Category Archives: process management

Using Process Management to Effectively Deal with Customer Complaints

Customer complaints are a gift. Complaining to you, rather than about you can help you get better without the loss of customers. Amazon has a famous and effective process for making this happen. Mitch

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Make Doing the Wrong Thing Hard … Fundamentals

To help prevent errors, a construct translated as “make doing the wrong thing hard” has been around informally for many decades. It was formalized as part of the Toyota Production System by Shigeo Shingo and called poka-yoke in Japanese. This … Continue reading

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Rearranging the Deck Chairs on the Titanic

When companies get in trouble, often times their knee-jerk reaction is to reorganize. Public companies will do that in hope their shareholders think they are taking action. Others do it because they have the usually mistaken belief that changing people … Continue reading

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Control Charts: One of Ishikawa’s 7 Tools of Quality

Our focus is on helping you improve the revenue side of your business, and also the bottom line, by using proven process management methods in Marketing and Sales. Ishikawa developed seven tools he felt would improve results. We look at … Continue reading

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Can You “Manufacture” Customers?

Digging through our archives we found this article from the 1999 issue of Electronic Business that Ralph wrote. It does not appear to be available online (even though the world-wide web existed back then), so we are posting it here … Continue reading

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In ‘N Out vs McDonald’s

I have posted before about the differences between In ‘N Out and McDonald’s. Just last week one of the Principals in our company, Neil Reckon, noted a process example difference between the two companies I have seen but never thought about … Continue reading

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Make Doing the Wrong Thing Hard … Another Example

I posted on this topic last year for the first time. I found another great example recently. But first a reminder. To help prevent errors, a construct translated as “make doing  the wrong thing hard” has been around informally for … Continue reading

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What Is Lean Marketing … Really?

Occasionally I feel the need to resurrect this question. As I have noted a few times in the past, the term Lean Marketing has become bastardized by consultants with their own agendas. Since we are consultants too, one could argue … Continue reading

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Make Doing The Wrong Thing Hard

To help prevent errors, a construct translated as “make doing  the wrong thing hard” has been around informally for many decades. It was formalized as part of the Toyota Production System by Shigeo Shingo and called poka-yoke in Japanese. This … Continue reading

Posted in customer satisfaction, customer service, process management | Tagged , | 1 Comment

Customer Experience and Process Management: A Dichotomy?

We find ourselves at Customer Manufacturing Group at the intersection of two trends that are finally becoming mainstream conversations: customer experience and process management. As we discuss these topics with people, we notice their concern that the two may be … Continue reading

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