DVD Library 4 Benchmarking, Competition and Trends
Bank One. Traditionally, customers had to fit their banking needs into “banker’s hours,” but Bank One in Ohio is changing all that. The bank is delighting its customers by opening complete service branches in local supermarkets. Open seven days a week and with expanded hours, the branches allow supermarket shoppers to carry out transactions whenever it is convenient for them. The bank has come to the customer. The result? The new branches report opening more accounts in one month than at any time in their history.
Barefoot Grass Lawn Service. The value of a well-planned recovery strategy is dramatized in this extended Quality Minute. The segment opens with a recollection of Tylenol’s successful handling of the cyanide poisonings in 1982 and 1987. We then look at a lawn service company in Wisconsin that implemented a good recovery strategy to salvage its own disaster. A contaminated batch of fertilizer killed the lawns of all of its clients, but thanks to quick and decisive action, the owners of the company were able to retain 95 percent of their original customers and increase sales by 20 percent.
Captain Hook. Walt Disney has a strong reputation for service quality. It also has a strong service recovery program. We see in this segment how Disney turned an unhappy young guest into a lifelong friend by discovering and immediately fixing a minor oversight in the Magic Kingdom.
Check Cashing. A family grocery store risked losing customer loyalty by blindly copying the check cashing practices of the big grocery chains. The store failed to consider whether the new practice would really solve a problem or improve customer service.
Granite Rock's ATM. Granite Rock, a Malcolm Baldrige Award winner, borrowed ATM technology from other service industries to improve delivery and increase sales and profits.
Just in Time Supermarkets. Toyota is one of the most recognized benchmarks of inventory management. Did you know, though, that Toyota's famous JIT system was the direct result of Toyota benchmarking American supermarkets in the early 1950s?
Lexus. Smart auto makers provide many features that customers expect in a quality automobile. Lexus has still been able to outrun the competition by being the first to provide customers with many unexpected quality features.
Magic Toys. The concept of “replicating quality” is dramatized in this charming example. A wonderfully creative idea generated by a Disney hotel housekeeper brought the magic of Disney World right into a guest’s hotel room. By effectively replicating this idea throughout all of their hotels, Disney has found still another way to dazzle guests with its enviable service quality.
Puttin' on the Ritz. Ritz Carlton has outrun the competition by delighting customers with an incomparable level of service. In this segment, we see just how far the hotel goes to dazzle guests with quality.
Remington Rifle Co. The customers of Remington Rifle Company wanted shinier rifle cartridges (just like the competition had). Remington’s competitors were not about to share their secrets, though, so Remington found the answers it needed by visiting Maybelline cosmetics. After all, Maybelline’s very shiny lipstick cases were similar in size and shape to rifle shells.
The Revitalization of Porsche. Bench-marking Japanese auto makers helped Porsche dramatically turn its fortunes around. This segment explains how the German car company analyzed, adapted and implemented what they had learned during their benchmarking visits to Japan.
Waiting at the Ophthalmologist. At this doctor's office, patients waited up to four hours for an eye exam. By studying how banks, hotels, and even tollbooths handled traffic flows, the office made changes that resulted in spectacular improvements and doubled revenues.