Amazon and public administration, most and least customer centric organizations

A few days ago I posted a brief note on Linkedin where I commented on a superb customer experience I have had with Amazon. The featured image at the top is the image that went along that Linkedin note, the text was the following:

Amazon does an excellent job even when it makes mistakes.

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Deming’s Chain Reaction

Many organizations are simply unable to achieve success since they keep a firefighting attitude towards problems. They try to make progress by manipulating customers with discounts and promotions, bribing employees with unfounded promises and implementing Wizard’s of Oz technology that auto-magically will solve everything, but they are just working in a failure chain reaction as depicted below:

This failure chain reaction is without a doubt the mode in which many organizations still work today.

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Improving operations with the Cube of Good Management

Did you know that the main cause of failure for most organizations is not a bad strategy but a bad execution? Yes, I know that there will be voices against this statement, after all many prefer the apparent prestige of the strategist rather than the hard work of the operational manager,

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About me

Jorge Díaz, consultant specialized in Operational Excellence applying the principles from Lean, Agile and Process Management. More about me.

Cube of Good Management

The Cube of Good Management is a comprehensive and easy to apply Operational Excellence framework that you should start using today in your organization. Learn more.