November 2013
“Customer satisfaction is a flawed idea,” says Wayne Renken, CEO of SensArray Corp., in an issue of Electronic Business News. How can that be? Renken says that by focusing on “doing things right”, by improving the status quo, we may be blind to a novel and potentially more effective approach. To be truly valuable suppliers we should broaden our goal from customer satisfaction to a far more powerful concept — customer success.
On November 15 1990 President George Bush signed the Clean Air Act into law, legally restricting the output of selected air pollutants by cities and industry. The Act addresses multiple sources and types of air pollution, but for the purposes of this discussion, we will deal with the “VOC” [volatile organic compound] component of “ground level ozone”, resulting from the material choices and methods used in Printed Board fabrication. “Ground-level ozone (O3) is the major component of smog. Ozone is not emitted directly into the air, but is formed through complex chemical reactions between precursor emissions of volatile organic compounds (VOC) and nitrogen oxides (NOx) in the presence of sunlight.”
A simplified schematic of the reaction follows: