How many meals do you send back to the kitchen?

At Zingerman, an American catering business, they talk about customer satisfaction in terms of "number of meals sent back to the kitchen". They leave the jargon aside, leave the fancy vocabulary that gives a sense of mystique and exclusivity to what they do. 

When you focus on simple metrics and measures, everyone in your organization can contribute easily to improving what you're trying to improve. 

Leave aside the jargon that looks fancy in a Powerpoint presentation. What are you trying to improve concretely? 

Keep it simple. Focus on improving.  


Jules Marcoux