This witty program makes it painfully obvious that there is only one thing worse than a problem which leads to a dissatisfied customer and that's a problem that crops up again and again because no-one has attempted to solve the underlying issue.
But not in the way the manager of a retail operation responds - by conducting a witch-hunt. She comes to realize that it is better to research the problem without apportioning blame to individuals. She also learns that it's important to let the people involved find a solution and this often means getting different departments to talk to each other.
Managers will learn how every complaint can be used to improve the quality process. The video shows the importance of allowing staff to solve the problems and propose solutions that should be monitored against agreed targets. Better quality products and processes lead to fewer complaints, improved morale and more satisfied customers.
A Video Arts production featuring Dawn French, Jane Horrocks, Stephen Tompkinson and Charlotte Coleman
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