Who is responsible for customer experience? - ETAC

Imagine arriving at these 2 hotels?  How is your initial impression?  How would one describe the customer experience?

If it was your business – how would you like it to be represented?  Who is responsible for this representation – the individual or the business?

Human Error?

We can continue to assign our problems to individual error or we can delve deeper and explore the systems and processes that we have put into place.

“Management is responsible for 94% of the problems” – W. Edwards Deming – Out of the Crisis

New Hires

It all starts from day 1.

• – Does each person hire to understand why we are in business and what we are trying to achieve for our customers?
• – Do we share our processes? – these are the best ways we’ve found so far to deliver value to the customers.
• – Do we train our staff so that they fully understand these processes?
• – Do we support and encourage our staff to propose even better ways that we can improve on these processes?

The result in doing these things may be represented in the hotel on the right.  The result in not doing these things could be represented on the left.  Or you may choose to assign responsibility to the individual in the situation.

Lean thinking creates the right environment for our business, our employees and our customer experience.

You may be interested in applying Lean thinking to your business and putting these ideas into place?

ETAC Solutions run Lean programmes for businesses and through Enterprise Ireland, IDA and Skillnets.

Programmes will run this Autumn at various locations in Ireland, leading to QQI awards.