How We Achieved a 98.6% Satisfaction Rating

With this newly documented evidence, we were able to go back to the two dentists who had left us and convince them to give us another try. They were overjoyed with the significant improvement in quality.

About 20 years ago, two of our best C&B clients suddenly disappeared. When I inquired as to why, I was told our quality had noticeably dropped. Knowing that our outer world is a reflection of our inner world, our focus had to start within the company. What I found is we had gotten lazy and had begun taking shortcuts.

To get to the root of the problem, I devised a system where the technician who did the next step in the manufacturing process would rate the quality of the previous step. For example: the waxer would fill out a rating sheet of the model work for each case. The finisher rated the waxer. The ceramist rated the finisher.

If the person rating the step before gave anything other than a 5 (the highest rating), he or she was...