Quality Progress - June 2015 - 5

UPFRONT QP QUALITY PROGRESS Culture Flub EXECUTIVE EDITOR AND ASSOCIATE PUBLISHER Online customer feedback takes off Mark Edmund Seiche Sanders ASSOCIATE EDITOR ASSISTANT EDITOR THOSE WHO KNOW me know I have been cursed by the air travel gods. So you will Amanda Hankel not be surprised to learn that on my recent trip to Nashville in May for the World Confer- MANUSCRIPT COORDINATOR ence on Quality and Improvement that my flights were delayed by several hours on the way there and the way back; mechanical issues were the culprit. In the first instance, the delay was going to cause me to miss my connection, so I called the airline to rebook. After the rep and I agreed on my contingency itinerary, I asked, "Is there any sort of accountability here? Do I get any voucher or compensation for my inconvenience?" The rep paused and said: "We really don't do that anymore." Sigh. When I asked the same question on social media a few hours later, I was quickly sent a voucher to use toward a future flight. This raises two issues in my mind: * Customer feedback mechanisms are changing: For better or worse, customers are taking to various new media to voice their preferences and pains. Why did my complaint get such immediate attention on Twitter (I didn't even use my ASQ handle)? I'm not sure, but it's obvious the airline has put resources toward quickly and efficiently addressing issues in that medium. Does this mean your organization needs to be doing more to look for and act on customer feedback in different channels? * Culture: Why were some employees so empowered and responsive, while others Valerie Ellifson COPY EDITOR Susan E. Daniels CONTRIBUTING EDITOR Tyler Gaskill ART DIRECTOR Mary Uttech GRAPHIC DESIGNER Sandy Wyss PRODUCTION Cathy Milquet ADVERTISING PRODUCTION Barbara Mitrovic DIGITAL PRODUCTION SPECIALISTS Julie Stroik Julie Wagner MEDIA SALES espousing the same values, practices and processes? Shouldn't the culture ensure that Naylor LLC Lou Brandow Krys D'Antonio Norbert Musial training and messages are consistent? MEDIA SALES ADMINISTRATOR seemed clueless even though they represent the same company? Shouldn't they all be Both of these issues are addressed in this month's article mix. First, "Like Abilities," p. 24, looks at how social media is becoming a prevalent forum for customer feedback- and explains what your organization can do to respond. The author references an American Express study that showed seven of 10 complain- Kathy Thomas MARKETING ADMINISTRATOR Matt Meinholz EDITORIAL OFFICES ing customers will do business again with the organization if it handles their complaints Phone: 414-272-8575 Fax: 414-272-1734 properly, and 19 of 20 customers will do so if the organization solves their problems ADVERTISING OFFICES quickly. Think of your own experiences-sounds about right to me! Organizational culture is such a far-reaching concept that it could be argued it's interwoven in almost every QP article. This month's mix includes articles on cultures of continuous improvement, including "What's Your Next Move?" p. 16, on improving competencies and capabilities to pave the way to bigger wins, and "Assessing the Landscape," p. 30, on using lean Six Sigma to reveal areas that require the most attention. QP Seiche Sanders Editor Phone: 866-277-5666 ASQ ADMINISTRATION CEO William J. Troy Senior Leadership Andrew Baines Michael Barry Ajoy Bose Lynelle Korte Brian J. LeHouillier Laurel Nelson-Rowe To promote discussion of issues in the field of quality and ensure coverage of all responsible points of view, Quality Progress publishes articles representing conflicting and minority views. Opinions expressed are those of the authors and not necessarily of ASQ or Quality Progress. Use of the ASQ logo in advertisements does not necessarily constitute endorsement of that particular product or service by ASQ. June 2015 * QP 5

Table of Contents for the Digital Edition of Quality Progress - June 2015

Up Front
LogOn
Expert Answers
Perspectives
Keeping Current
Mr. Pareto Head
What’s Your Next Move?
Like Abilities
Assessing the Landscape
Change in Flow
Quality in the First Person
Career Corner
Statistics Roundtable
Standards Outlook
Special Section
QP Toolbox
QP Reviews
One Good Idea
Back to Basics

Quality Progress - June 2015

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