181 of the top 200 US corporations, members of the Business Roundtable have made a new commitment to become more socially responsible: – Delivering value to our customers. We will further the tradition of American companies leading the way in meeting or exceeding customer expectations. – Investing in our employees. This starts with compensating them… Continue reading For you, a new commitment
Around 1990, I moved from Cambridge, Mass. to Portland, Oregon and my automobile got a flat tire. I went to a gasoline station to have it fixed but differently from the East Coast, the local station does not fix tires. They sent me to Les Schwab, a chain of tire stores. There they fixed the… Continue reading How to get loyal customers?
Number #1 Is the customer treated like a King or Queen? You are very happy to sell the customer something but you unfortunately look at customer service as a “cost,” something to reduce. Years back a banker told me his president said, “We would have a great bank if we just didn’t have to talk… Continue reading Improving Customer Service
Wow, it is not easy for me to do “business as normal.” People are just not there or they are at home and do not have the power to help me. Today I called Union Bank to wire funds to Japan. I have done this many times before with this bank, but they changed their… Continue reading Autonomous – managers have to become coaches
Yes, the world is radically changing. I called a person at Traveler’s Insurance and found out that all of their employees are now working at home, (approximately 30,000 employees.) I spend a good part of my day on the telephone and I find it now very difficult to reach people. It used to take a… Continue reading With people becoming autonomous what is the role of the manager?
Milton Glaser died this past weekend at the age of 91. He designed Dylan covers, I Love New York, and hundreds of other famous posters. He was honored by President Obama with an arts and science medal. Milton also designed the modern supermarket; at one time just a big grocery store to now being a… Continue reading Milton Glaser – America’s number one designer
Today, because of the virus and our inability to control it millions of people are working autonomously at home. I call companies and in the past I would get someone in a few minutes, I am now left on the line up to an hour. I am now waiting to speak to someone at Verizon,… Continue reading Autonomy and the Virus
To date, Japan 963 died, USA 124,789 died. The US government is totally ineffectual. Only choice is for industry to become truly socially responsible and act in unison to put our society back together again. 181 of our top corporations made a new commitment to be more socially responsible. The virus has disrupted our society.… Continue reading The virus – June 25, 2020
You add value when you convert raw materials to finished goods. You add value from your knowledge and skill. The opposite is adding waste. Ohno wanted you to just observe and look for waste to eliminate but it is not easy to identify waste. Ohno didn’t always know where waste was hidden. He often went… Continue reading The real key is adding value
I was with Taiichi Ohno at Toyota Gosei and Mr. Iwata his assistant came over to me and said, “I am leaving Toyota Gosei and want to come to America to teach, would you help me?” I said, yes. I arranged with Jake Brake, a Danaher company, to run the first kaizen blitz in America.… Continue reading How to do Lean – the kaizen blitz