Customers don’t always specify everything they want. Truth is, not everything can be specified. Lets say, you go to a restaurant and order a sandwich. You specify the type of bread, filling preferences, sauces etc. That’s what you want and it can be specified explicitly. But you also want the bread and veggies to be […]
Sure, as a project manager / business leader, you: Completed the project in given time frame. Within the budget. With minimum schedule deviation. Utilized your resources optimally. Filled up all the required templates. Did retrospective. Celebrated completion. Shared statistical reports with the top management. But did you: Think about “value” (remember 102%) you will deliver? […]
It is said, whatever business you are into, you are ultimately into customer service business. For service industries (healthcare, education, banking, information technology and so on), the definition of quality is much beyond plain ‘conformance to requirements’. In order to deliver overall quality of service (and customer experience), businesses have to take a holistic view […]
