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Quality of Communication Channel Part 2 Guest writer Ryszard Chciuk educates readers about service quality in his blog post on the quality of the communication channel. Quality of Communication Channel Part 2 When writing about the quality of the communication channel, I mean the definition of service quality worked out by Parasuraman, Zeithaml, and Berry […]
Quality of Communication Channel – Social Media In this blog post, guest writer Ryszard Chciuk covers the quality of our communication channel and how social media can help us with the quality of the service we provide. When writing about the quality of the communication channel, I mean the definition of service quality worked out […]
Quality of Communication Channel: Operator’s Manuals In tonight’s post, our guest writer Ryszard Chciuk continues with his series on the quality of the communication channel with key information on Operator’s Manuals. When writing about the quality of the communication channel, I meant the definition of service quality worked out by Parasuraman, Zeithaml, and Berry in […]
Quality of Communication Channel – Specification Sheets In tonight’s post, our guest writer Ryszard Chciuk shares with readers all of the ins and outs of the quality of the the communication channel, especially as pertains to the availability of the machine specification sheets. Please read on to learn more about how these deeply impact your […]
Quality of Communication Channel In tonight’s blog post, guest writer Ryszard Chciuk walks us through the information our customers need and want to know. The quality of the communication channel directly impacts your customer’s purchases, especially as they move through the research phase before buying. Ron Slee reminded us (see From Paper to Glass) what […]
Communication Vehicles When I talk about Communication Vehicles, I am talking about Blogs, Podcasts and Newsletter. The world has truly changed. I was first on the Internet in 1973 with a business called I.P Sharp Associates. Ian Sharp tried to bring me on with his Company but I was having too much fun and learning […]
In every successful service organization, rework serves as an important indicator of operational effectiveness and customer satisfaction. While often viewed simply as a cost of doing business, rework is actually a valuable measurement of service quality that provides opportunities for continuous improvement throughout the dealership. Understanding Rework Rework occurs whenever a task must be performed […]
I received this from my Best Man Terry Pascale. “We are often called “the elderly,” but that quiet label hides a truth most people rarely pause to consider we are the last living witnesses of a world that no longer exists. If you look closely, you might notice gray hair, slower steps, or the quiet […]
I once started at a large urban dealership. Within my first two weeks, I noticed a daily pattern. The general manager would walk into the service lane and ask the same question: “Where’s the number? Where are we at? Where’s the number?” Every day. Production. Gross. The metric. The scoreboard. And don’t misunderstand me — […]
A Paper by C. Lustgarten in the Shingo Institute It’s a well-known paradox that meaningful change requires confronting difficult truths. Josh McEwan, Director of Manufacturing Product Development at O.C. Tanner, meets this idea head-on. “There is a lack of good leadership in the world,” he says. “There’s a lot of leaders out there, but I […]