In 2003 Westinghouse set out to create a company wide initiative called Customer 1st to change the way the company does business from the inside out. The program is designed around four basic pillars of performance.
- Lean Manufacturing - A Toyota based system that aims to reduce waste.
- Six Sigma - A Motorola based system that aims to reduce errors in production.
- Human Performance - A nuclear industry approach to reducing the frequency and severity of errors by removing error precursors and setting up barriers to error.
- Behavioral Differentiation - A method of changing behavior by changing the drives of those behaviors in order to differentiate ones self from a group.
This long-term program is designed to both improve the product the company creates and improve its relationship with those it serves.
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Famous quotes containing the word customer:
“The customer is the immediate jewel of our souls. Him we flatter, him we feast, compliment, vote for, and will not contradict.”
—Ralph Waldo Emerson (1803–1882)