Jinn of Quality and Risk (2001-Dec-13)

Jinn?

According to critics, an eavesdropper, constantly striving to go behind the curtains of heaven in order to steal divine secrets. May grant wishes.

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Projects

Travel, around the world. Sleep, less. Profit, more. Eat, deliciously. Find, a new home.

Bio?

Species: featherless biped, chocolate addict
Roots: born in Sweden — lived also in Switzerland, USA, UK — mixed up genes from Sweden, Norway, India, Germany
Languages: French, English, Swedish, German, Portuguese, Latin, Ada, Perl, Java, assembly languages, Pascal, C/C++, etc.
Roles: entrepreneur, programme manager, methodology lead, quality and risk manager, writer, director of technology, project lead, solutions architect — as well as gardener, factory worker, farmhand, supermarket cleaner, programmer, student, teacher, language lawyer, traveller, soldier, lecturer, software engineer, philosopher, consultant

2001-Dec-13

Customer Satisfaction Tied to Visible Problem-Fixing
Make No Mistake? (Fortune) — A global hotel chain has discovered a perverse consequence of its customer-centric Six Sigma quality initiative. Customer satisfaction relates to how well the hotel responds when something goes wrong. Guests who experience a problem that is quickly and politely resolved rate the hotel service higher than guests who have had no problems at all. Customer perception influences the measurement of product and service quality.

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