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Date:         Wed, 25 Jan 2006 19:22:40 +0000
Reply-To:     Florian Speier <groups.florian@GMAIL.COM>
Sender:       Vanagon Mailing List <vanagon@gerry.vanagon.com>
From:         Florian Speier <groups.florian@GMAIL.COM>
Subject:      Re: Bus Depot Report
In-Reply-To:  <200601251332.AA87687370@carboncow.com>
Content-Type: text/plain; charset=ISO-8859-1

john,

very well said. i assume many of you have read "the machine that changed the world" on lean car production, these authors have published a book "lean solutions" this year adressing the customer experience and interface. its an excellent book and i can highly recommend it - especially to businesses that suspect their clients experience is not always great.

as a customer i gave up trying to change the businesses or complain as most helplines are designed to turn you away not change anything to their process, i guess i know what to expect from them next time.

florian


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