Value Destruction and Zero Complaints
Sometimes, companies have (like women’s hair color) many alternatives.
A store or a company may not be able to predict all the colors needed, and sometimes may have too many of one colour and none of a slow-moving colour.…This is a form of Starvation.
A person at a desk servicing customers may have three states:
1. No customer in line, and the company loses money
2. Just the right number so the wait time is optimum
3. Too many customers, with an inordinate wait time…the latter starves customer of their time
The first one is bad for the company.
What should companies do?
1. Withdraw slow-moving colors?
2. Not man the desk when few customers are anticipated?
3. How to manage all this so that the customer sees ...
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