel management.net website, shares some of my concerns.  However … Continue reading

Posted in Chap 02 Winning Customers, Sector: Hospitality & Tourism | Tagged , | Leave a comment

Process improvement in P & O Ferries

This video on the OEE Consulting webpage explains how P & O series went about improving their customer experience in their food court.  This company features as the end of chapter case in chapter 8, which can be read in … Continue reading

Posted in Chap 03 Processes and life cycles, Chap 09 Quality, Chap 10 Processes and technology, Sector: Hospitality & Tourism | Tagged , , , | Leave a comment

Quality management at John Deere combines

This promo video gives great insight into how quality is managed in the John Deere factory, with examples of quality inspection, quality assurance, and continuous improvement.

Posted in Chap 09 Quality | Tagged , , , | Leave a comment

Social media and customer service

I do not often do this, but this blog is about another aspect of Wyndham Hotels’ approach to customer service, from the same Forbes story posted yesterday.  It’s worth separating out from yesterday’s blog because it deals with a very … Continue reading

Posted in Chap 09 Quality, Sector: Hospitality & Tourism | Tagged , | Leave a comment