(c) 2008-2024

Quality and Innovation

Blog

qualityandinnovation.com/

Profile

qualityandinnovation.com/autho

Homepage

http://

  • Authentic Customer Service: Leadership Through Authenticity (Part II)

    This is Part II of a two-part collaboration between Eric Sessoms at MyCustomerCloud & Nicole Radziwill. (You might want to read Part I first, if you haven’t already.) Let’s say you’re the Leader of a Customer Service Intensive Environment or a Customer Service Rep working in one those environments. How can you be authentic – and promote authenticity –…

  • Authentic Customer Service: Leadership Through Authenticity (Part I)

    This is Part I of a two-part collaboration between Eric Sessoms at MyCustomerCloud & Nicole Radziwill. Let’s say you’re the Leader of a Customer Service Intensive Environment or a Customer Service Rep working in one those environments. How can you be authentic – and promote authenticity – in your customer service interactions? That’s the motivation for…

  • XKCD on Secret Customer Service

    I love the most recent XKCD that takes a swing at the soulless customer service scripts that prevent mere mortal CSRs from actually connecting with their customer and delivering authentic customer service. This adds a new dimension to “Getting Blocked” – “I’d like to help you, but I just don’t know enough to figure this…

  • Detoxing from Facebook

    Eric Frazier of the Charlotte Observer told the story of Alyssa Rushing this week – a 20 year old student at the University of South Carolina whose mother has offered her $300 to “detox from Facebook” for a month. Alyssa’s mother, Melynda, wanted her daughter to focus on studying instead of social media – and…

  • Modernizing the Balanced Scorecard

    We covered Kaplan and Norton’s (1996) Balanced Scorecard in my ISAT 654 (Advanced Technology Management) class at JMU a couple weeks ago. Appropriately, the students recognized that the research into balanced metrics and the strategy maps underlying the method is nearly 20 years old. Hasn’t the Balanced Scorecard been modernized since then, they asked, to…

  • The Origins of Just-In-Time

    A couple weeks ago, the students in my ISAT 654 (Advanced Technology Management) class at JMU asked about where and when Just-In-Time (JIT) manufacturing actually started in the United States. Although I still can’t identify the FIRST company to adopt this approach, I was also curious about how the adoption of JIT in the US…

  • You’re Not Your Own Authenticity

    In yesterday’s post defining authentithesis, I remarked about how easy it is to observe lack of authenticity in others, but difficult to be objective in self-assessment. Today, I discovered that the Harvard Business Review’s December 2005 issue has some light to shed: While the expression of an authentic self is necessary for great leadership, the…