Content by Arun Hariharan

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Arun Hariharan
If that title caught your attention, it was meant to. Let me begin by saying I am not advocating that businesses do away with measurements, especially customer- and quality-related measurements....
Arun Hariharan's picture
Arun Hariharan
Years of experience working with businesses—especially in areas related to quality, customers, and continuous improvement—have taught me some lessons. One of the most valuable is knowing the right...
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Arun Hariharan
Company X was a new entrant in its industry. There were quite a few established players that X had to compete against. The current top three companies had each taken between seven and 10 years to...
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Arun Hariharan
A company with a large customer base has a monthly practice of measuring its performance on quality and customer-related metrics. These are reviewed by the CEO and the rest of the senior management...
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Arun Hariharan
I’m a customer. One morning last week, I visited my bank for a small requirement that should have taken about two minutes. However, there was a big line and 27 people were ahead of me. This was my...
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Arun Hariharan
Close your eyes and make a mental list of companies worldwide that use quality as their strategic weapon for achieving value for shareholders. Chances are you have some great examples, but most...
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Arun Hariharan
In “Close the Loop with the Customer, Part One,” we left off with Amla, the CEO of a large company, laying down what he called “commandments” for dealing with any problem brought by customers or...
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Arun Hariharan
Sometimes, customer issues or complaints get tagged as “resolved” without actually resolving them from the customer’s perspective. At times, the customer doesn’t even know that their complaint has...
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Arun Hariharan
Is it possible to apply the principle of first time right (FTR) in a sales context? This two-part article looks at what happens when companies do just that. Part one defined FTR in sales, and...
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Arun Hariharan
First time right (FTR), or doing things right the first time, is an important concept in quality. Some experts even consider FTR the very definition of quality. This two-part article summarizes an...