Dear Reader:I am currently working with a large telecomm organization that has a stated purpose of "learning to deliver the perfect customer experience." A lofty task for any organization. The engagement demonstrates the robust nature of the Vanguard Method as sales, marketing, retail stores, contact centers and operations are all working together in a new way with ever improving results based on new thinking.
The reaction from customers borderlines surprised shock as the system is able to deliver "what matters" to them. One customer described the experience this way -
"It was the little things in the process that impressed me."
This is the Vanguard Method in operation. Workers able to learn to deliver the perfect customer service operating in an environment devoid of cumbersome barriers presumptively put in by management. The work design and thinking was the problem all along.
Moving forward I am adding a coaching element to my offerings. I have developed a way for those interested in the Vanguard Method to see for themselves the opportunity of thinking in a better way. The coaching is targeted to executives. Look for the "coaching" tab from my
blogsite.
Also, I am replacing the download, "Understanding Your Organization as a System." Now, you will be able to download a paper that I wrote for the Deming conference last year called, "Managing Service Organizations as Systems."
