Here's a great clip from Thursday's episode of The Office. One of the new employees shows how he enters customer complaints into the computer and THEN has to fill out green comment cards. He asks why he has to fill out the cards if it's already in the computer… Andy, the office manager, told him to “chillax…” such a wasted opportunity for Kaizen!
What examples of waste do you have in your work? Does your manager let you take action to reduce the waste or improve the system?
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A worst situation is when you have to jump through hoops to leave a compliment! Last week I flew on Delta for the first time in a decade they went way, way, way beyond my expectations to accommodate my family and my autistic daughter. No one knew how I could easily leave a glowing comment.
I know American has a “compliment” link right next to “complaint” on their website. I’ve rarely thought to click it :-)
Too bad Delta doesn’t make it as easy.