Re: Going Undercover to Size Up Service
The
Financial Post, Friday, September 23, 1994. J. Ian Hamilton
Re: The article, Going Undercover to Size Up Service (Set. 21),
by Randall Scotland.
It seems to me that David Lipton of Sensors Quality Management
Inc. of Toronto has the wrong (Canadian) spin of the ball when he
describes this scenario: “Say a hotel wanted to compare its
phone reservation system with the competition. If and audit shows
that operators are answering calls within three rings, while a rival
takes five or more, management could justify reallocating some reservation
staff. The service level would remain competitive and other departments
would benefit from extra employees.”
To whit . . . if we have better service than our competition, cut
service back to parity.
If this mentality prevails, WalMart deserves to win.
J. Ian Hamilton,
Toronto
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