Vicious circle: Apologizing does NOT get to the root cause
If your customer service staff is accustomed to solving the immediate problem, offering an apology or some compensation, and then assuming all is well, you’re just putting the fire out without looking for a root cause—or prevention. That means the same problem will occur again. Many organizations seem to respond to each problem—overreact even— as if it's a "special cause," when the problem is really a "common cause" that's a result of some underlying process or system.
Sort it all out now in Mark Graban’s
blog on the MBT Web site.
- Events & Awards
- Magazine Archives
- Oil & Gas Engineering
- Salary Survey
- Digital Reports
Annual Salary Survey
Before the calendar turned, 2016 already had the makings of a pivotal year for manufacturing, and for the world.
There were the big events for the year, including the United States as Partner Country at Hannover Messe in April and the 2016 International Manufacturing Technology Show in Chicago in September. There's also the matter of the U.S. presidential elections in November, which promise to shape policy in manufacturing for years to come.
But the year started with global economic turmoil, as a slowdown in Chinese manufacturing triggered a worldwide stock hiccup that sent values plummeting. The continued plunge in world oil prices has resulted in a slowdown in exploration and, by extension, the manufacture of exploration equipment.
Read more: 2015 Salary Survey