søndag 5. april 2009

About japanese CRM, Quality and, last but not least, philosophy...

A senior executive at an American car company once told me that the company had just finished its twentieth annual study of Toyota. After 20 years, was the company still learning something new about its adversary, I asked. he abswer was illuminating. "For the first five years," the American manager replied, "we thought we had a data problem. No one's quality could be that good. For the next five years, we thought it must have something to do with being Japanese -docile workers, group-ism and so on. For the next five years we thoughtit must be their technology -robots, supply systems, etc. Only in the last five years have we come to realize that they have a fundamentally different philosophy about customers and workers."
Planning for Quality, Joseph M. Juran

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