Quality and Customer Satisfaction: From Global to Local and back to Global
April 26, 2012
Hosted by Té Revesz
This week is all about quality, customer focus, continuous improvement and leadership. When I first met my guest, John West, he was leading Federal Express’s quality improvement process, a program that help FedEx win a dominating share of its market–and the coveted Malcolm Baldrige National Quality Award. Since then he has helped numerous businesses and government agencies on nearly every continent to assess organizational and customer needs, and to design, develop and implement improvement solutions. His clients from the Memphis School System, McDonalds and MashreqBank (UAE) to Tata Chemical (India), AB Electrolux (Italy) and Swissair have won excellence awards, customer loyalty and market share. John shares how your firm can become effectively and efficiently responsive to all customer exceptions. He shows how you can develop solutions to increase success in your home market and then build on them to extend your global reach.
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We are all operating in a dynamic global marketplace, whether we reach across borders to find new customers and fresh ideas or face overseas competitors in our home market.
Global Reach embraces the opportunities and challenges we encounter when operating in multiple countries and cultures. We talk with entrepreneurs and executives about their strategies for winning in fast changing world markets: cross-cultural communication, global branding, media and marketing, transportation and manufacturing, the future of finance, alternative investment strategies, innovation and IP protection.
Global Reach interviews thought leaders about 21st century megatrends that impact international entities: trends like the business and politics of sustainability, the morphing nature of competitiveness, globalization, global companies vs national governments, worldview and growth prescriptions, emerging markets issues, and the corporate impact on society (governance, ethics and leadership).
Té Revesz is known for her ability to conduct strategic research on a global basis and for her creativity in handling complex business challenges.
As principal of GlobalReach-SBI, a research and consulting firm with a network spanning over 60 countries, Té provides clients with strategic intelligence on market opportunities and threats. She covers such diverse areas as global branding, new product development, payment cards, clinical trials, and political risk. An expert in primary research, Té has interviewed business, government and labor leaders, doctors and technical experts—and managed focus groups—around the world. She was profiled in Super Searchers Go to the Source as one of the top US interviewers.
Prior to founding her own firm, Té headed the Industrial & Healthcare Practices of FIND's Strategic Consulting & Research Group and taught at the Zicklin School of Business (Baruch/CUNY). She was the Editor of Business International’s flagship newsletter and helped create its country risk service.
An NYC native, Té is active with Citizen Action, the URJ’s Commission on Social Action, and NY Neighbors for American Values (defending religious freedom, diversity and equality). She holds a Masters from Columbia’s School of International & Public Affairs and a BA from Goucher College. She’s an avid bike rider, theater buff and farmers market supporter—and the bemused owner of 2 demanding felines.