We have started a new initiative called “customer first” and while I avoid cliché programs I do feel like our whole organisation has responded positively to this approach and as yet I am not really sure why.

We have had posters and compulsory training, but it is more than that. We always thought of the customer, but now when anyone draws a process map, it starts with the customer, instinctively. Only then do we start looking at the processes and how they relate to them. I always considered myself very customer conscious, but even I noticed myself saying what is the value to the end product. Why would the customer pay for that? And while I always thought I meant it before, I really have a new insight now.

I also think our whole company has a renewed focus that was blunt before. Shame on us for being for being so arrogant, but tick in the win column for acting when we eventually realised. Even when writing this I am not sure what did it, why we suddenly have this new focus.

I know it was not the training and we can still improve. I guess the real issue is that we now strive to improve rather than accept it and I feel a better person for it.
Check out Ron Kaufman for some more details http://ronkaufman.com/