Bizarro Defect Management – Are You Neglecting Customer Happiness?
If you’re a fan of Seinfeld, you may recall an episode where Elaine experiences an alternate reality of her circle of friends. A “Bizarro World” where polar opposites exist. Elaine meets Kevin, Gene, and Feldman who are kind, generous and lacking all the immature qualities of Jerry, George, and Kramer. For those of us who...