“The purpose of business is to create a customer.” – Peter Drucker “Organizations are established to serve human needs. There is no other reason for their existence.” – Stephen R. Covey It would seem clear that so many organizations have things a little mixed up. When you are a customer, how much do you feel … Continue reading “I serve at the pleasure of…” Business should adopt the phrase.
Since the Industrial Revolution, most industries have subscribed to management theory coming out of Frederick Winslow Taylor’s “Scientific Management,” a system that was created for achieving efficient execution of known, repeatable processes at scale. Essentially, this management style came out of an environment where factories with assembly lines ruled the day. However, regardless of the … Continue reading In a changing world, is management keeping up?
I was in the grocery store recently taking advantage of the speed and efficiency of the self-checkout area when the person next to me had a problem. The little light on that pole beside the computerized scanner-cum-cash register began flashing so along came an employee to help. Now the pain started. I watched as the … Continue reading Unnecessary customer pain: A lesson at the grocery store.