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Global Reach

Global Reach

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April 26th 2012:Quality and Customer Satisfaction: From Global to Local and back to Global

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

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Featured Guest

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John R. West

With 18 years of global management consulting experience, John is currently a member of the AmAsia3 Consortium. He works with organizations to objectively assess needs for improvement in leadership, strategic planning, customer focus and overall organization results. He uses his expertise to help implement agreed upon improvement solutions. His specialties include continuous improvement, customer satisfaction, improvement teams, measurement systems, and workshop facilitation. He has worked with Buckman Laboratories, MashreqBank (UAE), and US VP Gore's National Performance Review Committee. Other clients have included Swissair, AB Electrolux (Italy), KPMG Peat Marwick, Memphis City Schools,
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