Saturday, 6 May 2017
Safety, Quality, Delivery & Productivity.: Customers are not blind.
Safety, Quality, Delivery & Productivity.: Customers are not blind.: Over the years I have seen many, many bad practices that fly in the face of customers. Are you working in a process where your customer can...
Friday, 5 May 2017
Customers are not blind.
Over the years I have seen many, many bad practices that fly in the face of customers.
Are you working in a process where your customer can see immediately and directly what you are doing. I am not suggesting the following would be acceptable out of sight of a or the customer.
I have recently had to speak to a person who had her back to me at a local deli, she took a 'pinch' of coleslaw with her hand and ate it. She was making small tubs for display at the time. I am sure appeasing her appetite is a practice the 'deli' manager does not condone.
My concern was when she noticed me and I gave her my order she dint immediately change gloves.
Not a big deal as the first thing she touched was a bag. I stopped here and asked if she is going to change gloves. She said yes 'and did' and filled my order.
The quality failure here was her sampling the coleslaw where the fingers of the gloves came in direct contact with her lips. If she had not seen me waiting when she turned I dont know if she would have continued to make up small tubs with contaminated gloves or swapped them out. Her actual actions suggest the later.
ps. As I approached the deli counter I was she I heard the same clerk cussing out another staff member. But that is speculative.
db
Are you working in a process where your customer can see immediately and directly what you are doing. I am not suggesting the following would be acceptable out of sight of a or the customer.
I have recently had to speak to a person who had her back to me at a local deli, she took a 'pinch' of coleslaw with her hand and ate it. She was making small tubs for display at the time. I am sure appeasing her appetite is a practice the 'deli' manager does not condone.
My concern was when she noticed me and I gave her my order she dint immediately change gloves.
Not a big deal as the first thing she touched was a bag. I stopped here and asked if she is going to change gloves. She said yes 'and did' and filled my order.
The quality failure here was her sampling the coleslaw where the fingers of the gloves came in direct contact with her lips. If she had not seen me waiting when she turned I dont know if she would have continued to make up small tubs with contaminated gloves or swapped them out. Her actual actions suggest the later.
ps. As I approached the deli counter I was she I heard the same clerk cussing out another staff member. But that is speculative.
db
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