MCT Beginning

1. In the traditional company:

• The commercial sells what we can do
• The function is determined by the job description or title
• The goal (purpose) is to delight the customer in a profitable way
• Information is a source of power
• Power is centralized
• The local manager transmits orders from top to bottom

2. Examples of good practices:

• Powerful unions
• Transparency of information
• Mutual trust and respect
• Small, empowered teams
• Recruitment carried out by the team

3. To successfully communicate, the right questions to ask:

• Do you know what the root cause is?
• What is the benefit of this suggestion?
• Who can help you?
• Who allowed you to do like that?

4. Tips for retaining your customer:

• Show each customer that they are special
• Be responsive to any complains
• Send frequently customer satisfaction surveys
• Avoid making promises you cannot keep

5. The optimum of the COQ:

• Is between over-quality and under-quality
• Is reached when compliance costs exceed non-compliance costs
• Is reached when compliance costs are lower than non-compliance costs
• Requires significant resources