The Improvement Guide: A Practical Approach to Enhancing Organizational Performance, Second Edition

Expanding the Expectations of Customers to Increase Demand

The elimination of quality problems and reduction of costs had brought success to George’s repair shop. However, the increased capacity and reduction in rework meant the mechanics were not keeping busy full-time. A layoff as the consequence of everyone’s efforts appalled George.

The next morning, George burst into the office and called a quick meeting. He had an idea for a new service to increase business and help preserve the jobs at the shop. He explained he had assisted a friend the previous evening who had experienced car trouble after work. He had done the repairs in the parking lot of his friend’s office. He was sure that many people deferred routine maintenance because of ...