Lean Six Sigma has been around for decades and has become the preeminent organizational improvement approach, even if it isn’t yet a familiar term to everyone. Virtually every Fortune 100 organization uses it to improve the way they do their work; from designing new pr...
Every organization, at one time or another, attempts to launch a new initiative because they believe it’s necessary to their immediate well-being, or long-term survival. It might be an initiative intended to reduce costs, to generate increased customer loyalty, or to i...
Ask yourself, “What do you sell?” For many businesses, this seemingly straightforward question leads to their people listing the products and services the organization offers. The reality however, is that your customers can get similar products or services from any num...
Mark Fitzsimmons is President of 360 Degrees Management Consultants – I help businesses generate improved financial performance by optimizing internal operations and creating a differentiated customer experience.
A funny thing happened on my way to becoming a Lean Six S...
What is it that you sell? For many, this question will lead to a list or description of the products or services their organization provides. The reality is that your customers can get similar products or services from any number of other suppliers. When...
Trustworthy, polite, friendly, helpful are all words that come to mind when we think of great customer service; the kind of service that not only brings us back, but turns us into promoters of a business. When we are loyal to an organization, we develop an emotional co...
Nordstrom: Setting Expectations & the Perils of Dissapointment | Mark Fitzsimmons | Pulse | LinkedIn
Let me begin with a confession. I'm a big fan of Nordstrom (JWN). I've shopped at their stores from New York to Chicago, from California to Nevada, and of course at thei...
