By Duncan Troup on Friday, January 12th, 2018 in Product Design, Service Performance, Transformation.
I posted on linkedin earlier in the week and had a vent about the service I experienced at a major brand. That made me feel better (until I felt bad for the company) so I thought I would write a case on where I would start to fix the issue. below is the post from last […]
By Duncan Troup on Wednesday, August 16th, 2017 in Customer-centric Thinking, Lean and Agile, Product Design, Service Performance.
At Tingle Tree a key reference point is the economic cost of conformance model. Professor James Martin describes this as… “…the economic conformance level (ECL) is obtained where prevention and appraisal costs are equal to external and internal failure costs. Prevention and appraisal costs increase as the level of conformance quality increases.” In a recent […]
By Duncan Troup on Sunday, July 16th, 2017 in Customer-centric Thinking, Product Design, Service Performance, Transformation.
It’s an exciting time for the university sector. With increasing competition and scrutiny on graduate outcomes, institutions need every point of difference to float to the top of a competitive market. CRM as a concept has been around for as long as enterprise IT has existed, but in the sector has typically focused on student […]
By Duncan Troup on Monday, February 13th, 2017 in Customer-centric Thinking, Product Design, Transformation.
Sometimes a plan comes together and that’s what makes running a business like Tingle Tree so worthwhile. At the end of last year we had a major win at Vic Roads where we helped them with a retrospective tip to toe product definition. The project was well underway but there was a key missing piece […]
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