7
Voices You Want to Hear
There is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.
—Sam Walton
How would you measure the customer experience in a fast food restaurant? A colleague of ours was waiting in line and observed that the business was measuring the “time from when an order was placed until the money was collected and the cash register was closed.” This is a reasonable metric for measuring the efficiency of the cashier. But if the company is interested in improving customer satisfaction, ...
Get Innovating Lean Six Sigma: A Strategic Guide to Deploying the World's Most Effective Business Improvement Process now with the O’Reilly learning platform.
O’Reilly members experience books, live events, courses curated by job role, and more from O’Reilly and nearly 200 top publishers.
