customer
Do You Work for an Idiot?
Here is a process improvement idea for you. It is called “poke yoke”. I am told that that is Japanese for “making things easy to get right and difficult to get wrong”. It is a rather grand name for what my old boss used to call “idiot proofing”. Let me give you an example: think…
1000 irritations or 1 catastrophe?
How most banks complaints systems drive them to fix trivial problems first and ignore the rarer customer disasters.