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What do we understand by Customer Effort (CES)? It is about measuring how much it costs the client to resolve a management or doubt when he comes into contact with the company, giving an assessment to the following question: “How much did it cost you to find this article, perform this management or call the customer service solve you a […]

Blueprinting is a methodology that is based on analyzing, visualizing and presenting a map of services. It serves to see the evolution of a process or the provision of services through a flow chart. As a final result we will obtain a diagram where the activities of the process are chronologically represented on a horizontal axis. Depending on the proximity […]

We are in an absolute spiral of new technologies, the world evolves to bring people away, to improve communications between people, videoconferences, chats of all kinds, search engines. We are talking about Generation X, Generation Y and some Millenials (which sounds very futuristic) … in short, different people with different attitudes towards companies. These are the ones that have to […]

For Everyone knows that the customer is at the heart of the organization, product or service we provide revolves around him and the satisfaction that has this of our business, there are many indicators that help us measure the perceived quality of products and services with these customers, the happy customer satisfaction indicators. These indicators are generated through telephone surveys, […]

Much is said about the customer experience in enterprise environments, but ¿really good management of this new power to improve the relationship with the client is seeking?, Companies do their work in the best of forms and giving the best possible deal, this deal is remembered? The human brain is an organ with a discriminatory storage capacity and record of […]

What is 8D? Eight Disciplines of Problem Solving The 8 disciplines to solve problems is a tool methodology focused in give us eigth generic steps to identify and solve most of the relevant problems that can occur more frequently in companies. 8D proposes eigth sequential steps that we should follow to solve successfully any problem. This method is also called Troubleshooting […]

The McKinsey 7S is a model that identifies the seven basic factors which have to be present in any organization. This methodology is used to check if the implementation of the company strategy is consistent with the reality of the business. If not, you will have to make changes to align strategy with reality. How works 7S? The McKinsey 7S […]

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