Quality Progress - June 2015 - 5
EXECUTIVE EDITOR AND
Online customer feedback takes off
THOSE WHO KNOW me know I have been cursed by the air travel gods. So you will
not be surprised to learn that on my recent trip to Nashville in May for the World Confer-
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
Susan E. Daniels
DIGITAL PRODUCTION SPECIALISTS
espousing the same values, practices and processes? Shouldn't the culture ensure that
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-
ing customers will do business again with the organization if it handles their complaints
properly, and 19 of 20 customers will do so if the organization solves their problems
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
William J. Troy
Brian J. LeHouillier
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
Table of Contents for the Digital Edition of Quality Progress - June 2015
Mr. Pareto Head
What’s Your Next Move?
Assessing the Landscape
Change in Flow
Quality in the First Person
One Good Idea
Back to Basics
Quality Progress - June 2015