Continuous Improvement For Customer Experience
by Chris Echevarria Last month I addressed the fact that not every customer visit, engagement or contact will go smoothly. While you, your staff, and all the stakeholders involved, may like this to happen and bosses may think this is always possible, we’re dealing with human beings and circumstances that don’t always read from the same […]
Some Video Aids To Achieve Success On Your Lean Journey
By Terry Rayner Lean is incredibly simple; however, it requires passion and perseverance. If you are starting out on a lean journey I would suggest that you get your entire company together and tell then why you are implementing Lean and the benefits that Lean will bring. The web is a great place to find support […]
Bringing Standard Work to Your SOP
By Terry Rayner Most of us are familiar with SOP’s (Standard Operating Procedures), however, most of the time these were written by either management or a consultant explaining the way to run a piece of equipment or to perform a task. Then issued to the employees with expectation that they would follow them and all would […]
Achieve Your 2014 Goals By Using Lean Thinking
By Terry Rayner The more I read and learn and think about using Lean Thinking, the more I realize that it is not just a continuous improvement program. “Lean is a business Strategy and unless used in this many will ultimately fail whenever used!” To use Lean Thinking effectively there must be a goal – a […]
ASK ROCK: How Do I Know Which Growth Strategy To Pursue?
Welcome to ASK ROCK, a monthly advice column where industry expert Rock LaManna will answer your questions on topics such as: key financials for business, and how it can lead to profitable organic growth, M&As, strategic alliances, succession plans, and exit strategies. He will also talk about leadership and present family business case studies. Do you have […]
Will 2014 Be The Year Of The MSP?
As Print 13 gets closer, one thing that’s perfectly clear is that Print, isn’t just a Print show anymore. Take a look at the exhibitors and their focus, take a look at the co-located events, and take a look at the seminars and sessions being offered. I see evolution, and more important, I see revolution. That’s right […]
An Amazing Example Of Customer Service: Making The Impossible, Possible
This story is really amazing. It starts with Jia Jiang, a man who set out to overcome his fear of rejection by making one crazy request a day for 100 days and blogging about his quest. On day three, he walked into a Krispy Kreme in Austin, Texas and asked for what he was sure would […]
Making a Case for Relevance in Pricing
Although I have spent most of my adult life in the pursuit of all things print, I am admittedly a TV junkie on the side. Many of the posts I write unrelated to a news article or a blog that sparked an interest are inspired by something I’ve seen on television, and this one is […]
