Year: 2023

How effective processes and technology can be game-changers                (Part 3 of 3) 04th August 2023     Have you ever had a frustrating experience with a customer service representative who claimed to be following a process but didn't solve your problem? I know I have, and let me [...]

Creating an Organization geared towards Quality (Part 2 of 3) 26 June 2023   In our previous post, we emphasized the importance of making Quality a central focus for success. Now, let's talk about how you can align your entire organization towards this goal. I’ll explain this better with an example  - in sports, specialized [...]

Creating customer delight in construction - How critical is Quality? (Part 1 of 3) 08 June 2023   Imagine this... It's early morning and you're settling in with your cup of coffee. Your phone rings. It's from an angry customer who still hasn't received the keys to their flat, even though you promised them a [...]