What is a Customer?
People and Technology create process. Process creates your products and services. With the recent economic turmoil many organizations have felt the need to adjust their work-forces accordingly, this now makes your product and or service vulnerable.
Cut this out and put it next to your work station since it should serve as a constant reminder to each of us every day.
As we change our organizations to adjust to the changes in economic conditions, chances are you have had to adjust your processes. If you already have in place extensive Value Stream Maps, review your Maps to insure that you have been able to preserve the necessary attributes that bring your customers to your facility.
Just one bad experience to a customer can guarantee that they will communicate their experience to at least 10 others … this will lead to lost sales. Something that should be viewed as a precious commodity in these challenging times.