At, you wrote in LO29080 that
> Another thing which such organisations can do is to introduce a journal
> for customer comments at the place where customers get their service.
> These comments can then be used to reorganise the system so that the
> customers are satisfied that their wants had been met with. Obviously,
> this journal has to be studied on a regular bases to see where the
> organisation can still improve.
I've changed the subject line to reflect much thinking and practice along
these lines by scholars, professionals, consultants, facilitators, etc.
A method called Concept Engineering, elucidated in a wonderful book/manual
of some 400 pages, published by Joiner and aptly titled, "Voices into
Choices: Acting on the Voice of the Customer" (1997), provides a
step-by-step process of capturing VOC when seeking to satisfy customer
needs. The authors are Gary Burchill (executive director of the Center for
Quality of Management in Cambridge, Massachusetts), and Christina Hepner
Brodie.
The book is available from the CQM (www.cqm.org) and from Joiner
Publications.
It's well worth obtaining it if you are a practitioner/consultant.
Best regards,
Barry
--Barry Mallis The Organizational Trainer 110 Arch St., #27 Keene, NH 03431-2167 USA voice: 603 352-5289 FAX: 603 357-2157 cell: 603 313-3636 email: theorgtrainer@earthlink.net
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