Check out this Special Report on Customer Service champs. What does it take to be a winner. BW asked J D Power and Assoc. As we become more and more service oriented this is what it is all about. And you may be surprised at who made the top 25 list, would you believe Buick and Lincoln that have been given up for dead? Turns out that pleasing geezers pays off!
As you read this, can you see the connection between the Toyota article in the same BW issue I recently posted, Deming’s TQM, CQM, Six Sigma and putting the customer first? Hmm, I think I will send a copy to my alma mater UT Austin that always puts UT first….
Professor Elam 
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