| No Plan survives first contact with the enemy Purely analytical approaches to product design, such as TQM (total quality management), BPR (business process reengineering) and six sigma, use measurements to create a culture of fact-based decision-making.... They imply a culture where measurement is the primary value system, from which it follows that anybody who has undertaken a 20-day black belt course can apply statistics to solve problems. regulator, but VoC (voice of the customer) is best bet Organization exhausted by initiative overload because top team think that everyone else has the problem not them Needs takeover by well resourced management Except by removal Except by removal but only if the total culture of the organization is changed as well.. So customer satisfaction was understood by frontline staff the informal organization (later confirmed in attitude surveys) but not by the formal organization (which was focused on cost reduction).... There has been considerable investment in developing the task delivery capabilities of workgroups and organizations, e.g.... TQM, BPR, six sigma and now BPM (business process management). In the research or service domain, companies may divert excessive resources to serving low value or lossmaking customers at the expense of the resources available to create value for customers offering the prospect of far higher returns.... These values may have different characteristics for each channel and customer segment. At the same time, organizations are also beginning to reinvent themselves in response to market pressures with less reliance on old immobile static resources, fixed products types and slow extended business cycles and a single supply chain. This formal organization is managed downward from the board, through workgroups to engage individual employees and is run on measurement and information, mainly by thinking about task results.... This approach complements task-oriented approaches by adding the "soft" competencies needed for developing both customer and staff relationships.
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