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The first indication of quality is the customer’s reaction to the product or service that you provide. A customer’s lasting impression, and the one that builds loyalty to your organisation is the quality of the interactions that exist between all levels in the organisation as well as with external clients. Our Client Driven Organisation program provides one method for attuning your staff with internal and external clients. Another feature of quality is the skills that staff show in handling complaints effectively, and the leader’s skill in managing conflict.
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Quality
‘It’s better to do 100 things 1% better than one thing 100% better’
Principle of Total Quality Management a121
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Quality
‘It takes all the running you can do just to stay in one place.’
Lewis Carroll, Alice in Wonderland a122
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Teamwork
‘When spider webs unite, they can tie up a lion.
Ethiopian proverb a123
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Change
‘In order to control your destiny, you must realise that you will stay ahead competitively only if you acknowledge that no advantage and no success is ever permanent. The winners are those who keep moving.
John Brown, CEO of BP a124
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Customer Service
‘If you’re not serving a customer directly, you’d better be serving someone who is.’
Joseph Juran, (a leader in the Total Quality Management movement) a125
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Customer Service
‘We are always challenging ourselves. Are we making what customers want and working on the products and technologies they’ll want in future? Are we organised most effectively to achieve our goals?’
Bill Gates, Microsoft a126
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Customer Service
‘Take care of the customers and the profits will take care of themselves.’
Soichiro Honda, Founder of Honda Motor Corporation a127
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Customer Service
‘Don’t make excuses - make good.’
Frank Hubbard a128
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Customer Service
‘Our greatest freedom is the freedom to choose our attitude.’
Victor Frankl a129
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Customer Service
‘A smile is an inexpensive way to improve your looks almost immediately.’
Saying a130
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AUD $6 Gift Certificate
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AUD $12 Gift Certificate
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AUD $24 Gift Certificate
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