MCT Beginning

1. Tips for retaining your customer:

• Show each customer that they are special
• Be responsive to any complains
• Send frequently customer satisfaction surveys
• Avoid making promises you cannot keep

2. To successfully communicate, the right questions to ask:

• Do you know what the root cause is?
• What is the benefit of this suggestion?
• Who can help you?
• Who allowed you to do like that?

3. In the traditional company:

• The commercial sells what we can do
• The function is determined by the job description or title
• The goal (purpose) is to delight the customer in a profitable way
• Information is a source of power
• Power is centralized
• The local manager transmits orders from top to bottom

4. FMEA is an approach:

• Of analysis of nonconformities
• Anticipatory
• Systemic
• Design assistance
• Objective
• Of corrective actions

5. The "ideal" leader, among others:

• Shows kindness
• Believes a priori that man is good
• Strives to influence rather than direct
• Dares to surprise
• Explains the how