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Customer Service - Blocking & Tackling
Paul Cardis of NRS Corp writes a great article in the December 2006 edition of Professional Builder that focuses on customer service. His main point is that real data should be studied to find the true root cause of the problem before trying to implement a solution.
Data is hard to argue with and can be used to find and fix so many problems in a company, not just customer service issues. Our approach has always been about using data to highlight problems and then, once people recognize the problem and root cause fixing it is much, much easier.
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Favorite Book 2007
The Toyota Way is my favorite book for 2007. It had so many good ideas that I could not keep up and ended up reading it again and even buying the Field Book to go along with it.
Download Elegant Solutions from Change This which provides some highlights of the Toyota Production System. Too many ideas that are applicable to contractors to even count!
Recent Posts
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- Broken Buildings, Busted Budgets
- Cut the Fat
- Great Insights
- Sprint Wireless Cards / Dell Laptop / Field Connectivity
- Estimating Cost Data
- Cutting The Fat - Slow Down Survival Tips
- Good Marketing - Good Company
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- Work in Progress Class - Coming Soon!
- Workforce Quality or Management Quality?
Management Class Series
Training Modules Specifically Designed For Contractors
- Construction Documentation Overview
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- Change Orders Talent - “People Processes”
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- Cash Flow & The Project Team
- Priorities (Time Management For Construction)
- Construction Financial Basics
- Integrated Accounting & Operations
- Project Management Overview
- Process Documentation
- Effective Superintendent Processes
- Implementing A Project Management System
- Organizational Planning For Contractors
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