The First Post

17 07 2007

I know the title of this piece is not exactly original but it does sum up the excitement that one used to get when we had 2 postal deliveries every day. The first post would come early and as a child I can remember on birthdays eagerly awaiting the clatter of the letter box as the postman (it was a postman in those days) got to the house at about 7 am. Progress means that today I get my post at anytime from 10am to 4pm! I firmly believe that progress and efficiency should not mean that service gets worse.

In my role here at Customer Street my personal mission is Constant And Never-ending Improvement (CANI). This is a personal development concept first coined by Anthony Robbins over 10 years ago. This concept applies equally to organisations as it does to individuals.

Robbins was influenced by Dr. W. Edwards Deming. Dr. Deming is credited as one of the leaders who brought the first quality movements to the Japanese. His basic premise was that the secret to help the Japanese achieve world power and economic success was if every single person and organisation commit to constant improvement. The Japanese have a single word for “constant and never-ending improvement” and it’s called “Kaizen.” Kaizen is from the Japanese words Kai and Zen where “kai” means change and “zen” means good.

To quote Tony Robbins, “We only learn our limits by going beyond them.” CANI! is a principle which is designed to encourage small incremental improvements daily and in doing so, find a way to go beyond the current set of self-imposed limitations.

For me every day at Customer Street is taken up with making an assessment of what is limiting our ability to deliver the products and services our customers deserve and then help everyone in the organisation to take the small steps of continuous improvement.

All this might sound a bit grand, but it is at the heart of what we are doing. Every single day the management of Customer Street work together to sustain our progress toward the goal of continuous improvement. This means that we are learn by doing the job at hand, we learn by listening to our customers and we are learn by listening to feedback our business gives us.

This blogger welcomes any feedback from customers or staff about how we can make improvements to the way we do things at Customer Street, so please leave comments or email me direct. I eagerly await your first post, and do hope that you will engage me in conversation about how Customer Street can be even better than it is already.

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2 responses

18 07 2007
Andy

Great idea.

Good service is about proper conversations. Each understanding what the other want.

5 08 2007
John Hunter

For those interested in more on Deming’s ideas, I have put together some thoughts on Deming’s Management philosophy. The Curious Cat Management Library offers management articles that have been personally selected, see process improvement articles.

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