I’ve mentioned Gerry McGovern before, followed his writing for ten years, and along with the thinking that pops up on MyCustomer.com he frequently calls us to Gemba. His latest epistle does no less and uses examples including Amazon and Walmart.
I highly recommend a read for those who want to see how successful web managers do it! It applies univerally, as well.
Posted in customer satisfaction, e-government, engagement, Metrics, Systems thinking, transformational change Tagged: gemba, Gerry McGovern, MyCustomer.com
