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The Two Dimensions of Quality

  • Posted by James Canada
  • On December 14, 2020
We once believed that customer satisfaction would continue to increase as long as conformance to their requirements increased. In other words, give them exactly what they asked for, and they’ll jump for joy. Simple, right? Not exactly. We now know that the customer’s level of satisfaction is a bit more complicated, driven by two factors […]
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Keeping Customers Happy – The True Definition of “Quality”

  • Posted by James Canada
  • On November 16, 2020
Total Quality Management or TQM (noun): The continuous improvement of products and processes which produce customer satisfaction. While that is short for a dictionary entry, there are a lot of important messages packed into that brief and seemingly simple definition. Among those messages are: TQM is a continuous process. It is not a one-off shortcut […]
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Assessing customer requirements and the art of listening

  • Posted by James Canada
  • On October 14, 2020
How satisfied are your customers? I mean, how satisfied are they really? Because it’s not just enough to give them exactly what they ask for. You need to go beyond that and tap into their needs and concerns to truly excite them. Previously in this column, I spoke of Critical Success Factors that will help […]
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6 Steps to Restoring Trust

  • Posted by James Canada
  • On August 3, 2020
When fear and distrust infect an organization, leaders can — and must — take decisive action. That’s because trust is a commodity. When it’s gone, its loss can hurt a company the same way it hurts an individual. But leaders can change their culture and rebuild trust! Here’s how. Begin with Leadership – Restoring trust […]
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Do these fears hinder trust in your organization?

  • Posted by James Canada
  • On July 3, 2020
The business world is always innovating! But there’s a problem in most organizations. As a whole, they still base their structure on the traditional hierarchies of the industrial revolution.
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