Innovation & Quality: April 2008

Innovation & Quality

Innovation and Quality is dedicated to the discussion of the best current practices to delver the best Customer Experience for businesses and organizations. REVENUE GROWTH ... from delighting your Customers CUSTOMER-VALUED INNOVATION ... to delight your Customers CUSTOMER-FOCUSED QUALITY ... to delight your Customers, and ENGAGING THE ENTIRE COMPANY... to delight your Customers

About Me

Name: Bill Robinson

Location: United States

Bill Robinson has more than thirty years of experience in business leadership and corporate performance improvement. For many years, Bill was Vice President of Innovation and Quality for Bell Labs. Other leadership positions Bill has held include Vice President of Quality and General Manager of EasyLink Services Corporation and President of Innovation and Quality Solutions. Bill is currently Distinguished Professor of Systems Engineering at Stevens Institute of Technology where he was previously the Director of Systems Engineering. http://www.linkedin.com/in/iqsolutions

Saturday, April 05, 2008

Systematically Deliver the Best Customer Experience

In order to Systematically Deliver the Best Customer Experience
we need to …

1. LURN your Customers’ expectations
2. Set stretch goals and clear measures toward meeting those expectations
3. Establish clear, frequent and consistent communications from senior leaders
4. Use clearly presented data and information to drive decisions & results
5. Apply proven methods and tools for improving
6. Build a Management System, Organization and Culture that have an unrelenting focus on meeting your Customers’ expectations