Ask Andi: How to improve operations? Our efforts do not get the needed results. We’re coping, not managing. How do we get employees out in front of the day-to-day? Thoughts of the day: Improve operations to improve efficiency. What do...
Ours is a retail type of business. We had a very hectic holiday season. We went from standing around wondering what to do with our time, to being unable to service everyone and watching potential customers walk out the...
"We've just had a customer return a piece we made, that didn't work the way it was supposed to. Needless to say, the customer wasn't too happy, and neither am I. When I checked into production, I found that several...
Where does customer service belong? We're getting ready to clarify job descriptions, and one of the things we want people to focus on more is customer service. We're debating whether this job should report to sales or operations. What do...
"One of my customers has just returned to my service manager, for the third time, with a related set of problems. We have a valuable customer, who is now getting heated about the time she's spent coming back again. The...