Tag Archives: operational excellence

If It Weren’t for Those Pesky Customers, Mr. Dell

In the NYT’s article this week about Dell’s recent decline, what struck me most was how far Dell had strayed from its original obsession with customers.  My sense had always been that Dell’s  low-cost fanaticism was in many ways similar …

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The Cure for Service Complacency

The NYT described how the post office is responding to reduced demand as customers increasingly turn to alternatives for exchanging letters.  The action is late, arguably decades late, and not at all uncommon.  When organizations face limited competition (in the …

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