I agree to a point with Jim and Wes, the thing is though sometimes it is not as easy, to simply say "we smell the smoke, now lets go put out the fire". They look around, grab the hose, but no one knows where the fire is or how big it is. A simple fault in service or product may not be enough to spark any damage, maybe even continual faults are not enough to damage that unmeasurable entity but when does it warrant resource to correct? Where do we target that resource? How much resource does it require to correct?
The points already been made in this thread that much of this will be classed in severtiy terms dependant upon your market, environmental conditions, management style and structure etc.... For example if you hold a monopoly and there is no direct correlation between damaged reputation and lost sales, then is there any need to know any of it? I would argue yes, you do, either that or ensure the competition never get a chance to exist!!!!!
The points already been made in this thread that much of this will be classed in severtiy terms dependant upon your market, environmental conditions, management style and structure etc.... For example if you hold a monopoly and there is no direct correlation between damaged reputation and lost sales, then is there any need to know any of it? I would argue yes, you do, either that or ensure the competition never get a chance to exist!!!!!