What do our customers expect from us? The Total Quality movement from the 1980’s preached that the people we work with are either “suppliers” or “customers.” We played the role of either one. The idea of TQM was to do the right thing right the first time when we, as “suppliers,” serve our “customers.” WeContinue reading “What Our Customers Expect”
Tag Archives: vendors
I Hate It When People Rush Me
I don’t play golf. It’s not only because I’m a lousy player (although that has a lot to do with it). It’s also because I hate it when people rush me at the golf course. When I used to play golf, the caddies would tell me to hurry up because there were other players whoContinue reading “I Hate It When People Rush Me”
Pursuing Perfection Beyond the Acceptable Quality Level (AQL)
An ad promotes an Internet Service Provider’s (ISP) subscription plans. On the bottom in small fine print is written “30% minimum speed at 80& reliability.” The Philippines’ National Telecommunications Commission (NTC) in a memorandum in 2011 mandated that ISPs should provide at least 80% service reliability to customers: An ISP therefore should be able toContinue reading “Pursuing Perfection Beyond the Acceptable Quality Level (AQL)”
What Collaboration Is and Is Not
Collaboration denotes a cooperative working relationship between parties which leads to mutual benefits. It’s not commonly observed in industries and supply chains despite the potential benefits it can bring. This is because it’s not easy to do and in the first place, many business executives don’t think it’s worth the trouble. Many enterprises, small businessesContinue reading “What Collaboration Is and Is Not”
Ellery's Essays 