CHAPTER 14
Making It Easier for Customers to Do Business With You
Consider these situations, each in the realm of process, according to the context of the World Class Excellence Model:
• A chainsaw needs a replacement part. When you visit a local home improvement store, you find out that there are none in stock, and you can’t find the correct barcode for ordering the new part.
• At a banquet, there is one buffet line to serve more than 150 guests. With a little forethought, that same banquet table could be reorganized to accommodate two lines—and more guests at a time.
• In line at the movie theater, you are asked to present your child’s school ...
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