Building a Culture of Excellent Customer Focus
What does high turnover, high stress, internal social cliques and infighting, shrinkage and dishonest transitions, falling revenue, and poor customer service all have in common? These are all some of the symptoms of a broken organizational culture. Furthermore, it is important to know that our Organizational Culture always leads to our customer focus. Customer focus is the way we bring value to the customers and the way we demonstrate how valuable the customers are to our organization. Falling or stagnate revenue is one of the symptoms of a poor customer focus.
Now the bigger question is, how can we build an excellent culture of Customer Focus that will, serve our customers well, make us more competitive, and improve our revenues? This is what we will talk about on the 10th of September in Chattanooga Tennessee (for a private organization). During our conversation with Craig A. Stevens, President of Westbrook Stevens, we will brainstorm on how we might start building that excellent Culture of Customer Focus. Together we will talk about the “Westbrook Stevens Seven Attributes of Excellent Management” and discover some simple steps we can take to start creating and then sustaining an excellent culture of service that leads to a more revenue and a happier business life. For more information go to http://www.e-wbs.com/building-an-excellent-organizational-culture/ . For a free eBook on the Seven Attributes of Excellent Management, go to http://www.e-wbs.com/home/reviews/.
Craig A. Stevens PMP, LSS-MBB, S(PO/M/D/F)C, SCT – is a Management and Industrial/Systems Engineering Consultant with over 30 years of experience. He is the president of Westbrook Stevens, LLC; a speaker, an author; a visual artist; and was the Manager for the Process Improvement Program for HCA Physician Services, where he developed the Process Improvement/Lean Six Sigma program for about 800 practices. As a consultant, he supported over 100 organizations in 25 states including (US DOD, US DOE, NASA, Lockheed Martin, Westinghouse, DuPont, etc.). For more detailed information related to Craig go to http://www.e-wbs.com/team/craig-a-stevens and you can contact Craig at (615) 414-7736 or CraigAStevens@WestbrookStevens.com.