Effectiveness Measurement At Galorath Still Focusing On the Positive
I was in an ISO review today at Galorath Inc. I saw customer satisfaction scores that were through the roof (in a good way.) I saw compliments (from the ISO compliments file) that were flattering. I asked about the complaints file (also an ISO requirement) I was told we had no complaints since the past review. I personally appreciate the compliments but learn more from complaints. When pressed I found nothing was reported as complaints. But there certainly had been some areas where we could have done better.
Process improvement is about finding where things could be better, not about painting rosy pictures. We are in the business and even we like to concentrate on the good and minimize the bad.
We are probably better than most in this regard. Process improvement and improvements in customer satisfaction is important. And to achieve these we have to identify and stress where we can do better.
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