Customer Management is Much More Than Running a Call Center
Here are some of the more recent articles, columns and blogs on IQPC’s Customer Management website. · “Call Center Quality & Monitoring: From Best Practices to Next Practices” · “Does Average...
View ArticleManufacturers Can Avoid These Common Marketing Mistakes with Six Sigma Marketing
When you are constantly looking down it’s difficult to see what is going on around you. This is a common ailment of many manufacturing organizations – they are, simply put, product oriented and not...
View ArticleA Six Sigma Marketing Success Story – Lessons for Manufacturers
“Until 1997, the total market for plastic pellet drying and conveying equipment had grown at a rate of approximately 7% for the past 30 years,” explained an executive VP at a plastics equipment maker....
View ArticleThe Genesis of Six Sigma Marketing
I have often been asked about the genesis of Six Sigma Marketing. Six Sigma Marketing was developed in response to a simple question – “How do we use Six Sigma to grow market share?” The question was...
View ArticleSix Sigma and Customers – a Hijacking in Progress
Who is the customer? That may seem like a stupid question but in many organizations it is not who you might think. Many organizations that purport to use the VOC (voice of the customer) to drive...
View ArticleLean or Six Sigma – Which Will Dominate the Future?
Based on the buzz on twitter and other social media, I’m sure that most quality people have seen the report by the Avery Point Group, an executive search and recruiting firm for lean and Six Sigma...
View ArticleTo Innovate or Get Back to Basics?
This is not really and either or proposition as the title suggests. I do find that many companies are seduced by the glamour and sexiness of innovation – coming up with new products that create the...
View ArticleDo you have a Pricing Problem or a Value Problem?
“In the absence of value, all we have is price.” This is the first sentence from an article by Jan Kelly that all marketers and quality professionals should read because it really underscores the...
View ArticleUnderstanding the Dynamics of Value is Essential to Six Sigma Marketing
Value is a much bandied about word in the quality world. We are told that value is the sine qua non of lean and Six Sigma even though companies talk about how their deployments improve customer...
View ArticleWhat Skill Sets Do Innovative Manufacturers Need?
In a very interesting article, written by Jason Tuma, Senior Manager, Assurance Services, BCG & Co., the role of training and its importance to a manufacturer’s competitive advantage is discussed....
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