Tag Archives: service failure and recovery

How to ruin a perfectly lovely morning – AGAIN

Four weeks ago I blogged about how it took me nearly two hours to reorder my prescription because my surgery had switched to http://www.patientaccess.com.  Having eventually succeeded in  logging on and placing my order last month, I assumed it would … Continue reading

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

No brainer – customer service starts with the CEO

I love this Forbes story about Geoff Ballotti, CEO of Wyndham Hotels.  First, it emphasises something that is at the core of successful operations management – aligning the organisational culture with the strategic goals of the firm – and the … Continue reading

Posted in Chap 08 Queuing and customers, Chap 09 Quality, Sector: Hospitality & Tourism | Tagged , | Leave a comment