Shaw Resources is a business management consulting firm that specializes in improving organizational performance and customer satisfaction using continuous process improvement, Baldrige assessment, leadership of change management, and cross-functional teams. There is also Simply Better a free program provided by the U.S. Department of Labor to provide all organizations with the tools to run continuous improvement programs. There is no membership process-all that is needed is a desire to improve, a willingness to try, and an eagerness to learn from peers. A customer-focused approach is the best way to achieve success. Everyone knows no company can survive without satisfying the customers.
Customers are the business.
Incentive programs for employees will help. The planes landing on time was something that led to customer satisfaction, so when the employees succeeded the customers won. Each organization must do whatever it takes to continually improve customer satisfaction. Many times this means researching competition and seeing what they are doing that is satisfying the customer. Goodyear realized that they had fallen behind their competition because they were not giving the customers what they wanted.