I came across this great article at MyCustomer.com on Key Attitudinal Indicators vs Key Performance Indicators, and why KAI’s may be better suited (as a leading indicator) to predict customer loyalty than KPI (a lagging indicator)… give it a read and see if you agree! Please post your thoughts here… I’d love to hear ‘em.
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Improving a process is sometimes like teaching an old dog new tricks — although it sounds like it might be fun, the dog may disagree.
“I like the way I’m doing something now.”
“We’ve always done it this way.”
“This is the way I was trained to do it.”
“I can do it this way without even thinking about it - I don’t want to learn some newfangled method.”
The truth is, we need to keep moving forward to ensure that we’re not left behind. Will Rogers summed it up when he said, “Even though you are on the right track - you will get run over if you just sit there”. So, accept improvement as a good thing rather than a necessary evil, and give the new trick a try!
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This blog will discuss process improvement in general, including implementation of Management Standards such as ISO 9001, ISO 14001, QC 080000, and OHSAS 18001; implementation of programs including RoHS/WEEE, Lean, Lean Sigma, etc.; and will hopefully be a resource for others to refer to.
I look forward to getting to know you better and encourage you to post on my blog!
Mary
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