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Customer Care Features
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Kevin Meyer
Imagine value no longer directly associated with just price
Rupa Mahanti
Not everything that can be counted counts
Ian Golding
All without mentioning drone delivery
Jim Benson
Lean and agile fail because we teach lean and agile

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Customer Care News
Chick-fil-A leads; Chipotle Mexican Grill stabilizes
Consolidated Edison posts large gain; patient satisfaction is stable
Partnership for a Cleaner Environment (PACE) program has grown to more than 40 suppliers in 40 countries
Trader Joe’s tops supermarkets; Home Depot overtakes Lowe’s
TVs and video players lead the pack, with internet services at the bottom
AIAG’s director of corporate responsibility comments on impact of new ethics language in upcoming IATF 16949
Good news for Detroit
The Baldrige Criteria for Performance Excellence can help
ISO/PC 303 project committee will provide international benchmarks to reduce purchasing risks

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Corporate short-termism

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Sometimes in the pressure to show results—financial, production, quality improvements or whatever—we look for quick fixes rather than long-term strategies. And while these might look great and give stakeholders instant gratification, they may undermine what a company is trying to accomplish in the long term.

We talk to Greg Milano, author of Curing Corporate Short-Termism: Future Growth vs. Current Earnings.

 
 

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