"Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong." – Donald Porter – V.P., British Airways I recently had an exceptional customer service experience. I had to take my car into my local dealer for repairs and the job was not done quite right. The technician [...]
"Productivity is never an accident. It is always the result of a commitment to excellence, intelligent planning, and focused effort." – Paul J. Meyer The economic news has been so bad for so long, it’s hard to believe that any business is doing well these days. And yet, there are companies that have not only [...]
"Accountability breeds response-ability." – Stephen R. Covey The importance of strategic planning is a frequent topic of these articles because it’s essential to business success. Especially in challenging economic times such as the past year, the businesses that are driven by a strong strategic plan are the businesses that not only survive, but thrive. I’ve [...]
"Price is what you pay. Value is what you get." – Warren Buffett In these economically challenged times when customers are watching every penny, smart business leaders step back and look at their products or services through the eyes of the consumer. Part of this assessment is to determine what value their products or services [...]
"Good leaders make people feel that they're at the very heart of things, not at the periphery. Everyone feels that he or she makes a difference to the success of the organization. When that happens people feel centered and that gives their work meaning." – Warren G. Bennis Today’s economy threatens businesses of all sizes [...]
“Enjoying success requires the ability to adapt. Only by being open to change will you have a true opportunity to get the most from your talent.” – Nolan Ryan Smith Manufacturing is an 40-year-old manufacturing company that is deep into its second generation of ownership. They have a solid product, excellent service and a very [...]
Attempting to implement lean manufacturing principles without investigating whether the organization's structure, culture and design can and will support them is much like throwing grass seed on hard-pan soil; you may get some growth but the roots will not sink deeply and the lawn will not be lush. Not only that but you will need [...]